Starling Bank launched an AI-powered tool within its app to help customers spot the warning signs of purchase scams. The new tool, ‘Scam Intelligence’, is the first of its kind offered by a UK bank and allows customers to upload images of items, marketplace ads, and messages from sellers for analysis.
The feature, which is built with Google’s Gemini models in collaboration with Google Cloud, analyses the content for signs of fraud and provides personalised guidance to the customer in seconds. The tool is available starting today for all personal, joint, and business account customers.
How the AI tool works
The ‘Scam Intelligence’ tool is designed to intercept Authorised Push Payment (APP) fraud, which accounted for £450million of the £1.17billion lost to fraud in the UK in 2024.
Customers can upload an image of an item or listing from an online marketplace, or a screenshot of a text or message from a potential scammer asking for a money transfer. The tool uses Google’s Gemini models to understand the context of the images and text. Starling’s own proprietary systems then provide a risk assessment.
For example, if a customer uploads an ad for a bike on Facebook Marketplace, the tool might warn them that the price is “too good to be true,” that the image in the ad is not genuine, or that the seller’s bank account details do not match. It can also detect common scammer tactics, such as applying pressure or requesting a transfer before an item has been seen in person.
Armed with this analysis, the customer can then make a more informed decision on whether to proceed with the purchase.
“With Scam Intelligence, Starling customers can better protect themselves from scams, and learn more about the warning signs too,” said Harriet Rees, chief information officer at Starling. “Knowledge is power when it comes to managing and protecting your money, and we believe AI is giving our customers exactly that.”
A new tool in the fight against fraud
The launch was welcomed by the UK government’s Minister for Fraud, Lord Hanson, who called the tool “a great example of how AI can be used in the battle against fraud.”
“Fraud is ruthless, and it’s vital that every organisation supports people to avoid scams,” Lord Hanson said. “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.”
Starling confirmed that the tool is an opt-in feature and is not mandatory. In line with the bank’s privacy commitments, 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 Drury, 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.”
‘Scam Intelligence’ is the second AI-powered feature Starling has launched for customers, following its ‘Spending Intelligence’ tool in June.
