Bankingwhatsappsmsvoiceapi

Card fraud alert triage

The card is blocked in seconds and the customer asked on WhatsApp; the reply releases or cancels the card.

In short

Card fraud alert triage is an agent scenario in the Banking sector running on the whatsapp, sms, voice, api channels. Trigger: Fraud engine alert event with score ≥ 85. The Fraud Supervisor coordinates 3 specialist agents (Triage Agent, Outreach Agent, Card Agent) across 5 systems (Fraud Engine, Card Management, WhatsApp Business API, Salesforce CRM, SMS Gateway); of 10 steps, 2 write to systems and 2 are checks or approvals. Outcome: Card status settled, case opened, customer informed, loss contained. Approval rule: Confirmed fraud loss > 2,500 → analyst approval before permanent cancellation.

Banking

Card fraud alert triage

run #41,288,121elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Confirmed fraud loss > 2,500 → analyst approval before permanent cancellation

Agents in this run

Fraud Supervisorsupervisorplans, routes, approves

Triage Agentaginies-tulpar-4 · on-premAssesses the alert against transaction history and device data

Outreach Agentaginies-sunkar-1 · on-premAsks the customer on WhatsApp/SMS and interprets the reply

Card Agentaginies-talay-2 · on-premBlocks, releases or cancels the card; opens the case

Audit trail00:00.00

Alert #FR-88213: 3 transactions in 3 minutes on ****7710, risk score 91
Last 30 days of transactions and device fingerprint pulled
Pattern: cross-border e-commerce, 4,850, unusual hour → likely fraud
Plan: temporary block → ask customer → permanent cancel or release by reply
Card temporarily blocked, 2 pending transactions declined
WhatsApp: "Did you make the 4,850 purchase? YES / NO"
Reply from the registered number, "NO" in 48 seconds → fraud confirmed
Loss > 2,500 → fraud analyst approved permanent cancellation
Card cancelled, replacement ordered, case #CS-40917 opened
Summary SMS to customer: new card delivered within 3 working days
■completed

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus

Trigger

Fraud engine alert event with score ≥ 85

Outcome

Card status settled, case opened, customer informed, loss contained

Agents

SUPERVISOR

Fraud Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-tulpar-4 · on-prem

Triage Agent

Assesses the alert against transaction history and device data

get_alertget_recent_transactionsget_device_fingerprintscore_pattern

aginies-sunkar-1 · on-prem

Outreach Agent

Asks the customer on WhatsApp/SMS and interprets the reply

send_whatsappsend_smsparse_reply

aginies-talay-2 · on-prem

Card Agent

Blocks, releases or cancels the card; opens the case

block_cardunblock_cardcancel_cardorder_replacementcreate_case

Steps

#	Kind	Agent	What happens	System	ms	tok
01	ingest	Fraud Supervisor	Alert #FR-88213: 3 transactions in 3 minutes on 7710, risk score 91	—	160	—
02	tool	Triage Agent	Last 30 days of transactions and device fingerprint pulled	Fraud Engine	380	—
03	reason	Triage Agent	Pattern: cross-border e-commerce, 4,850, unusual hour → likely fraud	—	720	880
04	plan	Fraud Supervisor	Plan: temporary block → ask customer → permanent cancel or release by reply	—	280	190
05	write	Card Agent	Card temporarily blocked, 2 pending transactions declined	Card Management	430	—
06	notify	Outreach Agent	WhatsApp: "Did you make the 4,850 purchase? YES / NO"	WhatsApp Business API	260	—
07	verify	Outreach Agent	Reply from the registered number, "NO" in 48 seconds → fraud confirmed	—	340	150
08	approval	Fraud Supervisor	Loss > 2,500 → fraud analyst approved permanent cancellation	—	2,600	—
09	write	Card Agent	Card cancelled, replacement ordered, case #CS-40917 opened	Salesforce CRM	520	—
10	notify	Outreach Agent	Summary SMS to customer: new card delivered within 3 working days	SMS Gateway	220	—

Simulation metrics (estimated)

65,000runs / month

97.1%success

5.9 sp50

$0.0016est. cost / run

Approval rule

Confirmed fraud loss > 2,500 → analyst approval before permanent cancellation

Step profile

ingest · 1plan · 1reason · 1tool · 1verify · 1approval · 1write · 2notify · 2

SYSTEMS

Fraud Engineapi
Card Managementcore
WhatsApp Business APIchannel
Salesforce CRMcrm
SMS Gatewaychannel

What you need to run it

Credentials and a test environment for the enterprise APIs involved
Read/write API or MCP server and a service account for the core system
Channel integration (WhatsApp Business API, SMS gateway or in-app widget)
CRM API access and a customer matching key
An authorised role and approval channel for the approval rule (mobile approval card, e-mail or ticket)
SSO with the organisation’s identity provider and a scenario-specific authorisation group

Global pattern

Mirrors the two-way SMS/WhatsApp fraud confirmation pattern of large card issuers, extended to take action

Packages that include this scenario Conversational banking →Fraud and dispute operations → Sector: Banking →

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