Back

Opening Keynote: Combating Insurance Fraud and Deception with Conversational AI

KeynoteInsurance Tech & AI Club Briefing 3

2025-09-11 | 09:35 AM - 10:00 AM

Information

Conversational AI is quickly becoming a powerful frontline tool in the fight against insurance fraud. By analysing how customers speak, insurers can detect inconsistencies, hesitation patterns, and scripted behaviour that may indicate deception. This keynote will explore how real-time voice and text interactions are being transformed into actionable intelligence, supporting fraud prevention teams while enhancing the customer experience.

  • How conversational AI is helping detect intent, emotion and behavioural anomalies in claims and contact centre interactions
  • The value of real-time voice analysis in triaging claims and flagging suspicious patterns at first notice of loss
  • The ethical and regulatory considerations of using AI in live customer conversations: transparency, consent, and oversight
  • How conversational AI can support human fraud teams with faster triage and clearer investigative signals

Speakers

University of West London

Julie Wall

University of West London

Professor of AI & advanced computing - school of computing and engineering