Business outcome

Reduce fraud and identity risk

The losses to fraud and leakage, and the part that is recoverable.

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The change

Separate observed loss from recoverable loss, and keep credit, identity and money decisions with the systems entitled to make them.

Who is accountable: Chief Risk Officer, Revenue Assurance, Fraud and Trust
Written for: Telecom Operator, MVNO / MVNE, Bank or MFI

Journeys that serve it

Recover a customer who has quietly stopped buying data packsCommercial, CVM and retention teams
A customer who bought a data pack every month for a year has bought nothing for six weeks. Nothing has broken and nobody has complained.
An offer sent over an unresolved fault, or to somebody contacted last week, is a complaint and an opt-out waiting to happen. The checks stop it before it is sent.
Runs end to end, configured for your organisation and market.
Recover an overdue balance without pushing the customer awayCredit, collections and care teams
A customer is behind on payment. A blunt reminder in the wrong language damages a relationship that is still worth keeping.
A blunt reminder in the wrong language loses a customer who was still worth keeping, and a plan they cannot afford is a default with a record.
A pilot's requirements are specified: the data, the authority and the consent design.
Resolve a repeated service problem before the customer gives upService operations, care and network teams
The same customer has reported the same problem three times. Each contact was closed. The problem is still there.
A customer reporting the same problem three times is deciding whether to leave. A resolved, evidenced case is what changes that decision.
Shows how cases, remedies and evidence are handled. Not this journey end to end.
Send one relevant message instead of five competing onesCampaign, personalisation and contact-policy teams
Three campaigns are eligible for the same customer this week. Each has a target. The customer has a contact limit and a complaint history.
Contact caps, suppression and consent by channel are the checks that keep a campaign from becoming a complaint and an opt-out.
A pilot's requirements are specified: the data, the authority and the consent design.
Make one decision per customer, and keep the group you did not treatDecisioning, data and CVM operations teams
A customer event arrives. Three rules, two models and a campaign each want something to happen. Only one thing can, and somebody has to be able to say afterwards whether it worked.
Eligibility, consent and a contact cap applied once, in one place, are what keep three rules and two models from contradicting each other on the same customer.
No demonstration is configured for this journey yet.
Fix the incident that hurts the most customers, through the change processNetwork operations and assurance teams
Forty alarms fire in ten minutes across three regions. The queue is ordered by arrival time, and the cell serving a hospital is fourth.
A remedy that goes through the change process the network trusts is a remedy that can be reversed, and one that does not is an incident of its own.
No demonstration is configured for this journey yet.
Tell a bank whether the SIM changed, with the customer's consent recordedNetwork API business, fraud and digital identity teams
A bank's app is about to move money. Before it does, it asks the network whether the number's SIM was changed in the last day.
The signal lets the bank's own policy pause a transfer before a fraud completes, without the network deciding for it.
No demonstration is configured for this journey yet.
Find the service that was provisioned, charged and never billedRevenue assurance, finance control and billing operations teams
Month end. Provisioning says a service is live. Charging says it was charged. The bill says something else, and each system is right about itself.
An exception with an owner and a value is auditable; a difference nobody quantified is a finding waiting for the auditor.
Reconciles three synthetic ledgers end to end. Modelled exposure, never recovered revenue.
Stop an account takeover before the transfer, and let the fraud system decideFraud, risk, security and digital identity teams
A password reset, a SIM change and a wallet transfer arrive on one account within an hour. Each is ordinary on its own.
A takeover scored while the transfer is pending is a loss prevented; one scored afterwards is a claim.
No demonstration is configured for this journey yet.
Estimate who will repay, and let the lender decideMobile financial services, bank and MFI credit risk teams
A wallet customer asks for a small loan before payday. The lender holds an approved, purpose-limited view of their operator and wallet history, and has to answer in seconds.
The lender keeping the decision, on approved data with reason codes, is what makes the loan lawful and the estimate explainable.
No demonstration is configured for this journey yet.
Warn the people in an area, without a list of who they areEmergency management and public-service operations
A river is rising. The agency has to warn the people in its path within the hour, and it has no list of who they are and no right to one.
A group too small or a legal basis missing stops the alert before anyone's identity leaves the network.
No demonstration is configured for this journey yet.
Hand the conversation to a person before the assistant guessesAI platform, digital service and compliance teams
A customer asks the assistant to dispute a charge. The assistant's providers are routed, metered and filtered, and none of them is authorised to decide a dispute.
The policy limit, the safety filter and the handoff are what keep an assistant from deciding a dispute it is not authorised to decide.
No demonstration is configured for this journey yet.

Products that answer it

Open these in the catalogue

Next step

A working session prepares this outcome against your own data, systems and policy, with one success and one failure and the evidence behind both.

Request a working session