Brief
In order to minimize and mitigate fraudulent customer activity involving physical hardware, AT&T sought to completely overhaul their existing fraud detection tool. This effort existed at the intersection of a bespoke software and custom analytics dashboard, aiming to simultaneously inform and empower AT&T’s in house users.
Goals
Improve True Positives
Increase instances of correctly identified fraudulent activity, minimizing fiscal losses
Reduce False Negatives
Reduce instances of erroneously identified fraudulent activity, improving customer experience
Modularity & Flexibility
Develop capability for specific end users to modify and customize their tool as needed
Outcomes
New Fraud Detection Tool
Designed and launched a custom software (GFMS) for AT&T agents to better identify instances of fraud
Workflow Editing Suite
Created a customization sandbox, allowing end users to adapt and customize GFMS as future needs emerged and fraud tactics evolve
Faster Case Resolution
With the new tool, investigators are able to more quickly, confidently, and easily resolve instances of detected fraud, improving customer experience
