Gen AI Scam Tutor for Contact Centre teams
Quicker to proficiency with real to life practice
100% Colleague Satisfaction
Santander needed Fraud Agents sharp and up to date, without stretching Resource levels. Simulating Fraud and Scam cases using AI with structured coaching and feedback proved a perfect solution.
Boosts Agents Scam-stopping skill and confidence
Real-to-life practice in safe environment.
Minimise Resource impacts on the Operation
No need for trainer or mentor resource. Instant availability to match call demand
Caroline | Head of Prevention Contact Centre| Santander
The Challenge
Discovery work found Fraud agents weren’t getting time to practice and hone scam spotting skills. Practice needs two, resource that was hard to spare. Less practice limited initiative, innovation and experimentation in the Fraud Team's front-line defence.
The Future
Outcomes
Upskill with reduced resource impact
100% Colleague Sat
Methods used
How Behaviour Science and Design combined to stop scams
Discovery Activity
Design Thinking : Workshops
Systems Thinking
Service Blueprinting
Observation and Ethno
Scams Psychology Research
Strategic Planning
System thinking, Live Observation and Agent workshops found a lack of realistic practice impacting performance. I drafted a new Learning Strategy in a few hrs, and time to practice was prioritised.
Design Activity
Design Thinking : Ideation
Behaviour Design
System Design
Scams Psychology Research
Both Gen AI and traditional learning approaches were worked up into rough designs. Quick testing showed Gen AI would win on efficient use of Agent time and quality. AI prompting based on my Behaviour-science infused Scams 'playbook' was sketched out.
Prototyping and Testing
Lofi Prototyping
Hifi Prototyping
Prompt Engineering
Test Design
Design for a fledgling Gen AI tutor evolved in hours using Videochat, Gen AI and text-speech tools to prototype, then learn and adapt by testing with front-line colleagues. Prompts and product were refined over a 2 week mini-test period.
Delivery
Jobs to be Done
Story Mapping
Feature prioritisation
Continuous Discovery
Co-creation with Tech team turned prototype into scalable pilot with less than a weeks Dev time. Further observation, measuring and iteration carried on through the pilot. The pilot tool was built to be fully customisable, and needed no additional built to start delivering value to the whole Prevention team.
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Contact
Roll & Flow : Prevent
Stop scams with Science wired into every step
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