A Conversational AI Approach to Detecting Deception and Tackling Insurance Fraud
Conference keynote
Wall, J. 2021. A Conversational AI Approach to Detecting Deception and Tackling Insurance Fraud. Tenth International Conference on Intelligent Computing and Information Systems (ICICIS). Cairo, Egypt 05 - 07 Dec 2021 IEEE. https://doi.org/10.1109/ICICIS52592.2021.9694118
Authors | Wall, J. |
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Type | Conference keynote |
Abstract | This talk will present a real-world case study in the insurance domain that exploits speech and language to produce an explainable pipeline that identifies and justifies the behavioural elements of a fraudulent claim during a telephone report of an insured loss. To detect the behavioural features of speech for deception detection, we have curated a robust set of acoustic and linguistic markers that potentially indicate deception in a conversation. Statistical measures and machine learning were used to identify these linguistic markers in the right context. The explainable pipeline means that the output of the decision-making element of the system provides transparent decision explainability, overcoming the “black-box” challenge of traditional AI systems. This patent-pending technology, made possible through the support of funding from UK Research and Innovation (UKRI), is now part of a real-world commercial system, called LexiQal. This talk will outline the LexiQal approach to address the need for an efficient data-driven deep learning transparent approach (Explainable AI) to call analytics, an automated approach to forensic statement analysis, where there is a need to interpret the context of the spoken utterances accurately. |
Keywords | Conversational AI; Explainable AI; Fraud Detection; Deep Learning |
Year | 2021 |
Conference | Tenth International Conference on Intelligent Computing and Information Systems (ICICIS) |
Publisher | IEEE |
Accepted author manuscript | License File Access Level Anyone |
Publication dates | |
Online | 03 Feb 2022 |
Publication process dates | |
Deposited | 10 Mar 2022 |
Journal citation | p. 31 |
Book title | 2021 Tenth International Conference on Intelligent Computing and Information Systems (ICICIS) |
ISBN | 978-1-6654-4076-9 |
Digital Object Identifier (DOI) | https://doi.org/10.1109/ICICIS52592.2021.9694118 |
Copyright holder | © ICICIS 2021 |
https://repository.uel.ac.uk/item/8q5v1
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Accepted author manuscript
ICICIS 2021 Abstract.pdf | ||
License: All rights reserved | ||
File access level: Anyone |
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