Westpac is trialling a new artificial intelligence tool that is helping its fraud teams stop scams in real time, with the bank calling it a game-changer for customer protection.
Described as the first of its kind in Australia, the AI-powered call assistant is being integrated into Westpac’s customer service platforms. It listens to conversations in real time, highlights key indicators, and offers prompts to bankers to help them better support customers – especially those who may be falling victim to scams.
The tool is currently being piloted by Westpac’s specialist scam and fraud team, where it has already shown promising results.
“Our customer service specialists are often trying to solve complex puzzles with many missing pieces,” said Westpac CEO Anthony Miller (pictured).
“In urgent circumstances, like when a customer thinks they’ve been scammed, these calls can be very emotive with lots of information that our operators need to synthesise very quickly. This AI tool is helping fill some of those gaps and is aiding our teams in real-time so they can more effectively respond.”
The launch comes as financial institutions ramp up defences against a surge in scam activity—much of it driven by sophisticated tactics and artificial intelligence. New scam techniques now include impersonation using AI-generated voices, phishing websites that mimic banks, and scammers bypassing security questions by mining data from fake forms or cold calls, with criminals now actively targeting banking systems and exploiting personal information like CRNs and password recovery prompts.
One in ten Australians fell victim to personal fraud between 2023 and 2024, according to the Australian Bureau of Statistics.
The AI assistant can generate live transcripts, alert operators when scam indicators are detected, and even identify situations where a scammer may be coaching a customer in the background. It also suggests tailored questions for staff to ask during calls when scam risk is high.
“When a customer is on the phone to Westpac, the AI tool will offer prompts to our operators where it detects the customer may have fallen victim to a scam,” Miller said. “It helps ensure we can deliver consistently for our customers, enhancing the skills and capability of our team.”
According to Miller, early pilot results are positive, with team members using the tool stopping more scams – and doing so more quickly – than those not using it.
“They’re having deeper conversations and getting results with those using the technology successfully stopping more scams and reaching that outcome faster than those who aren’t,” he said.
“This is immensely satisfying for our team who are so committed to helping our customers in those difficult moments.”
Miller added that the AI could eventually be deployed in other areas of the bank.
“While still in trial phase we’re already thinking about how the AI could be deployed elsewhere in the bank to improve and streamline how our bankers support customers,” he said.
The AI assistant is one of the first innovations launched through Westpac’s internal AI Accelerator program and builds on more than $100 million the bank has invested in scam protection over the past two years. These initiatives have helped prevent over $500 million in losses to scammers.
Key technologies include:
