Detect and stop contact center fraud
Scam attempts can easily slip past basic fraud filters and manual QA, enabling bad actors to hit your contact center over and over again. Creovai combines conversation intelligence and real-time guidance technology to detect fraud and help your agents prevent it.
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Connect to your tech stack
Connect Creovai to your CCaaS, ticketing system, and any other customer service channels to start analyzing conversation data. Creovai has pre-built integrations with leading CCaaS and CRM platforms including 8x8, Genesys, Five9, NICE, Salesforce, and Zendesk.
Analyze conversations for suspicious language
Automatically analyze past interactions, identify language indicative of social engineering or scam attempts, and flag any suspicious instances in conversation transcripts, enabling you to spot fraud attempts that might otherwise slip through the cracks.
Prevent fraud costs
Use fraudulent language detected with Conversation Intelligence to trigger real-time alerts with Agent Assist. Set up prompts for your agents to help them stop fraud before it happens.
Why use Creovai to combat fraud?
Fraud detection at scale
Creovai uses machine learning to identify patterns in contact center interactions, allowing you to catch fraud scripts, emotional manipulation tactics, and suspicious language that can be easily missed in manual call reviews.
Real-time agent coaching
Creovai offers integrated Conversation Intelligence and Agent Assist products—so you can use any fraudulent language patterns you uncover to trigger pop-up alerts and coaching prompts for your agents in real time.
Dashboard monitoring
Creovai’s customizable dashboard and reports give you a home base for tracking and reporting on fraud attempts. Segment data by teams, agents, product lines, and more to drill into your top opportunities to improve agent coaching, account verification practices, and fraud prevention strategies.
“Bad actors previously targeting us have greatly reduced their efforts after seeing their attempts have been unsuccessful.”
FAQs
How long does it take to set up Creovai for fraud detection?
Setting up Creovai for fraud detection involves building custom insight categories but should not extend the standard implementation timeline. Most Creovai customers have their Conversation Intelligence environment established with call data being analyzed and users trained within 60-90 days of order.
How do fraud categories in Creovai Conversation Intelligence work?
Creovai Conversation Intelligence can help you identify suspicious language patterns across your interactions, which you can then build into custom categories. These categories use machine learning to track whenever suspected fraud attempts occur in your interactions. You can view categories on individual interactions and use category filters to inform your reporting.
How does Creovai determine if an interaction contains a fraud attempt?
You can use known fraudulent interactions to train Creovai, i.e., build custom fraud categories. This can be done with scripting (adding collections of known fraudulent phrases to the criteria for a category).
How do fraud categories set up with Creovai Conversation Intelligence translate to Agent Assist?
If you’re using Agent Assist, you can apply the fraud categories you’ve created in Conversation Intelligence to your live interactions. You can configure agent prompts (e.g., guidance for additional verification measures) to trigger whenever a category is detected in a live conversation.
Can you set up Conversation Intelligence dashboards to monitor fraud?
Yes, Creovai makes it easy to set up custom dashboards to monitor fraud. You can segment your data and build reports to track how well agents are handling fraud attempts, what types of fraud attempts you’re seeing most frequently, which teams or departments are most frequently targeted, and more.
Can you customize Creovai’s fraud detection rules to specific industries and products?
Yes. With Creovai’s custom category capabilities, it’s easy to build fraud categories based on utterances relevant to your industry, business, and products.
What training do agents need to use Creovai’s real-time fraud alerts effectively?
Agents should not need extensive training to use real-time fraud alerts. Managers can configure alerts to trigger based on specific utterances, with clear guidance for the agents outlined in a pop-up box. This could include guidance for escalating the call to a fraud team, taking additional verification steps, or ending the call.
