Fraud Protection Shouldn’t Feel Like a Punishment

Why this matters

When fraud alerts became a branch visit

For a bank serving more than 23 million customers, fraud alerts created friction at exactly the wrong moment. When suspicious purchase activity needed resolution, customers were pushed out of the digital experience and into a call center or branch. The security control worked, but the resolution path still depended on people.

Cases that reached a live agent averaged 24:43 minutes of handling time. The bank needed to resolve more requests in real time, without weakening fraud controls or adding pressure to service teams. The goal was not to deflect customers, but to let them complete the underlying banking task in the same conversation.

What’s inside

What you’ll learn

• How Engageware’s Virtual Agent, Studio, and Live work together to resolve fraud alerts inside a single WhatsApp conversation
• Which transactional flows Studio executes automatically, from card activity and account-to-account transfers to credit disbursement
• Why 92.17% of sessions were contained without human escalation, above the sector benchmark
• How nearly 8 in 10 conversations triggered a real transactional workflow, not just an answer
• What’s next as the bank extends this model beyond WhatsApp into mobile and web channels