Westpac is piloting an advanced artificial intelligence tool designed to assist its fraud prevention teams in identifying and stopping scams in real time. Positioned as a major advancement in customer protection, the bank describes the initiative as a significant step forward in using technology to enhance frontline response to fraud.

The AI-powered call assistant, believed to be the first of its kind in Australia, is currently being integrated into Westpac’s customer service systems. It monitors live customer calls, detects potential scam indicators, and provides real-time prompts to staff—particularly in situations where customers may be unknowingly interacting with scammers.

Westpac Aims To Strengthen Scam Defences With Real-Time AI Support

Currently trialled within Westpac’s specialist scam and fraud division, the technology has demonstrated promising results, significantly enhancing the team’s ability to identify and prevent scams more quickly and effectively.

Westpac’s Chief Executive Officer, Anthony Miller, explained that handling scam reports can be tricky because the calls are often emotional and fast-paced. He said the AI helps by filling in gaps during those urgent calls, making it easier for the team to respond quickly and effectively.

The rollout comes at a time when scam tactics are becoming more advanced, with scammers using fake voices, fake websites, and sneaky ways to bypass security by stealing personal data.

The AI assistant can create live call transcripts, alert staff to scam signs, and even detect if someone is secretly guiding a victim during the call. It also gives staff smart follow-up questions when the risk seems high.

Westpac Plans Bank-Wide AI Expansion After Successful Scam Prevention

Miller said the tool supports staff by giving real-time suggestions when it suspects a scam is happening, helping them ask the right questions and protect customers more effectively.

Early results show that scam prevention is faster and more successful with the AI tool. Miller noted that team members using it are catching more scams and doing so quicker than those not using the tool. He said it’s rewarding for the staff to be able to help customers during such tough situations.

Westpac is also thinking about using this AI in other parts of the bank. Although still being tested, the tool is already seen as a helpful upgrade for how bankers support customers.

This new AI assistant is one of the first tools from Westpac’s in-house AI Accelerator program. It builds on the bank’s large investment in scam protection, which has already helped save hundreds of millions in losses.