Unusual Activity Reporting Triage

Once the associate clicks on the Assistant, it starts reviewing all relevant data attached to the fraud case management system, as well as a PowerApps form through which the customer has submitted additional information. The Assistant structures the data and presents it to the associate in a single view, along with an indication of the fraud type that is alleged to have happened. At this point, the associate has a chance to take it all in before continuing the investigation.

Next, the Assistant navigates to the bank’s transaction processing system and dives deep into the customer’s account data, including any attached notes and transaction history. At this point, the Assistant is looking to surface any information that would back up the previously alleged fraud type. It guides the associate through this evidence step-by-step, highlighting relevant information in the main system. This way, the associate has an easier time reviewing the situation without having to toggle back and forth. Once the situation is clarified, the Assistant recommends the appropriate course of action, fully aligned with the back office team’s standard operating procedures.

In case the associate wants to double-check, they can access the standard operating procedures right from the Assistant. Once clicked, they’re directed to that part of the SOPs that pertains to the current scenario.

Once the associate has confirmed that they want to proceed, they are tasked with summarizing the case details and line of reasoning for routing the fraud case to a particular investigating team. With the Matterway Assistant, they get a full AI-drafted summary in line with the previous actions. Of course, they have full control to go in and change the copy, if needed. To allow the AI model to write more refined drafts in the future, they can then rate the AI output with a simple click of a button.

After the associate is happy with the case summary, they can trigger the Assistant to handle the rest of the task for them automatically. This includes attaching the case summary to the fraud case system and adjusting a few fields.

The Assistant drafts an email to the submitter of the fraud case to notify them of its intake and that follow-up action has been triggered. As always, the associate can interject and change details of the communication, if required.

Finally, the Assistant attaches a copy of this message to the fraud case system so that the associate doesn’t have to do it manually.

At last, a success message provides the associate with a summary of their work, giving them a sense of closure before moving on to the next unusual activity reporting task.