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Introduction

In an alarming event, one of India’s premier healthcare institutes, AIIMS Delhi, has fallen victim to a malicious cyberattack for the second time in the year. The Incident serves as a clear-cut reminder of the escalating threat landscape faced by the healthcare organisation in this digital age. In the attack, which unfolded with grave implications, the attackers not only explored the vulnerabilities present in the healthcare sector, but this also raised the concern about the security of patient data and the uninterrupted delivery of critical healthcare services. In this blog post, we will explore the incident, what happened, and what safety measures can be taken.

Backdrop

The cyber-security systems deployed in AIIMS, New Delhi, recently detected a malware attack. The nature and scope of the attack were both sophisticated and targeted. This second hack acts as a wake-up call for healthcare organisations nationwide. As the healthcare business increasingly depends on digital technology to improve patient care and operational efficiency, cybersecurity must be prioritised to protect sensitive data. To minimise cyber-attack dangers, healthcare organisations must invest in robust defences such as multi-factor authentication, network security, frequent system upgrades, and employee training.

The attempt was successfully prevented, and the deployed cyber-security systems neutralised the threat. The e-Hospital services remain to be fully secure and are functioning normally.

Impact on AIIMS

Healthcare services have been under hackers’ radar worldwide, and the healthcare sector has been impacted badly. The attack on AIIMS Delhi’s effects has been both immediate and far-reaching. The organisation, which is recognised for delivering excellent healthcare services and performing breakthrough medical research, faced significant interruptions in its everyday operations. Patient care and treatment processes were considerably impeded, resulting in delays, cancellations, and the inability to access essential medical documents. The stolen data raises serious concerns about patient privacy and confidentiality, raising doubts about the institution’s capacity to protect sensitive information. Furthermore, the financial ramifications of the assault, such as the cost of recovery, deploying more robust cybersecurity measures, and potential legal penalties and forensic analyses, contribute to the scale of the effect. The event has also generated public concerns about the institution’s ability to preserve personal information, undermining confidence and degrading AIIMS Delhi’s image.

Impact on Patients: The attacks not only impact the institutes but also have serious implications for the patients and here are some key highlights:

Healthcare Service Disruption: The hack has affected the seamless delivery of healthcare services at AIIMS Delhi. Appointments, surgeries, and other medical treatments may be delayed, cancelled, or rescheduled. This disturbance can result in longer wait times, longer treatment periods, and potential problems from delayed or interrupted therapy.

Patient Privacy and Confidentiality are jeopardised because of the breach of sensitive patient data. Medical data, test findings, and treatment plans may have been compromised. This breach may diminish patient faith in the institution’s capacity to safeguard their personal information, discouraging them from seeking care or submitting sensitive information in the future.

As a result of the cyberattack, patients may endure mental anguish and worry. Fear of possible exploitation of personal health information, confusion about the scope of the breach, and concerns about the security of their healthcare data can all have a negative impact on their mental health. This stress might aggravate pre-existing medical issues and impede total recovery.

Trust at stake: A data breach may harm patients’ faith and confidence in AIIMS Delhi and the healthcare system. Patients rely on healthcare facilities to keep their information secure and confidential while providing safe, high-quality care. A hack can doubt the institution’s ability to safeguard patient data, affecting patients’ overall faith in the organisation and potentially leading to patients seeking care elsewhere.

Cybersecurity Measures

To avoid future hacks and protect patient data, AIIMS Delhi must prioritize enhancing its cybersecurity procedures. The institution can strengthen its resistance to changing threats by establishing strong security practices. The following steps can be considered.

Using Multi-factor Authentication: By forcing users to submit several forms of identity to access systems and data, multi-factor authentication offers an extra layer of protection. AIIMS Delhi may considerably lower the danger of unauthorised access by applying this precaution, even in the case of leaked passwords or credentials. Biometrics and one-time passwords, for example, should be integrated into the institution’s authentication systems.

Improving Network Security and Firewalls: AIIMS Delhi should improve network security by implementing strong firewalls, intrusion detection and prevention systems, and network segmentation. These techniques serve to construct barriers between internal systems and external threats, reducing attackers’ lateral movement within the network. Regular network traffic monitoring and analysis can assist in recognising and mitigating any security breaches.

Risk Assessment: Regular penetration testing and vulnerability assessments are required to uncover possible flaws and vulnerabilities in AIIMS Delhi’s systems and infrastructure. Security professionals can detect vulnerabilities and offer remedial solutions by carrying out controlled simulated assaults. This proactive strategy assists in identifying and addressing any security flaws before attackers exploit them.

Educating and training Healthcare Professionals: Education and training have a crucial role in enhancing cybersecurity practices in healthcare facilities. Healthcare workers, including physicians, nurses, administrators, and support staff, must be well-informed about the importance of cybersecurity and trained in risk-mitigation best practices. This will empower healthcare professionals to actively contribute to protecting the patient’s data and maintaining the trust and confidence of patients.

