Overview

• As of June 27, the bank has operationalized 10,000 AI bots to divert hundreds of thousands of scam calls away from real customers.
• Bots are fine-tuned with Australian accents, slang and diverse personas to engage fraudsters without detection.
• Dedicated “honey pot” phone numbers supplied by telco partners bait scammers into near real-time interactions with the bots.
• Data gathered during these calls generates instant alerts and blocks within CommBank’s fraud systems to shield customers.
• CommBank is sharing its intelligence industry-wide and banks such as Westpac and NAB are also exploring AI-driven scam defenses.