Sanchar Saathi App Paves the Way for Safer Telecom: Sanjeev Sharma, DDG, AI & Digital Intelligence Unit, DoT

New Delhi: In an exclusive interview with APAC News Network and CXO News, Sanjeev Sharma, Deputy Director General of the AI & Digital Intelligence Unit (AI&DIU), Department of Telecommunications (DoT), has shared critical insights into the transformative role of the Sanchar Saathi app, India’s robust telecom security measures, and the use of AI to tackle cyber fraud.

The discussion delved into the app’s user-friendly features, adoption metrics, and the readiness of India’s telecom infrastructure to support emerging technologies like AI and IoT, as well as the overview of telecom fraud prevention initiatives.

What are the key features of the Sanchar Saathi app that will directly benefit consumers?

The Digital Intelligence Unit (DIU), established by the DoT a couple of years ago, focuses primarily on preventing the misuse of telecom resources in cybercrimes. While the broader domain of cybercrimes falls under the Ministry of Home Affairs (MHA), the DIU specifically addresses how telecom resources—such as phone numbers or connections—are misused in fraudulent activities or cyber fraud.

When DoT began tackling this issue, the first challenge was identifying fraudulent calls and messages that citizens were receiving. To address this, the Sanchar Saathi portal was introduced as an interface where citizens could report fraudulent calls or messages. The portal collects these reports, and on the backend, we analyze the data using our digital intelligence platform.

This platform is supported by over 540 organizations, including law enforcement agencies, state police, financial institutions, telecom service providers, and even private entities like WhatsApp. Relevant ministries like the MHA and its bodies, as well as GSTN are also part of this ecosystem.

Once the data is collated, the DIU processes it using AI tools and big data analytics to identify telecom resources being misused. Numbers flagged for misuse undergo re-verification, and actions such as revocation or disconnection are taken. This processed data is shared with all stakeholders in real-time.

Over the last year and a half, the portal has received more than 10 crore visitors, and the data collected has significantly contributed to understanding where fraud is happening and which telecom resources are being used. However, we realized that not everyone is comfortable with using a portal—many users find it cumbersome to upload screenshots, fill out forms, and complete the reporting process.

To make the process user-friendly, we launched the Sanchar Saathi app on both iOS and Android platforms. Operational since 17 Jan 2025, the app empowers users to directly report fraudulent calls or messages from their call logs. Users can simply pick a number from their call log and post it for reporting. This streamlined process has made it much easier for people to engage. Since its launch, the volume of data received from citizens has more than doubled, demonstrating its effectiveness.

Additionally, the app includes a feature to verify the IMEI (International Mobile Equipment Identity) of a device. This is particularly useful for people purchasing second-hand phones or detecting illegal handsets with spoofed IMEIs. Users can verify whether a handset’s IMEI is genuine, adding another layer of security.

Could you provide some data on the app’s current adoption rate and its measurable impact on tackling cyber fraud or improving telecom security?

The Sanchar Saathi app has already been downloaded by more than 375,000 users within a few days of its launch, reflecting a high rate of adoption. With this initial user base, we’ve observed that the volume of fraud reporting has doubled. This indicates that citizens are eager to use the app as a convenient solution to report these cyber fraud incidents.

We are optimistic about the app’s growth and will be conducting awareness campaigns to further increase its reach. Like any new application, over time, with stabilization and additional efforts, we expect the number of downloads and reports to grow significantly. This will ultimately help us tackle cyber frauds more effectively and strengthen the security of telecom resources.”

With increasing digital adoption, concerns about data privacy are growing. How does the Sanchar Saathi app ensure user data security?

The app is designed to prioritize user privacy and does not collect any sensitive data. One of its key features is ‘Know Your Connections,’ which enables users to see all telecom connections registered in their name. This is a valuable tool for people to verify the authenticity of these connections.

For instance, many users may have taken a connection years ago and stopped using it, yet it remains active under their name. Through the app, users can flag such unused or unauthorized connections for re-verification. If a flagged connection is found to be fraudulent, it is disconnected.

Since the Sanchar Saathi portal’s inception, over 75 lakh such connections have been disconnected based on citizens’ reports. This demonstrates the platform’s effectiveness in improving telecom security while ensuring that no personal or sensitive data is collected from users. The app is solely focused on empowering citizens and enhancing the security of telecom resources.

How is the AI & Digital Intelligence Unit leveraging AI to detect and prevent telecom fraud and spam calls effectively?

We use artificial intelligence in multiple ways, from basic tools to advanced algorithms. For instance, we employ machine learning models, optical character recognition (OCR) for extracting data from images, and other AI features.

