Genesys Cloud - Main

Anyone come up with a way to monitor/alert on digitial channels for real time detection of fraud.  We have notice fraudsters use certain phrases, and would like to detect if if, while talking to an agent, they use a fraud phrase, we would flag or pop notice to our customer.  thoughts?

#DigitalChannels

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Clayton Curtis
Enova Online Services, Inc.
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Hey Clayton, 

There are a few ways you could do this - one way is by using topic/phrase detection - though I don't think in this way you could alert the agent live. 

Another way would be to build an application that monitors the conversation live through the WebSocket and reads each message, if a match is found then send a toast to the agent with an alert. or even by sending a message to a customer by SMS, email or call with voicebot. 

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Lawrence Drayton
Prvidr Pty Ltd
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