Azhar Khan · UK Bank · Agentic AI Deployment
04 · UK BANK · FRAUD← HOME
62Touchpoints, where a case met a system, across 8 fraud journeys.
THE CASE VIEW
3Places where a person steps in, all feeding one case view, at a UK bank.

Sixty-two touchpoints became three.

62 touchpoints

188 people worked 8 fraud journeys across close to 40 systems. A case could stall at any of the 62 touchpoints.

The discovery

I led the discovery that mapped every touchpoint, system by system, and redesigned the flow before anything was automated. I took the redesign through the bank's executive steering committee.

Decision rights

An investigator now works a case in 5 steps in one view, instead of 13 steps across 6 systems. High-risk and vulnerable customers still go to a person, and the case view leaves each of the bank's systems in place.

The pilots

Wave one was chartered as 5 work packages with 2-3 week pilots and go/no-go gates, and the bank brought the team back for its next roadmap.

RESULT · THE CASE VIEW

13 steps became 5 in one case view.

Case VC-0912 · scamHeld
Customer
0382
Fraud journey
Scams
Risk
High
Queue
Scams
  1. 01Claim and alertsFraud alertsCase view
  2. 02Card and account historyCore banking · cardsCase view
  3. 03CIFAS checkCIFAS checkCase view
  4. 04Evidence and notesCase notesCase view
  5. 05Decision and letterCase notes · lettersCase view116,722letters a year

An investigator decides once in one view, and the decision writes back to every system. Closing the case sends the customer's letter.

An investigator decides once in one view, and the decision writes back to every system. Closing the case sends the customer's letter.

Touchpoints to places a person steps in
3from 62
Steps per case
5from 13
Systems per case
1from 6
Minutes · application fraud
40from 60
Minutes · scams
68from 84
Minutes · unauthorised
55from 70
Minutes · cards
21from 28
Card-claim letters a year, automated
116,722
Fraud journeys in one view
8
Systems behind one view
~40
Cases a month
115K
People on the operation
188
04 · UK BANK · FRAUD← Home
The operation · before

8 fraud journeys ran with no case view over them.

An investigator worked each case through 13 steps across 6 systems.

fraud journeys
people on the operation
systems touched · close to
touchpoints · before
{{ tangledNodes }} CUSTOMER STAFF INVESTIGATOR SELF-SERVICE TIERED QUEUE PERSON IN THE LOOP
CUSTOMERSELF-SERVICE
STAFFTIERED QUEUE
INVESTIGATORPERSON IN THE LOOP
62→3
TOUCHPOINTS
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DECIDE · THE REDESIGN

I ruled out automating the 62 touchpoints as they stood.

The 62 became 3 places where a person steps in, and all 3 feed the case view.

RULED OUT AUTOMATING THE 62 TOUCHPOINTS AS THEY STOOD 62 TOUCHPOINTS · 188 PEOPLE 40 SYSTEMS · 8 FRAUD JOURNEYS 3 WHERE A PERSON STEPS IN · THE DISCOVERY 1 CASE VIEW · ONE OWNER PER DECISION 62 TOUCHPOINTS → 3 13 STEPS → 5 AUTO-DECIDED PERSON REVIEWS PERSON ONLY ROMANCE SCAMS HIGH-RISK CASES VULNERABLE CUSTOMERS RULED OUT AUTOMATING THE 62 TOUCHPOINTS AS THEY STOOD 62 TOUCHPOINTS · 188 PEOPLE 40 SYSTEMS · 8 FRAUD JOURNEYS 3 WHERE A PERSON STEPS IN THE DISCOVERY 1 CASE VIEW · ONE OWNER PER DECISION 62 TOUCHPOINTS → 3 13 STEPS → 5 AUTO-DECIDED PERSONREVIEWS PERSONONLY 62 TOUCHPOINTS · 188 PEOPLE 40 SYSTEMS · 8 FRAUD JOURNEYS 3 WHERE A PERSON STEPS IN · THE DISCOVERY RULED OUT AUTOMATING THE 62 TOUCHPOINTS AS THEY STOOD 1 CASE VIEW · ONE OWNER PER DECISION 62 TOUCHPOINTS → 3 13 STEPS → 5 AUTO-DECIDED PERSON REVIEWS PERSON ONLY ROMANCE SCAMS HIGH-RISK CASES VULNERABLE CUSTOMERS
CASE VC-0912SCAMRomance scamOPEN
Romance scam, coached customer
ROMANCE SCAMOPEN

Customer is being coached to move funds. By policy this never reaches a machine for the decision.

Auto-decided
No-loss and low-value, by rule
Person reviews
Complex cases, in the case view
Person only
High-risk and vulnerable customers
HELD
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