Case Study: Accelerating Fraud Research Efficiency with Human-in-the-Loop AI

Summary: This case study reviews a Level 1 Fraud workflow that was ripe for automation. Bottlenecks, Busywork, and Bottled Potential

 Case Study 

From Bottleneck to Bankable

Client: A Global Financial Services Firm

Industry: Financial Services, Fraud detection

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:

1. Integrated disparate data sources, transforming manual data collection into an automated process.
2. Pre-processed and weighted information according to the client's "secret sauce" risk model, including confidence scores for greater transparency.
3. Provided Level 1 analysts with a pre-assessed report, allowing them to efficiently review, refine, and create the final risk assessment.
4. Empowered Level 2 analysts with immediate, organized access to crucial information, enabling them to quickly identify key insights and accelerate critical decisions.