At the Ministry of Higher Education, Science, Research and Innovation (MHESI) Fair 2025, Assoc. Prof. Pol. Lt. Col. Dr. Krisanaphong Poothakool, Chairman of the Criminology and Criminal Justice Administration Program, Rangsit University, delivered a lecture on the topic “Call Center: Academic Perspectives.” His presentation delved into the nature of call center crimes, emerging trends, and the role of technology and artificial intelligence (AI), which are increasingly being used both as tools by criminals and as assets by law enforcement.
Dr. Krisanaphong began by comparing international crime rates. He noted that countries with the lowest crime rates in the world—such as Switzerland, Denmark, Norway, Japan, and New Zealand—share common factors: efficient law enforcement and strict legal penalties. In particular, Denmark, Norway, and Japan have some of the strictest gun control laws globally. In contrast, Thailand ranks 89th in global crime rate statistics, reflecting challenges in the quality of the Thai justice system. He emphasized that strict law enforcement and decisive punishment are key factors that directly impact crime rates.
Regarding emerging trends, Dr. Krisanaphong highlighted that call center scams are becoming increasingly complex. Criminals are now using artificial intelligence (AI) to enhance their operations, such as analyzing victims' personal data to design more convincing scams. They also generate realistic messages and content that are difficult to verify or detect. He stressed that effective prevention must be coupled with raising public awareness and advancing both legal and technological frameworks.
Dr. Krisanaphong further stated that the intersection between AI and call center crime is a significant challenge in the digital age. While AI enhances the financial gains of criminals, it also enables law enforcement to analyze vast amounts of data more effectively. Thus, AI has a dual nature: on one hand, it empowers criminals, and on the other, it boosts the capabilities of police and justice agencies through tools like pattern recognition, behavioral prediction, and resource allocation.
On the topic of AI-powered criminal activities, he explained that criminals have started using AI in various ways—from improving tools used in scams to employing deepfake technology, which can realistically mimic voices and faces. For example, scammers may impersonate police officers via video calls to trick victims into transferring money. These tactics represent an escalation in criminal methods and compel law enforcement to develop new strategies to keep pace with rapid changes in the digital world.
Dr. Krisanaphong also discussed the role of technology in crime, stating that technology serves as both a “weapon for criminals” and a “tool for law enforcement.” Developments in communication, encryption, and anonymity have made tracking offenders more difficult. Law enforcement agencies must therefore adapt by integrating new technologies to avoid falling behind.
He cited an international example from South Korea, which recently launched a Joint Investigation Centre for Crypto Crimes. This center includes over 30 computer and blockchain experts, along with officials from judicial, financial, tax, and customs agencies, all working together to combat the growing threat of cryptocurrency-related cybercrime. He suggested that this integrated model could serve as a blueprint for Thailand and other ASEAN countries.
He cited an international example from South Korea, which recently launched a Joint Investigation Centre for Crypto Crimes. This center includes over 30 computer and blockchain experts, along with officials from judicial, financial, tax, and customs agencies, all working together to combat the growing threat of cryptocurrency-related cybercrime. He suggested that this integrated model could serve as a blueprint for Thailand and other ASEAN countries.
In conclusion, Dr. Krisanaphong emphasized that the convergence of call center scams and digital technology presents a serious modern challenge. Understanding the nature of these crimes—alongside utilizing technology and AI both to commit and to investigate them—will allow all stakeholders to design more effective risk mitigation strategies and enhance overall system efficiency.