Learnings from Incidents

AIIMS Delhi should embrace cyber-attacks as learning opportunities to strengthen its security posture. Following each event, a detailed post-incident study should be performed to identify areas for improvement, update security policies and procedures, and improve employee training programs. This iterative strategy contributes to the institution’s overall resilience and preparation for future cyber-attacks. AIIMS Delhi can effectively respond to cyber incidents, minimise the impact on operations, and protect patient data by establishing an effective incident response and recovery plan, implementing data backup and recovery mechanisms, conducting forensic analysis, and promoting open communication. Proactive measures, constant review, and regular revisions to incident response plans are critical for staying ahead of developing cyber threats and ensuring the institution’s resilience in the face of potential future assaults.

Conclusion

To summarise, developing robust healthcare systems in the digital era is a key challenge that healthcare organisations must prioritise. Healthcare organisations can secure patient data, assure the continuation of key services, and maintain patients’ trust and confidence by adopting comprehensive cybersecurity measures, building incident response plans, training healthcare personnel, and cultivating a security culture. Adopting a proactive and holistic strategy for cybersecurity is critical to developing a healthcare system capable of withstanding and successfully responding to digital-age problems.

Starting on 16th February 2025, Google changed its advertisement platform program policy. It will permit advertisers to employ device fingerprinting techniques for user tracking. Organizations that use their advertising services are now permitted to use fingerprinting techniques for tracking their users' data. Originally announced on 18th December 2024, this rule change has sparked yet another debate regarding privacy and profits.

The Issue

Fingerprinting is a technique that allows for the collection of information about a user’s device and browser details, ultimately enabling the creation of a profile of the user. Not only used for or limited to targeting advertisements, data procured in such a manner can be used by private entities and even government organizations to identify individuals who access their services. If information on customization options, such as language settings and a user’s screen size, is collected, it becomes easier to identify an individual when combined with data points like browser type, time zone, battery status, and even IP address.

What makes this technique contentious at the moment is the lack of awareness regarding the information being collected from the user and the inability to opt out once permissions are granted.

This is unlike Google’s standard system of data collection through permission requests, such as accepting website cookies—small text files sent to the browser when a user visits a particular website. While contextual and first-party cookies limit data collection to enhance user experience, third-party cookies enable the display of irrelevant advertisements while users browse different platforms. Due to this functionality, companies can engage in targeted advertising.

This issue has been addressed in laws like the General Data Protection Regulation (GDPR) of the European Union (EU) and the Digital Personal Data Protection (DPDP) Act, 2023 (India), which mandate strict rules and regulations regarding advertising, data collection, and consent, among other things. One of the major requirements in both laws is obtaining clear, unambiguous consent. This also includes the option to opt out of previously granted permissions for cookies.

However, in the case of fingerprinting, the mechanism of data collection relies on signals that users cannot easily erase. While clearing all data from the browser or refusing cookies might seem like appropriate steps to take, they do not prevent tracking through fingerprinting, as users can still be identified using system details that a website has already collected. This applies to all IoT products as well. People usually do not frequently change the devices they use, and once a system is identified, there are no available options to stop tracking, as fingerprinting relies on device characteristics rather than data-collecting text files that could otherwise be blocked.

Google’s Changing Stance

According to Statista, Google’s revenue is largely made up of the advertisement services it provides (amounting to 264.59 billion U.S. dollars in 2024). Any change in its advertisement program policies draws significant attention due to its economic impact.

In 2019, Google claimed in a blog post that fingerprinting was a technique that “subverts user choice and is wrong.” It is in this context that the recent policy shift comes as a surprise. In response, the ICO (Information Commissioner’s Office), the UK’s data privacy watchdog, has stated that this change is irresponsible. Google, however, is eager to have further discussions with the ICO regarding the policy change.

Conclusion

The debate regarding privacy in targeted advertising has been ongoing for quite some time. Concerns about digital data collection and storage have led to new and evolving laws that mandate strict fines for non-compliance.

Google’s shift in policy raises pressing concerns about user privacy and transparency. Fingerprinting, unlike cookies, offers no opt-out mechanism, leaving users vulnerable to continuous tracking without consent. This move contradicts Google’s previous stance and challenges global regulations like the GDPR and DPDP Act, which emphasize clear user consent.

