DG^VoiC: Speaker Clustering for Fraud Investigation under Real Call-Centre Conditions
Authors: Muhammad Shakeel Akram, Amal Htait, Abdul Hamid Sadka, Emma Meisingseth, Karishma Jaitly
Organizations: Aston University · Birmingham,UK · Domestic & General · Wimbledon, UK
Abstract
Insurance fraud remains costly and operationally difficult, particularly in call-centre workflows where many customer interactions begin at FNOL. While recent fraud detection methods mainly rely on structured data, text, or images, repeated speaker identity across calls remains underused as an investigative signal. This paper presents DG^VoiC, a voice clustering framework for customer verification and cross-profile speaker linking on anonymised real call-centre audio. The approach combines sensitive information-aligned anonymisation, speech-focused preprocessing, sliding-window speaker embedding extraction, and cosine similarity based clustering to identify repeated speakers under real telephony conditions. The method was evaluated on 121 recordings, with a curated reference subset of 56 samples in 22 human-agreed speaker clusters. used for validation. The best configuration achieved 96% AMI, 95% ARI, 98% completeness, 100% homogeneity, and 99% V-measure. These results show that speaker clustering can provide a strong additional signal for fraud investigation by helping analysts verify speaker consistency and surface repeated voices across customers.
Insurance fraud imposes substantial financial losses and operational inefficiencies, raising premiums and impacting trust among legitimate policyholders. Early detection at FNOL remains a persistent challenge. Existing approaches rely largely on private, text-only datasets, limiting progress on multimodal methods that integrate linguistic, behavioural, and speaker-based indicators. We introduce a synthetic multimodal framework that replicates FNOL conditions. It generates agent-customer dialogue transcripts and two-speaker audios, performs ASR and diarisation. Downstream modules combine NER, regex-based feature extraction, LLM-RAG retrieval, and speaker embeddings in a rule-based risk score to flag narrative reuse, structural inconsistencies, and cross-case voice repetition while balancing sensitivity and false positives. Dataset validation and component-level evaluations show stability and transfer potential, offering a reproducible baseline beyond text-only fraud detection.
Muhammad Shakeel Akram, Amal Htait, Abdul Hamid Sadka +2
Telecom fraud scripts evolve rapidly and are often designed to resemble routine service conversations, creating two key requirements for audio-based telecom-fraud evaluation. First, benchmarks must incorporate newly observed scam patterns without overwriting previously established test sets. Second, they must distinguish fraud from lawful, near-domain calls rather than relying on topic-separated negative examples. We present TeleAntiFraud 2.0, constructed with our Mixed-Tree Anti-Fraud Generation Pipeline and evaluated under a monthly frozen evaluation protocol. The pipeline transforms online fraud-case abstracts into profile-grounded scenarios, expands them through mixed-tree generation, realizes fraud and non-fraud dialogue paths under shared contexts, renders validated dialogues as role-matched speech, and freezes the resulting audio, labels, prompts, manifests, and provenance records for each monthly evaluation set. Each frozen set contains 900 Chinese calls, comprising 600 fraud and 300 near-domain non-fraud cases. Controlled text experiments show that three classifiers achieve perfect macro-averaged F1 (Macro-F1) when evaluated against unrelated or ordinary negatives, but drop to 0.65-0.68 with near-domain sibling negatives. Full-set audio and automatic-speech-recognition plus large-language-model (ASR+LLM) evaluations further reveal class-prior shortcuts, prediction collapse, and snapshot sensitivity. Together, these findings establish near-domain construction and collapse-aware reporting as core requirements for evaluating audio-based telecom-fraud models under realistic confusable conditions. The accompanying research artifact includes the construction code, evaluation scripts, manifests, and documentation. Our dataset and code are available at https://anonymous.4open.science/r/TeleAntiFraud-2_0-EEB2/.
The rapid advancement of generative AI has made audio deepfakes increasingly indistinguishable from authentic human vocals, posing significant threats to persons-of-interest (POI) such as public figures. Current detection systems primarily rely on generic, black-box models that fail to capture speaker-specific idiosyncratic traits and lack interpretability. In this paper, we propose Phoneme-based Voice Profiling (PVP), a novel personalized defense framework. By shifting the detection paradigm from macro-utterance analysis to micro-phonetic modeling, PVP captures the unique acoustic distributions underlying a POI's habitual articulatory patterns. Specifically, our framework models speaker-specific phonetic realizations using lightweight Gaussian Mixture Models (GMMs) estimated solely from bona fide reference speech. This design enables data-efficient profiling and robust generalization to previously unseen spoofing attacks without requiring heavy spoof-specific training. Furthermore, we introduce the first large-scale Chinese POI deepfake dataset to benchmark speaker-specific detection. Experimental results demonstrate that PVP significantly outperforms state-of-the-art generic detectors in POI spoofing scenarios, achieving substantial EER reductions while providing fine-grained, phoneme-level interpretability for forensic analysis. Code and data are available at: https://github.com/JunXue-tech/PVP