The new AI model complements the automatic block filter that was deployed by the bank last year across its digital banking channels
CBA has implemented the technology within the CommBank App and Netbank. (Credit: Commonwealth Bank of Australia)
Commonwealth Bank (CBA) has deployed artificial intelligence (AI) technology and machine learning techniques to identify abusive behaviour in transaction descriptions.
The Australian multinational bank has implemented the technology within the CommBank App and Netbank.
Developed in the CBA AI Labs, the new model is expected to boost the bank’s defence against technology-facilitated abuse.
The new AI model complements the automatic block filter that was deployed by the bank last year across its digital banking channels.
The filter was implemented to prevent transaction descriptions that include threatening, harassing or abusive language.
CBA community and customer vulnerability general manager Justin Tsuei said: “Technology-facilitated abuse is a serious problem, and completely unacceptable behaviour.
“We want to ensure our customers feel safe when they are using our platforms, and it’s our responsibility to do everything we can to provide the right measures of protection across our channels.”
According to the bank, the automatic filter was helpful in blocking more than 100,000 transactions that used offensive language during the three-month period from 1 May to 31 July this year.
The new AI model was able to identify 229 unique senders of potentially serious abuse in those transactions.
CBA stated the new model is part of its efforts to implement AI-powered optimisation for enhanced innovation across its digital channels.
Tsuei said: “The new model, which uses advanced AI and machine learning techniques, allows us to provide a more targeted and proactive response than ever before.
“It builds on the work we have already done to fortify our digital channels from being used to perpetrate technology-facilitated abuse, including updating our Acceptable Use Policy and implementing an automatic block on offensive language being used in transaction descriptions.”
CBA has also introduced various intervention measures to support customers who are recipients of technology-facilitated abuse.
The interventions include creating new safe accounts for victim-survivors, and de-linking the victim-survivor’s bank account from PayID to prevent perpetrators from sending abusive transactions.
In August this year, the bank revealed that 70% of the banking transactions conducted by its customers are digital. The CommBank app witnessed an increase in its users to 6.4 million from 5.6 million in June 2019.