In addition to these basic applications, we also utilize advanced AI algorithms that improve through self-learning. These tools are critical in detecting misuse more effectively and adapting to evolving fraud techniques. By combining simple and advanced AI tools, we ensure comprehensive detection and prevention of telecom fraud.

Could you shed some light on India’s readiness for telecom infrastructure to support AI and IoT ecosystems at scale?

India’s telecom infrastructure has significantly evolved and is now at par with global standards. Unlike during the 4G adoption phase, where we lagged behind, we are now leading with 5G and are confident of becoming a frontrunner in 6G.

Our infrastructure is built using state-of-the-art technologies, and factors like widespread 5G coverage, high smartphone penetration, and affordable tariffs have made digital services highly accessible. Additionally, there is a strong emphasis on regional content development, with startups and state governments working to create local-language content.

With the availability of cutting-edge infrastructure, competitive pricing, and localized content, India is well-positioned to support large-scale AI and IoT ecosystems. Our telecom infrastructure is robust and ready to handle the challenges and opportunities that come with these technologies.

What are the key milestones the AI & Digital Intelligence Unit aims to achieve in 2025? Are there any projects in the pipeline?

We have several initiatives in the pipeline, primarily focused on improving processes. While I can share details at a macro level, some specifics need to remain undisclosed until they are fully implemented. One key area we’re working on is combating cybercrime, where time is of the essence.

Our efforts focus on two main aspects: prevention and rapid response. Cybercriminals often misuse telecom and financial sector resources, such as creating mule bank accounts to siphon money. Typically, the lifecycle of these telecom resources or accounts is short—just a few days—after which they move on to new ones. This makes it crucial to detect and respond swiftly.

One initiative involves creating a system for “soft signals” that can be shared among stakeholders. For instance, when we identify a telecom resource that might be involved in fraudulent activities, the current process requires extensive due diligence before action, such as disconnecting the number, can be taken.

This takes time. With a soft signal system, we could flag the number early, alerting financial institutions to the possibility of fraud. Banks could then monitor accounts linked to these flagged numbers more closely, and other stakeholders could take preventive action as well.

Another significant initiative addresses the issue of verifying mobile numbers seeded in financial accounts. For example, when someone opens a bank or GST account, they provide a mobile number, as most transactions and verifications are now OTP-based. However, in cases involving mule accounts, the mobile number provided often doesn’t belong to the account holder. Instead, it’s linked to someone else, allowing the fraudster to operate anonymously.

Financial institutions have requested our support to verify whether the mobile number provided during account registration belongs to the same individual opening the account. This is a basic but highly effective measure to prevent fraud. By providing this verification mechanism, we can help financial entities ensure that the accounts they manage are more secure.

These measures, while preventive in nature, have the potential to significantly reduce fraud in both the telecom and financial sectors.

Apart from Sanchar Saathi, what other citizen-centric initiatives are in the pipeline to address challenges like digital literacy, fraud prevention, or affordability?

A recent initiative implemented by the Department of Telecommunications (DoT) has proven to be highly successful and is among the first of its kind globally. The system addresses the issue of fraudulent calls originating from outside India, where cybercriminals often spoof Caller Line Identification (CLI) to make their calls appear as if they are coming from Indian numbers. These fraudsters often impersonate officials from TRAI, DoT, Income Tax, or Enforcement Directorate to deceive citizens.

To combat this, DoT launched a system under the Centralised International Out Roamer (CIOR) system on 17 October 2024. This system uses a real-time repository of numbers to verify all incoming international calls with Indian CLI. If a call is not associated with an Indian number roaming outside the country, it is immediately dropped. On its first day, the system blocked 1.35 crore fraudulent calls. Since then, cybercriminals have largely abandoned this tactic, with only 4-5 lakh such calls being dropped daily—a drastic reduction.

However, fraudsters have shifted to using genuine international CLIs, which are harder to block. To counter this, telecom operators have been instructed to label all international calls clearly. Airtel has already implemented this feature, and other Telecom Service Providers are in the process of doing the same. This labelling helps citizens identify international calls and avoid falling prey to impersonation, as most would recognize that legitimate TRAI or government officers would not call from international numbers.

Additionally, telecom operators are adopting AI-based systems to flag potential spam calls based on calling patterns and other parameters. While TRAI permits promotional calls under specific regulations, these measures aim to minimize misuse.

Following the launch of the Sanchar Saathi app, the RBI has also directed banks to use DoT’s Mobile Number Revocation List (MNRL) for due diligence, further enhancing fraud prevention across sectors.

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DoT’s Sanchar Saathi App, National Broadband Mission 2.0 and Rural Roaming to Revolutionize Telecom Infra