A leading bank in Pakistan
A leading bank in Pakistan sought to strengthen its fraud detection capabilities by implementing a real-time verification system for suspicious transactions. The goal was to provide an immediate layer of security for digital and card-based payments without increasing manual workload for call center agents.
The Challenge
As digital payment volumes surged, the bank faced challenges in verifying high-risk transactions across various channels, including:
- POS and E-commerce (Debit & Credit Cards)
- Inter-Bank Funds Transfer (IBFT)
- RAAST (Instant Payment System) Transactions
- Biller and Utility Bill Payment Services (UBPS)
Octavebytes Robo Call & Campaign Management
The bank implemented a robust Robo Call solution built on top of the Octavebytes Campaign Management platform. This system was seamlessly integrated with the bank’s existing Fraud Risk Management System to trigger automated customer verification calls in real-time.
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Feature
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Description
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Automated IVR Alerts
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Immediate voice calls triggered by fraud alerts to validate transactions.
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Bilingual Support
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Bilingual Support Calls are delivered in both Urdu and English to cater to a diverse customer base.
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Dynamic Personalization
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Messages include specific transaction details for clear customer verification
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Interactive Response
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Customers use simple IVR prompts: Press 1 to confirm, Press 2 to report fraud .
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Retry Logic
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Built-in scheduling to ensure critical alerts are delivered successfully
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The Results
By leveraging the Octavebytes solution, the bank successfully transformed its security operations:
- Reduced Fraud Risk: Real-time feedback to FRMS allows for immediate blocking of unauthorized transactions.
- Operational Efficiency: Automated verification reduced the burden on manual call centers, allowing agents to focus on complex cases.
- Improved Customer Trust: Customers received instant peace of mind knowing their high-value transactions were being actively monitored and verified.
This implementation demonstrates how leading financial institutions in Pakistan are using AI-powered voice automation to secure the future of digital banking.