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For most people, being contacted by a bank about potential fraud isn’t a wonderful experience— but it can be if it’s managed in a timely, personalized manner. In fact, customers of a UK bank consistently point to fraud intervention as a “golden moment” of customer service in the organization’s quarterly surveys.
Mobile devices and electronic channels are enabling banks to engage customers, using the media of their choice, in intelligent automated dialogs that stop fraud in its tracks. With no increase in fraud management personnel expense, banks are stopping fraud faster, while building customer trust and loyalty in ways that drive account usage and spending. And by constantly feeding back to analytics the results of these customer interactions, they’re improving the accuracy and adaptability of fraud detection systems
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