Accelerating Fraud Resolution with Digital Humans: How a Leading North American Bank Leveraged AI to Detect Fraud and Resolution
Quantiphi, in collaboration with NVIDIA, enabled one of North America’s largest financial institutions to streamline its fraud management processes through advanced LLM-powered conversational avatar. This innovative solution significantly reduced fraud resolution times, improved operational efficiency, and delivered an enhanced, secure, and seamless customer experience.
About the Client
The client is one of North America’s largest financial institutions, offering banking and financial services to millions of customers globally. Renowned for innovation and a customer-centric approach, the bank aimed to significantly enhance its fraud correction support to meet growing customer demands effectively.
Problem Statement
The client faced challenges in managing high call volumes related to fraud verification, leading to prolonged resolution times, escalations, decreased customer satisfaction, and operational complexities.
Challenges
- Lengthy Fraud Resolution Process: High call volumes and manual fraud verification delayed responses, negatively affecting customer experiences.
- Complex Escalations: Difficult fraud cases frequently required escalation to branch fraud support officers, further increasing resolution time.
- Lower Customer Satisfaction (CSAT): Manual and extended resolution processes caused frustration among customers, resulting in lower CSAT scores.
- Compliance and Monitoring Overhead: The necessity of detailed documentation and continuous monitoring of fraud cases, alongside customer education on fraud prevention, increased operational burdens.
The Solution
Quantiphi partnered with NVIDIA to develop and deploy an LLM-powered conversational avatar specifically designed to assist customer care specialists by automating pre-checks, validations and transactional analysis to recommend best possible resolution in alignment with fraud policy and regulations.
Solution Highlights:
- Conversational LLM Agentic Avatar: LLM Powered Digital Human to guide specialists seamlessly through fraud reporting and resolution.
- Seamless Authentication and Analysis: Integrated solution with the bank’s internal systems for customer authentication, historical transaction analysis, and efficient management of “Hot Card” cases.
- Advanced AI and NLP Integration: Leveraged finely tuned LLMs and NVIDIA NeMo Guardrails for accurate, context-sensitive, compliant responses.
- Scalable and Containerized Pipeline: Cloud-based deployment on AWS integrating NVIDIA NIMs, ACE pipeline, and Riva Speech AI to ensure scalability and real-time responsiveness.
Results and Impact Created
- Improved Responsiveness: Significantly reduced fraud resolution times, enabling faster and more effective customer support.
- Enhanced First Call Resolution: Boosted First Call Resolution to reduce escalation to branch fraud support team.
- Higher Operational Efficiency: Improved Specialist Productivity Enabling them to Handle More Cases Efficiently
- Seamless Integration: Accurate and context-sensitive assistance was seamlessly integrated into existing tools and processes, delivering consistent and effective fraud correction.
- Enhanced Customer Experience: Accelerated fraud resolution and reduced waiting time contributed directly to improved CSAT scores and strengthened customer loyalty.
Explore the Strategic Potential of Digital Humans in BFS
Wondering how Digital Humans go beyond chatbots? Our blog uncovers their evolution, key use cases—from fraud prevention to AI-powered onboarding—and the core capabilities powering this shift. Find out how this emerging technology is setting new benchmarks for intelligent, scalable customer engagement. Read the blog → Link