Report Fraud

When it comes to Fraud queries, customers need the fastest help possible. Having the processes ready for them to report such a high-risk query on various channels would impact the customer massively. 

Report Fraud Flow

The report fraud flow typically begins with the user reporting a fraudulent charge or suspicious activity on their account. If the user is not authenticated or verified, we should tackle that first. If you want to give a generic FAQ-type response, you can bypass the verification process and bring the response directly. 

For an authenticated customer, a fraudulent report flow should be followed by asking for the relevant information. Such as:

• Account details (Account number, Account name)
• Transaction ID
• Transaction Date
• If the transaction is pending or completed

Once the information is provided, the bot guides the user through reporting the issue to the appropriate authorities and taking steps to secure their account. If our agents are set to help with

If the customer has follow-up questions or concerns, the bot can provide further information or connect the user to a live agent.

Design

This is a typical design for a report fraud flow within a bot: