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
AuthorsWall, J.
TypeConference 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.

KeywordsConversational AI; Explainable AI; Fraud Detection; Deep Learning
Year2021
ConferenceTenth International Conference on Intelligent Computing and Information Systems (ICICIS)
PublisherIEEE
Accepted author manuscript
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File Access Level
Anyone
Publication dates
Online03 Feb 2022
Publication process dates
Deposited10 Mar 2022
Journal citationp. 31
Book title2021 Tenth International Conference on Intelligent Computing and Information Systems (ICICIS)
ISBN978-1-6654-4076-9
Digital Object Identifier (DOI)https://doi.org/10.1109/ICICIS52592.2021.9694118
Copyright holder© ICICIS 2021
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