Starling Bank has launched Scam Intelligence, a new AI-powered tool designed to help customers identify potential purchase scams before they happen.
The feature allows users to upload images of items or ads from online marketplaces, which are then analysed by AIfor signs of fraud. Within seconds, customers receive personalised guidance to help them make safer buying decisions.
This marks the first time a UK bank has offered an AI scam detection tool within its app. The rollout follows the success of Starling’s Spending Intelligence tool, introduced in June, which made Starling the first UK bank to integrate AI directly into customer features.
The new tool is available from today for personal, joint, and business account holders, reinforcing Starling’s position as a leader in AI-driven banking innovation and customer protection.
“With Scam Intelligence, Starling customers can better protect themselves from scams, and learn more about the warning signs too,” said Harriet Rees, CIO at Starling. “Knowledge is power when it comes to managing and protecting your money, and we believe AI is giving our customers exactly that.”
The fight against fraud
Scam Intelligence launches as fraud cost the UK £1.17 billion in 2024, with authorised push payment (APP) fraud, where customers unwittingly approve payments to scammers, accounting for £450 million. The bank aims for Scam Intelligence to reduce instances of APP fraud by warning customers against specific indicators of scams and educating them about what to monitor for in future transactions.
Customers can upload an image to Scam Intelligence, including images of items, listings and messages from sellers on online marketplaces. The tool can also analyse screenshots of texts and messages from potential scammers that are asking Starling customers to transfer money.
If a customer is trying to buy a bike from Facebook Marketplace, Scam Intelligence might inform them that the price is too good to be true, the image in the ad isn’t genuine, or the bank account details don’t match the seller’s details. If a customer is trying to buy a guitar on eBay, Scam Intelligence might flag the seller’s refusal to use eBay’s secure payment features. Similarly, if customers receive requests to transfer money before seeing an item in person, Starling’s tool could detect pressure and urgency tactics.
Armed with this intelligence, customers can then decide whether to continue with the purchase, or not.
“Fraud is ruthless, and it’s vital that every organisation supports people to avoid scams. I welcome Starling’s new tool, which is a great example of how AI can be used in the battle against fraud,” said Minister for Fraud, Lord Hanson. “This government is stepping up our response, bringing forward an expanded Fraud Strategy to disrupt criminal networks and protect the public. I continue to urge everyone to follow Stop! Think Fraud advice.”
“We’re on a mission to help our customers be ‘Good with money’, from how they spend it to how they save and protect it. While we work with social media platforms and mobile networks to combat fraud at source, Scam Intelligence is a tool people can use to help protect themselves.” said Catherine Britton, Head of Fraud Risk at Starling Bank.
Starling’s AI vision
Scam Intelligence is engineered using Google’s Gemini models, running on the secure and scalable Google Cloud platform. This allows the tool to understand the context of the uploaded images and text, before Starling’s proprietary systems provide a risk assessment.
In line with Starling’s commitment to privacy, customers have to opt in to use Scam Intelligence and use of the tool is not mandatory. All data remains securely within Starling’s Google Cloud environment and is not used for training purposes.
“Fraud is a huge problem for UK consumers, and we believe AI can be a powerful tool to help tackle it,” said Graham Dury, Director, FSI, Google Cloud in the UK and Ireland. “By working together with Starling and using our Gemini models on a secure cloud platform, we’re giving customers a new way to spot the signs of a scam. It’s a brilliant example of using AI to help protect millions of people.”
