We examine a new form of online fraud, which we refer to as Intimacy Manipulated Fraud Industrialization (IMFI). This type of fraud bears a strong resemblance to traditional online romance fraud and catfishing, but is “industrialized” through enterprise business practices, software platforms, and customer service processes. To gain a better understanding of this operation, we conducted an inductive analysis of publicly available testimonial and review data provided by current and prior employees of a specific company in the online customer service contract space. Companies hire individuals online to work as “chat moderators” or “customer service providers” who are told that their task is to advance engagement on social media platforms. In fact, they are being recruited as “sexting” workers, paid on a per-text basis to engage in intimate chatting with clients who believe they're interacting with individuals of the opposite gender on a dating site. The process is mediated via client management processes that monitor employee productivity and monetize all interactions between “clients” and “workers.” The company executes these processes with great efficiency by algorithmically assigning multiple workers to individual clients and assembling background files on clients in real time. We find that workers serve as both exploiters of their clients as well as victims of the company they work for. The implications of our study could significantly impact how we address AI-generated online fraud in the future, shedding light on the complex dynamics at play within these fraudulent enterprises.
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