Case Study
From Bottleneck to Bankable
Client: A Global Financial Services Firm
Industry: Financial Services, Fraud detection
63% |
$775,000 |
5 Days |
| Increased team capacity | In savings | To complete, hindered by manual processes and back-and-forth internal communications. |
Bottlenecks, Busywork, and Bottled Potential: Inside Level 1 Fraud Headaches
Our client, a global financial services firm, faced significant operational bottlenecks in their Level 1 fraud research team. Analysts were burdened by excessive manual effort and fragmented data sources, spending up to six hours per case navigating multiple, unintegrated systems. This led to:
- Inefficiency: Repetitive, time-consuming data collection.
- High False Positives: Difficulty in accurately identifying genuine fraud due to scattered, unstructured data.
- Impeded Decision-Making: Challenges in integrating critical unstructured data into their proprietary risk model (their "secret sauce"), making it difficult for Level 2 analysts to quickly discern crucial information and make timely decisions.
- Prolonged Case Cycles: A standard fraud case took approximately 5 days to complete, hindered by manual processes and back-and-forth internal communications.
Human-in-the-Loop (HITL) Agent Orchestration
Recognizing that off-the-shelf AI solutions couldn't address their unique institutional knowledge and processes, our team partnered with the client to implement a custom Human-in-the-Loop (HITL) AI solution. Our approach focused on augmenting human capabilities rather than replacing them, preserving the client's proprietary risk model and expert judgment.
We deployed a multi-agent AI system designed to automate the initial "grunt work" of the Level 1 analysts. This intelligent system:
- Integrated disparate data sources, transforming manual data collection into an automated process.
- Pre-processed and weighted information according to the client's "secret sauce" risk model, including confidence scores for greater transparency.
- Provided Level 1 analysts with a pre-assessed report, allowing them to efficiently review, refine, and create the final risk assessment.
- Empowered Level 2 analysts with immediate, organized access to crucial information, enabling them to quickly identify key insights and accelerate critical decisions.
Turbocharged Fraud Assessments: From Six Hours to Four Minutes
The implementation of the HITL AI solution delivered immediate and significant operational efficiencies and financial returns:
- Dramatic Time Savings: The initial 6 hours of manual data research per case was reduced to approximately 4 minutes of AI processing time.
- Accelerated Case Completion: The average time to complete a standard fraud case plummeted from 5 days to just 2 days. (Note: Remaining time is attributed to necessary human interaction and communication, not technology limitations).
- Significant Cost Reduction: A 46% reduction in operational costs, primarily driven by optimized man-hours.
- Increased Capacity: A 63% increase in team capacity, freeing up valuable human resources for more complex tasks and strategic initiatives.
- Exceptional ROI: An annualized ROI of $775,000 in savings, excluding implementation costs.
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