Westpac deploys AI assistant to help staff support scam victims in real time

Westpac Pilots AI Assistant to Support Staff Handling Scam Calls

Westpac has introduced an AI assistant to help customer support teams manage calls from customers who suspect they’ve been scammed. This real-time tool is built into the bank’s frontline service and operations systems, providing staff with immediate insights during phone conversations.

The AI listens to calls as they happen, highlighting important cues that enable bankers to respond more effectively. It’s currently being tested within Westpac’s specialist scam and fraud team.

How the AI Assistant Supports Staff

• Provides live transcripts of customer calls
• Alerts operators when key scam indicators appear
• Offers prompts to guide the conversation towards faster resolutions
• Detects if a scammer might be coaching the customer in the background

This support helps staff quickly piece together information in situations that are often urgent and emotionally charged. Accurate and timely responses are critical when customers fear they have fallen victim to scams.

Benefits Seen So Far

Westpac’s CEO highlights that the AI tool helps fill information gaps during calls, allowing teams to respond more efficiently and consistently. Early results from the pilot show promising improvements in handling these sensitive calls with greater speed and accuracy.

This initiative is part of Westpac’s broader AI Accelerator program, aimed at strengthening scam detection and prevention.

Potential Beyond Scam Support

While the tool is focused on scam and fraud cases right now, Westpac is exploring how similar AI assistance can improve support across other banking services. The goal is to streamline interactions and enhance customer experiences bank-wide.

Customer support professionals interested in AI tools that enhance real-time communication and decision-making may find this development relevant.

For those looking to expand their skills in AI applications for customer service, exploring AI training courses tailored for support roles could be beneficial.