Fraud and dispute operations
Alert triage, chargeback files, card blocks and early collections on one operations desk.
Fraud and dispute operations is an Aginies solution package for the Banking sector in the “operational automation” area. What the agents do: Alerts are scored, merchant and behaviour analysis added, confirmation taken from the customer by SMS or call; dispute files open with evidence list, scheme code and deadline; missing evidence is requested automatically. Expected outcomes: A large drop in review time per alert; no dispute file past its deadline; fewer false-positive blocks, fewer customer complaints. The package uses the Fraud engine tools, Case management, Supervisor · sub-agents, Human-in-the-loop capabilities of the Aginies platform and can be watched live through the Card fraud alert triage, Chargeback dispute handling, Dialogue banking: voice and text transaction assistant, Early-stage collections outreach scenarios in the agent library.
Fraud alerts wait in the analyst queue, dispute files miss card-scheme deadlines, confirmation calls to customers are late. Every team keeps its own list.
- 01Alerts are scored, merchant and behaviour analysis added, confirmation taken from the customer by SMS or call.
- 02Dispute files open with evidence list, scheme code and deadline; missing evidence is requested automatically.
- 03Card block, replacement and provisional refund are executed in core systems; the customer is informed at every step.
- 04Early collections contact comes with a payment plan offer; permanent decisions go to operations approval.
- Fraud alert triage: score, merchant analysis, confirmation with the customer
- Chargeback and dispute files: evidence collection, card-scheme rules
- Card block, replacement card and provisional refund operations
- Early-stage collections contact and payment plan
- API access to card management, fraud engine and dispute systems
- Card-scheme dispute rules and deadlines
- Customer contact channels and consent records
Derived from the linked scenarios: the supervisors, specialist agents, models and systems that run this package.
Summed from the simulation definitions of the linked scenarios; recalculated for your scale in the discovery session.
- A large drop in review time per alert
- No dispute file past its deadline
- Fewer false-positive blocks, fewer customer complaints
| Review time per alert | 70% shorter |
| Dispute files past the deadline | Near zero |
| False-positive blocks | 30% fewer |
Target ranges from comparable deployments; baseline and target are fixed together in the first week of the pilot.
Scenario-level approval rules plus the package’s general controls.
- Card fraud alert triageConfirmed fraud loss > 2,500 → analyst approval before permanent cancellation
- Chargeback dispute handlingAmount > 2,500 → dispute team lead approval before provisional credit
- Dialogue banking: voice and text transaction assistantLimit increase > 60%, dispute amount > 5,000 or transfer to a new payee → operations approval
- Early-stage collections outreachPlan balance > 25,000 or > 3 instalments → collections team lead approval
- packagePermanent block and loss write-off always under operations approval
- packageEvery decision on file with evidence and score; ready for internal audit and scheme review
- 1 · Process map · 2 weeksSignal sources, decision points and work-order systems mapped; the automatic-decision boundary and approval chain defined.
- 2 · Pilot · 4 weeksOne line, one region or one process; the agent prepares the recommendation, a person applies it; deviation and gain measured.
- 3 · Autonomous operationDecisions below the threshold run automatically, above it go to approval; shift reports and SLA dashboards live.
This package’s scenarios in the agent library
Card fraud alert triage
The card is blocked in seconds and the customer asked on WhatsApp; the reply releases or cancels the card.
Chargeback dispute handling
Dispute captured, evidence assembled and filed with the card scheme; large provisional credits go to approval.
Dialogue banking: voice and text transaction assistant
The customer talks or types; bill, limit, dispute and transfer are completed in core banking in one session.
Early-stage collections outreach
Past-due accounts are segmented and reminded on the right channel; customers set up their own payment plan.
Time to move from experimenting with AI to transforming with it.
In a 30-minute discovery session we take your 2–3 priority business problems, show a live demo of a similar scenario, and draft a roadmap that starts with the Value layer.
- Your 2–3 priority problems
- Live demo of a similar scenario
- Roadmap starting with value analysis