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

金融和法律服务的自动化和透明度：通过应用语音和情感人工智能来降低风险、提高效率并促进客户保留

• 批准号: 104817
• 金额: $ 173.49万
• 依托单位: INTELLIGENT VOICE LIMITED
• 依托单位国家: 英国
• 项目类别: Collaborative R&D
• 财政年份: 2019
• 资助国家: 英国
• 起止时间: 2019 至 无数据
• 项目状态: 已结题
• 来源: https://gtr.ukri.org/projects?ref=104817
• 关键词: Automation; Transparency; across; Financial; Legal

"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."

“保险弗鲁德（Furud）在2017年为英国花费了3B英镑，自2015年以来增长了8％，相当于每个欺诈性索赔的10,400英镑。这导致每项政策增加50英镑。目前的手动流程来确定非法索赔的重复性，时间耗时，无效的，无效的，无用的友好型，无需考虑越来越多的顾客，以易于识别，这是一个较脆弱的客户。在Amazon的Echo发布之后，AI被激活：“语音控制家”中的市场领导者。智力和语音技术进行真实对话，并充分解释其决定。编制差距，智能的语音旨在开发一种AI软件，以检测和解释语音中的情感和语言学。该项目与East of East London大学的Strenuus和深层神经网络学者的行为分析专家合作，该项目旨在开发一种人声AI技术，用于可信度/脆弱性评估，关键单词发现，呼叫行为指导和决策过程的透明度，并在现场索赔操作中受到保险联络中心的试验。这将为反弗拉德部门提供一项突破性技术，只是在深层神经网络中为英国提供独特的专业知识，并且具有跨部门潜力的人工智能。所有合作伙伴都可以利用这一机会。 UEL在数据分析，机器学习体系结构和AI解释性方面表现出了专业知识。保险软件提供商已成为利用的实物贡献者。在Innovateuk支持下，需要30个月的工业研究和实验开发计划来开发行为分析算法，解释系统的神经网络，将解决方案集成到ICE现有平台的解决方案，并在受控环境中试用该技术。项目成功将支持到2021年的商业化，以建立： - 在语音识别软件市场的最前沿的智能声音，以显着增长而中毒； - 斯特雷努斯（Strenuus）作为行为分析的领导者，具有新颖的音频处理算法； - uel作为英国领先的大学，并具有最先进的大学，并解释了DNNS。”