CommBank deploys AI bots to disrupt scams, protect Australians
CommBank has announced a collaboration with Apate.ai to use near real-time scam intelligence aimed at reducing harm from scams targeting Australians.
Deployment of AI bots
CommBank has introduced a set of AI-powered bot profiles developed by Apate.ai, a cyber-intelligence company originating from Macquarie University. These bots have been engineered to interact with scammers, collect vital intelligence, and disrupt fraudulent operations. The information gathered by these bots is then used in near real-time to inform CommBank's scam prevention systems as well as the wider Australian anti-scam network.
James Roberts, General Manager of Group Fraud at CommBank, described the approach by saying,
"This is about flipping the script. Scammers are increasingly using AI to target Australians – we're turning the tables by using AI to fight back. Every minute a scammer is engaging with a bot, is a minute they're not targeting an Australian. The near real-time intelligence being gathered is a game-changer in how we help to protect our customers and the broader community."
The initiative is the result of a pilot programme launched by Macquarie University in late 2024, which led to the further rollout and enhancement of Apate.ai's bot network. The bots—deployed in their thousands each day—are capable of engaging scammers through both text-based interactions and voice calls. Their purpose is to prolong engagement with scammers and, in doing so, to collect and transmit useful data to scam prevention teams.
How the system works
Apate.ai has implemented a "Honeypot" strategy by working in conjunction with telecommunications partners. The system operates through a large and expanding network of telephone numbers that are intended to attract attention from scammers. When these numbers are contacted by phone or text, the AI bots respond in place of actual people, trapping scammers into prolonged dialogues and producing intelligence on their methods.
Professor Dali Kaafar, Chief Executive Officer and Founder of Apate.ai, commented on the firm's objectives:
"We're on a mission to dismantle the business models of scammers around the world. Our bots share near real-time intelligence to our partners like CommBank to fight scams, helping to shield consumers and businesses and making it harder for scammers to operate."
Professor Kaafar further explained,
"Our system is based on a "Honeypot" strategy. In collaboration with our telco partners, Apate.ai operates a vast and constantly growing network of dedicated telephone numbers connected to the telcos networks and designed specifically to be discovered and targeted by scammers. When a scammer dials or messages one of these numbers, they actually engage in conversations with one of our AI-powered bots and not a person."
Sector-wide approach
Mr Roberts underlined the need for collaboration across industries to address the growing sophistication of scams:
"At CommBank, we're focused on investing in innovative technologies to help combat scams and strengthen Australia's broader anti-scam ecosystem. Our initiatives focus on enhancing cybersecurity, raising public awareness, and collaborating with industry leaders to build a safer digital environment for all Australians."
Through the partnership with Apate.ai, CommBank aims to address the challenge of scammers leveraging new technologies to target individuals. By feeding actionable intelligence into their own and external anti-scam systems, CommBank looks to provide more effective and timely responses to threats, ultimately attempting to reduce the monetary and emotional impact of scams on Australians and the community at large.
The banking sector in Australia continues to experience heightened pressures from the rise of scams, especially those employing artificial intelligence to target consumers and businesses. CommBank's recent implementation of AI-driven countermeasures reflects broader trends within the financial sector to adapt and fortify defences against evolving cyber threats.
