Prevent / Care
Fraud-signal verification outreach
A transaction looks wrong at 3am — the agent reaches the customer to verify before the loss lands, and runs the fix end to end if it was fraud.
What it does
When a transaction deviates from a customer's behavioral baseline, every hour of silence costs money on one side and trust on the other: the customer either eats a fraudulent charge or discovers their card was blocked at the worst possible moment. The agent contacts the customer the moment a fraud signal fires — push, SMS, or a voice call — and asks one question: was this you? A "yes" closes the case in seconds and unblocks the account. A "no" starts the remediation journey in the same conversation: lock the card, initiate the replacement, open the dispute, keep the customer informed through to resolution. In one industry study, 42% of card issuers reported saving more than $5M in fraud over two years with AI-driven prevention.
How it works
- 1Trigger. the fraud or risk engine fires — a transaction outside the behavioral baseline, an unusual login, a velocity alert.
- 2Decision. the agent weighs the alert against context — is the customer traveling, has this merchant been used before, is a conversation already open — and an independent quality judge clears every unprompted message before it goes out; if the alert resolves itself first, the outreach is cancelled rather than sent stale.
- 3Action. a verification request on the fastest channel the customer has consented to — push with in-app confirmation, SMS fallback, a voice call for high-value cases — sent through the messaging channels the client already owns.
- 4Follow-through. confirmed-genuine writes back and lifts any hold instantly; confirmed-fraud locks the card, starts the replacement, opens the dispute, and follows up until it resolves — one continuous journey instead of a report and a queue.
Configuration
How the agent is wired for this use case.
- Fraud/risk engine · ingest the alert and weigh it against context (travel notices, prior merchant use, open conversation)
- Messaging channel · send the judge-gated verification request on the fastest consented channel
- Core banking system · lift the hold on a genuine confirmation; lock the card and initiate reissue on a fraud confirmation
- Dispute-management system · open the dispute and track it to resolution
- Memory store · write the verification outcome back and follow up until it resolves
What you need
The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.
Signals
fraud-engine and risk alerts, transaction events with merchant and geo metadata, behavioral-baseline deviation scores
Data
verified contact channels and consent state, card and account status, travel notices, open-case history
Guardrails
quality judge on every unprompted message; never request credentials or full card details; frequency caps; stale alerts cancelled before send; instant human handoff on distress or complex cases; a full audit trail per interaction
Metrics it moves
- fraud-lossesdown: verification happens in minutes, not after the statement shock
- csatup: customers experience protection rather than friction, because the bank reached them first
- time-to-resolutiondown: lock, replacement, and dispute all start in the same conversation as the verification
Related use cases
KYC/KYB onboarding with document chase
the same verified-identity rails at account opening
Compliant collections and promise-to-pay
the sibling regulated outreach in fintech
Preventive CX — reach out before the user arrives angry
the general pattern this card applies to fraud
See it on your own customer journey
Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.
Book a demo