Outwitting fraudsters with deep analytics
An Australian telecommunications firm was receiving an increasing number of complaints from customers whose accounts had been misused by fraudsters to place unauthorized orders. This case details how Johann Coker, Senior Manager for Business Analytics and Fraud Prevention, leveraged the company’s 15 year partnership with Infosys BPM to identify such customer account takeovers with deep analytics. Infosys BPM’s solution successfully stemmed the systemic fraud running into thousands of dollars, and thereby prevented the erosion of customer trust.
Approach summary:
- Data gathering and transformation
- Data amalgamation with UML model
- Algorithmic customer profiling and analysis
- Validation checks and workflows
- AI based repetitive data refresh
Key benefits:
50K AUD fraud prevention 
2,500 fraud customers identified 
Active sleeper cells identified 
80% reduction in complaint call volumes 
99% reduction in enquiries on unauthorized device billing 
