Automation and Transparency across Financial and Legal services: Mitigating Risk, Enhancing Efficiency and Promoting Customer Retention through the Application of Voice and Emotional AI

2017年，保险欺诈给英国造成了30亿英镑的损失，自2015年以来增加了8%，相当于每起欺诈性索赔10,400英镑。这将导致每份保单增加50英镑。目前识别非法索赔的人工流程重复、耗时、效率低下、用户不友好，没有考虑到易受伤害的客户。这使得欺诈识别成为人工智能功能的主要目标。随着亚马逊Echo的发布，公众越来越意识到语音激活人工智能：“语音控制家庭”的市场领导者。目前先进的情感人工智能技术通过计算机视觉、语音分析和/或生物识别传感器捕捉（非语言）人类表情。他们缺乏处理速度，无法理解声乐和语言学。目前还没有解决方案将人工智能和语音技术结合起来，以实现真正的对话，并充分解释其决策。为了解决这一差距，智能语音旨在开发一种人工智能软件，可以从语音中检测和解释情感和语言。该项目与Strenuus的行为分析专家和东伦敦大学的深度神经网络学者合作，旨在开发一种语音AI技术，用于可信度/脆弱性评估、关键词识别、呼叫中行为指导和决策过程的透明度，并由保险联络中心在现场索赔处理过程中进行试验。这将为反欺诈领域提供突破性的技术，同时为英国提供具有跨行业潜力的深度神经网络和人工智能方面的独特专业知识。所有合作伙伴都有能力利用这一机会：智能语音在金融/保险服务市场拥有语音识别/转录软件的现有全球客户群，Strenuus用他们的语言算法完成了概念验证研究，以评估可信度，成功识别欺骗，UEL在数据分析，机器学习架构和AI可解释性方面拥有可证明的专业知识。在InnovateUK的支持下，需要一个为期30个月的工业研究和实验开发计划，以开发行为分析算法，解释系统的神经网络，将解决方案集成到ICE的现有平台上，并在受控环境中试用该技术。项目的成功将支持到2021年的商业化，以建立：-智能语音在语音识别软件市场的最前沿，准备显着增长;- Strenuus作为行为分析的领导者与新颖的音频处理算法;- UEL作为英国领先的大学与国家的最先进的DNN解释。"

"Insurance fraud costed the UK £3B in 2017, increasing 8% since 2015, equating to £10,400 per fraudulent claim. This causes an increase of £50 per policy. Current manual processes to identify illegitimate claims are repetitive, time-consuming, inefficient, non-user friendly with no consideration for vulnerable customers. This presents fraud identification as a primary target for developed AI capabilities.The public are becoming increasingly aware of voice activated AI following the release of Amazon's Echo: a market leader in the 'voice-controlled home'. Resultant scientific research surrounding this is focusing on adding intelligence to spoken commands for real-time information.Current advanced emotional AI technologies capture (non-verbal) human expressions via computer vision, voice analysis and/or biometric sensors. These lack processing speed and are unable to understand both vocalics and linguistics. No solution currently combines artificial intelligence and voice technology for a true conversation with full explainability of its decision.Addressing this gap, Intelligent Voice aim to develop an AI software that detects and interprets emotion and linguistics from voice. In collaboration with behavioural analysis experts at Strenuus and deep neural networks academics at University of East London, this project aims to develop a vocal AI technology for credibility/vulnerability assessment, key word spotting, in-call behavioural guidance and transparency of the decision-making process, trialled by an insurance contact centre during live claims handling. This will offer a breakthrough technology for the anti-fraud sector, simultaneously providing unique expertise to the UK in deep neural networks and AI with cross-sector potential.All partners are well placed to exploit this opportunity: Intelligent Voice have an existing global client-base for their voice recognition/transcription software in the financial/insurance services market, Strenuus completed Proof-of-Concept studies with their linguistic algorithms to assess credibility, successfully identifying deception, UEL has demonstrable expertise in data analytics, machine learning architecture and AI explainability. Insurance software providers are in place as in-kind contributors for exploitation.With InnovateUK support, a 30-month programme of Industrial Research and Experimental Development is required to develop behavioural analysis algorithms, explain the neural networks of the system, integrate the solution to ICE's existing platform and trial the technology in a controlled environment. Project success will support commercialisation by 2021, to establish:- Intelligent Voice at the forefront of the speech recognition software market, poised for significant growth;- Strenuus as a leader in behavioural analysis with novel audio processing algorithms;- UEL as a UK leading university with state-of-the-art explaining of DNNs."