Balancing Risk and Customer Experience in Contact Centers
Are you struggling to balance efficient fraud prevention and maintaining customer satisfaction?
Verint’s AI-powered fraud risk mitigation bots can help companies like yours throughout the entire customer interaction lifecycle. Read on to learn more.
One of the biggest challenges insurance companies face today is fending off fraudulent activities and protecting their organization from financial loss. From opportunistic “soft” fraud to sophisticated OAuth cyberattacks such as those carried out by ShinyHunters, Scattered Spider, and other hacker groups, these incidents pose a great threat to insurers and frequently target contact centers, as well as other business units via the voice channel.
But you can’t just introduce overly strict security measures to prevent fraud — you must also consider the experience you give your customers when they’re interacting with your brand. Genuine customers expect their claims to be handled fairly, quickly, and in full — without disruptions in their journey. If you tighten risk controls too much, you’ll risk losing your customers’ trust.
Protecting yourself from fraud doesn’t necessarily mean having to sacrifice your customers’ experience.
What if you could…
- Implement efficient security measures that work completely hidden under the hood, without disrupting your genuine customers’ journey?
- Identify fraudsters even before they could reach an agent?
- Automatically spot suspicious behavior during a call and aid your agent in mitigating any risks?
- Automatically gain insights from every call and accurately detect fraud risk as if all your agents were trained claim investigators?
With Verint AI-powered bots, you can achieve all of the above.
AI Business Outcomes
By streamlining and enhancing fraud detection and prevention measurements with Verint AI-powered bots, businesses have achieved strong, measurable AI business outcomes.
150% uplift in validated risks
$51 million in losses avoided to date
$10 million saved annually since deployment
Detect and prevent fraud before, during, and after every call with AI-powered bots
Verint has a unique, end-to-end solution for mitigating risk in the contact center. Powered by our Open Platform, Call Risk Scoring Bot, Coaching Bot, and Trust Bot can each help you detect and prevent fraud at different stages of the customer interaction lifecycle.
Prior to Reaching Agent
1Call Risk Scoring Bot
Analyze device behavior in the IVR and assess the potential call risk. Flag suspicious callers to agent.
During Call with Agent
2Coaching Bot
Analyze spoken interactions in real time. Flag known bad actor behaviors and provide agent with in-call guidance.
After Call with Agent
3Trust Bot
Analyze spoken interactions to determine fraud risk relating to the context and details shared by the caller.
Prevent fraudsters from reaching agents
Verint Call Risk Scoring Bot uses AI to detect and prevent contact center fraud before it reaches live agents or causes financial damage. It analyzes 60+ data points from telecom metadata and caller behavior in real time, assigning a risk score to every call. This helps identify suspicious activity and protect sensitive data and manipulate staff.
The bot integrates with any IVR system, deploys in as little as 45 days, and operates seamlessly for legitimate callers. It has saved organizations millions — preventing $10M in annual fraud losses for a financial firm and cutting gift card fraud by 90% for a retailer – while reducing handle time by up to 20 seconds.
Assist agents in handling potentially fraudulent calls
Verint Coaching Bot listens to calls in real time and helps agents handle interactions more effectively and securely using AI. Trained on organization-specific data, it can detect potentially malicious activities such as social engineering and OAuth attacks and delivers non-disruptive guidance during live conversations, ensuring employees follow secure protocols.
In high-risk incidents like ShinyHunters or Scattered Spider (also known as UNC6040 and UNC3944) attacks, the bot can act as a frontline defense — flagging anomalies, reinforcing compliance, and guiding agents to safer outcomes. This reduces fraud exposure while boosting agent confidence and customer trust.
Detect fraud and assess risk post-call
Verint Trust Bot enhances fraud detection and prevention in insurance contact centers using patented behavioral analytics and explainable AI. It analyzes First Notification of Loss (FNOL) calls to capture behavioral features in the caller’s speech, helping insurers detect potentially fraudulent claims while streamlining genuine ones.
Operating seamlessly within the customer journey, the bot avoids intrusive questioning and delivers quick post-call insights that reduce investigation time and ensure great customer experience. It supports fair and transparent decision-making through human-readable summaries and explanations and integrates easily into existing workflows across on-prem, cloud, and hybrid environments. Trust Bot improves efficiency, reduces losses, and boosts customer and employee
satisfaction.
Ian Carman, Head of Forensic and Investigation, Sedgwick“Verint Trust Bot is a distinctive innovation in the insurance industry. There is nothing else like it on the market.”
Ready to experience efficient fraud prevention without compromise?
Call Risk Scoring Bot, Coaching Bot, and Trust Bot can help supercharge security measures in your organization without disrupting your genuine customers’ journey or sacrificing their trust in your brand.
By deploying Verint AI-powered fraud risk mitigation bots, our customers have:
- Significantly enhance fraud detection accuracy
- Saved tens of millions of dollars in potential fraud losses
- Elevated customer experience in the contact center
- Improve employee performance and satisfaction
Are you ready to future-proof fraud protection in your contact center?
Request a demo today and drive measurable AI outcomes for your organization.
Get a DemoFAQs for Contact Center Risk Management
Contact centers face a variety of risks, including fraud, data breaches, regulatory non-compliance, poor quality assurance, and insider threats. Each of these can compromise customer trust and lead to serious legal and financial consequences.
Call center fraud involves deceptive practices such as account takeovers, social engineering, or synthetic identity fraud. Prevention includes multi-factor authentication, voice biometrics, real-time fraud detection systems, and secure access control for agents.
Common tools include speech analytics platforms, compliance recording software, AI-based risk scoring systems, call monitoring tools, fraud detection engines, and employee behavior analytics systems.
Predictive analytics uses machine learning and historical data to identify patterns that signal potential risks—such as agent fatigue, unusual caller behavior, or spike in negative sentiment—allowing for proactive intervention.
A risk-resilient contact center has strong internal controls, rapid incident response capabilities, continuous employee training, and layered technologies to identify, mitigate, and recover from threats while maintaining customer trust.
Data security is achieved through encryption, endpoint protection, firewalls, cloud security protocols, limited user access, and regular security audits. Training staff on phishing and cybersecurity best practices also plays a key role.
Quality assurance (QA) should be a key component of any company’s contact center operations. It ensures agents follow policies and deliver accurate information. QA tools help identify coaching opportunities, detect compliance gaps, and protect the organization from reputational or regulatory risks.
Key regulations include GDPR, HIPAA, PCI-DSS, TCPA, and SOX. These set standards for data protection, patient privacy, financial reporting, and customer consent—all crucial for contact centers that handle customer data and other sensitive information.
Regulatory compliance is managed through real-time monitoring, recording calls, speech analytics, automated QA tools, and aligning operations with regulations such as GDPR, HIPAA, PCI-DSS, and SOC 2. Regular audits and agent training are also crucial.
Are you ready to future-proof fraud protection in your contact center?
Request a demo today and drive measurable AI outcomes for your organization.
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