Challenge

NAB's fraud analysts sit at the bank's last line of defence against industrial-scale financial crime. They were also being asked to do it from a tangle of legacy systems that demanded data assembly before it allowed decision-making.

Strategy

The strategy started with the analyst workflow, not the software stack: reduce cognitive load, shorten time-to-signal, and make judgement easier to apply.

AI was positioned as an assistant to human judgement, not an automated decision-maker.

Innovation

The future state simplified the investigative journey from ten fragmented steps to six core phases, introduced universal smart search and smart tables as Day 1 basics, and shaped three flagship concepts: DialogIQ for real-time call analysis, Action Snapshot for automated case timelines, and Workflow IQ for case orchestration.

Results

NAB now has a measurement framework spanning fraud performance, operational efficiency, analyst experience and customer impact, and a workbench vision aligned to its broader GenAI agenda.