The Return of Voice: Tackling Fraud & Vulnerability in Financial Services

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Overview
Who this is for
Why attend
Article

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As AI brings opportunities but also new threats for pure digital channels, voice calls are re-emerging as a powerful and reinvigorated way for companies to service customers, gather rich information, detect fraud, and identify vulnerabilities, thereby transforming contact centre performance.

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Overview

AI is accelerating in financial services bringing both innovation and risk. While digital channels have driven efficiency, they have become weaker in countering threats to manipulation, automated deception and synthetic fraud.

This exclusive executive event explores the strategic value of voice as a uniquely powerful channel, demonstrating the real-time insights being used to tackle Fraud, vulnerability compliance and commercial performance in Financial Services.

Through expert-led presentations and live demonstrations, you’ll gain a clear view of how conversations can be transformed into actionable intelligence during customer interactions at a fraction of previous costs.

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Who this is for

C-level and senior leaders in banking and insurance
Heads of Fraud, Financial Crime and Risk
Customer Contact, CX and Operations Directors
Digital Transformation and Technology Leaders

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Why attend

Gain a board-level view of the evolving AI landscape and where voice fits in to fight fraud, improve risk assessment, and improve service

– Understand why voice is re-emerging as an affordable and critical control point

– Experience real-world applications through live demonstrations

– Discover how linguistic and interaction data can deliver:

Improved fraud detection accuracy
Better identification of vulnerable customers
Increased sales conversion and retention
Automated QA and operational efficiency

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Article

Read this new thought provoking article to position why attending this event is essential:

Is AI’s Disruptive Power Set to Unleash a New Wave of Insurance Fraud?

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Agenda:

8:15am-9am - Registration & Tea/Coffee

Register your attendance, refresh, and refuel before getting settled in.

When arriving at the AWS HQ, you will need to bring some formal identification to access the building. This is typically a driving license or passport.
9am - Welcome and Why Voice Matters Again, Right Now

Adrian Webb

A strategic introduction to the shifting fraud and customer landscape, and why voice is moving back to the centre of decision-making.
9:05am - Session 1: The Hidden Signals of Deception

Dr Elisabeth Carter, World-leading criminologist, forensic linguist and fraud specialist

What if fraud could be identified in what people say instead of how they say it?
Dr Carter explores the science of linguistic analysis and how patterns of word choice can reveal important clues about the underlying pressures and motivations of speakers. This then offers new and powerful avenues for fraud detection.
9:25am - Session 2: Turning Every Conversation into Intelligence

Ian Taylor, Head of CX, Avoira

How can insurers unlock the full value of their customer interactions?
Ian reveals how interaction data is being transformed into actionable insight, enabling organisations to detect vulnerability, increase sales performance, automate quality assurance, and enhance agent effectiveness through real-time assist and risk scoring.
9:45am - Session 3: From Insight to Action, Fraud, Regulation & Real-World Deployment

Adrian Webb

Moving beyond theory, this session explores how operationalising linguistic intelligence within fraud and compliance frameworks can help to balance detection accuracy, regulatory requirements, and customer fairness in a rapidly evolving landscape.
10:05am- Session 4: Executive Panel: The New Fraud Landscape in an AI-Driven World
A candid discussion with our speakers and the audience on how AI is reshaping fraud risk and what leaders must do now.
- How fraudsters are exploiting AI today
- Where traditional controls are failing
- The role of voice in future-proofing fraud strategy
- Audience Q&A with industry experts
10:35am - Session 5: Live Demonstration & Networking: Voice in Action
See how it works in practice:
- Live insurance call scenario
- Real-time tagging and risk identification
- How organisations can build a 360° view of customer risk and opportunity
11:00am - End of Session

Meet our Speakers

Adrian Webb
Dr Elisabeth Carter
Ian Taylor

Adrian Webb

Adrian is an expert in interpretation theory and linguistics-led fraud detection within current regulatory frameworks, with a focus on applying advanced analytics within real-world financial services environments.

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Dr Elisabeth Carter

Dr Elisabeth Carter, a specialist in linguistic and behavioural analysis, focused on identifying deception and cognitive indicators within voice interactions.

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Ian Taylor

Ian is a Voice AI Specialist, specialising in transforming interaction data into measurable business outcomes across performance, compliance and customer insight.

LinkedIn Profile

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Spaces are strictly limited to maintain an executive-level experience.

We would really appreciate it if you would RSVP (Yes or No). This way we can keep those of you who can make it up to date, and we can inform you if there are any last minute changes.

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Location

The event will take place at AWS HQ:

AWS Headquarters, 60 Holborn Viaduct, London EC1A 2FD

When arriving at the AWS HQ, you will need to bring some formal identification to access the building. This is typically a driving license or passport.

Is AI’s Disruptive Power Set to Unleash a New Wave of Insurance Fraud?

AI is revolutionising how insurers do business. But will they soon be playing catch-up as professional and opportunistic fraudsters exploit the technology?

Read this thought provoking article to understand more about how voice could be used to tackle a problem of AI use in insurance fraud.

Article