With regulators like the ICO expressing disapproval, the debate between corporate profits and individual privacy intensifies. As digital footprints become harder to erase, users, lawmakers, and watchdogs must scrutinize such changes to ensure that innovation does not come at the cost of fundamental privacy rights

References

• https://www.techradar.com/pro/security/profit-over-privacy-google-gives-advertisers-more-personal-info-in-major-fingerprinting-u-turn
• https://www.ccn.com/news/technology/googles-new-fingerprinting-policy-sparks-privacy-backlash-as-ads-become-harder-to-avoid/
• https://www.emarketer.com/content/google-pivot-digital-fingerprinting-enable-better-cross-device-measurement
• https://www.lewissilkin.com/insights/2025/01/16/google-adopts-new-stance-on-device-fingerprinting-102ju7b
• https://www.lewissilkin.com/insights/2025/01/16/ico-consults-on-storage-and-access-cookies-guidance-102ju62
• https://www.bbc.com/news/articles/cm21g0052dno 
• https://www.techradar.com/features/browser-fingerprinting-explained
• https://fingerprint.com/blog/canvas-fingerprinting/
• https://www.statista.com/statistics/266206/googles-annual-global-revenue/#:~:text=In%20the%20most%20recently%20reported,billion%20U.S.%20dollars%20in%202024

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Introduction

AI has penetrated most industries and telecom is no exception. According to a survey by Nvidia, enhancing customer experiences is the biggest AI opportunity for the telecom industry, with 35% of respondents identifying customer experiences as their key AI success story. Further, the study found nearly 90% of telecom companies use AI, with 48% in the piloting phase and 41% actively deploying AI. Most telecom service providers (53%) agree or strongly agree that adopting AI would provide a competitive advantage. AI in telecom is primed to be the next big thing and Google has not ignored this opportunity. It is reported that Google will soon add “AI Replies” to the phone app’s call screening feature. 

How Does The ‘AI Call Screener’ Work?

With the busy lives people lead nowadays, Google has created a helpful tool to answer the challenge of responding to calls amidst busy schedules. Google Pixel smartphones are now fitted with a new feature that deploys AI-powered calling tools that can help with call screening, note-making during an important call, filtering and declining spam, and most importantly ending the frustration of being on hold.  

In the official Google Phone app, users can respond to a caller through “new AI-powered smart replies”. While “contextual call screen replies” are already part of the app,  this new feature allows users to not have to pick up the call themselves. 

• With this new feature,  Google Assistant will be able to respond to the call with a customised audio response.
• The Google Assistant, responding to the call, will ask the caller’s name and the purpose of the call. If they are calling about an appointment, for instance, Google will show the user suggested responses specific to that call, such as ‘Confirm’ or ‘Cancel appointment’.

Google will build on the call-screening feature by using a “multi-step, multi-turn conversational AI” to suggest replies more appropriate to the nature of the call. Google’s Gemini Nano AI model is set to power this new feature and enable it to handle phone calls and messages even if the phone is locked and respond even when the caller is silent.

Benefits of AI-Powered Call Screening

This AI-powered call screening feature offers multiple benefits:

1. The AI feature will enhance user convenience by reducing the disruptions caused by spam calls. This will, in turn, increase productivity.
2. It will increase call privacy and security by filtering high-risk calls, thereby protecting users from attempts of fraud and cyber crimes such as phishing.  
3. The new feature can potentially increase efficiency in business communications by screening for important calls, delegating routine inquiries and optimising customer service. 

Key Policy Considerations

Adhering to transparent, ethical, and inclusive policies while anticipating regulatory changes can establish Google as a responsible innovator in AI call management. Some key considerations for AI Call Screener from a policy perspective are:

1. The AI screen caller will process and transcribe sensitive voice data, therefore, the data handling policies for such need to be transparent to reassure users of regulatory compliance with various laws. 
2. AI has been at a crossroads in its ethical use and mitigation of bias. It will require the algorithms to be designed to avoid bias and reflect inclusivity in its understanding of language. 
3. The data that the screener will be using is further complicated by global and regional regulations such as data privacy regulations like the GDPR, DPDP Act, CCPA etc., for consent to record or transcribe calls while focussing on user rights and regulations. 

Conclusion: A Balanced Approach to AI in Telecommunications

Google’s AI Call Screener offers a glimpse into the future of automated call management, reshaping customer service and telemarketing by streamlining interactions and reducing spam. As this technology evolves, businesses may adopt similar tools, balancing customer engagement with fewer unwanted calls. The AI-driven screening will also impact call centres, shifting roles toward complex, human-centred interactions while automation handles routine calls. They could have a potential effect on support and managerial roles. Ultimately, as AI call management grows, responsible design and transparency will be in demand to ensure a seamless, beneficial experience for all users.

References

• https://resources.nvidia.com/en-us-ai-in-telco/state-of-ai-in-telco-2024-report
• https://store.google.com/intl/en/ideas/articles/pixel-call-assist-phone-screen/ 
• https://www.thehindu.com/sci-tech/technology/google-working-on-ai-replies-for-call-screening-feature/article68844973.ece
• https://indianexpress.com/article/technology/artificial-intelligence/google-ai-replies-call-screening-9659612/ 

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