Westpac has developed an AI assistant designed to support staff in handling customers who believe they have been scammed.
The real-time call assistant technology is being integrated into the bank’s customer service and operations platforms. This AI synthesizes information from conversations as they happen, highlighting key indicators that enable bankers to respond more effectively.
Currently piloted within the bank’s specialist scam and fraud team, the AI assists operators with live transcripts, alerts them to detected key indicators, and offers prompts to facilitate quicker resolutions. It can also identify situations where a scammer may be coaching a customer in the background.
Westpac CEO Anthony Miller stated, “Our customer service specialists often face complex puzzles with many missing pieces. In urgent scenarios, such as when a customer suspects they’ve been scammed, these calls can be very emotional, requiring rapid synthesis of a lot of information. This AI tool helps bridge those gaps, aiding our teams in real-time for more effective responses.”
He also noted, “Early results from our pilot demonstrate the potential of this technology to deliver faster, more effective, and consistent outcomes for customers during critical moments.”
This technology represents one of the first frontline AI innovations within the bank’s ‘AI Accelerator’, enhancing its scam detection and prevention capabilities.
Miller added, “Beyond scams and fraud, this tool has significant potential. Although still in the trial phase, we’re already considering how the AI can be deployed elsewhere in the bank to improve and streamline how our bankers support customers.”