  Since introducing changes to the New Payments Platform (NPP) to include
longer messages as payment descriptions, it has been identified that people are
now using it for communication, and in some cases, the system was being used as
a targeted form of domestic and family violence. This type of tech-assisted
abuse poses new challenges in terms of identification, actions and approaches
to rectify this behaviour. Commonwealth Bank of Australia's Artificial
Intelligence Labs team (CBA AI Labs) has developed a new system using advances
in deep learning models for natural language processing (NLP) to create a
powerful abuse detector that periodically scores all the transactions, and
identifies cases of high-risk abuse in millions of records. In this paper, we
describe the problem of tech-assisted abuse in the context of banking services,
outline the developed model and its performance, and the operating framework
more broadly.
