Detecting Fraud Through Agent Training and AI Tools
On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold and Associates, for his third appearance on the podcast. During this conversation, Rick and Amelia discuss Jon’s experience in both contact center operations and unified communications.
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Show Notes
On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold and Associates, for his third appearance on the podcast. During this conversation, Rick and Amelia discuss:
- Jon’s experience in both contact center operations and unified communications.
- The ease with which digital technology can be manipulated.
- The importance of proactively looking out for fraud at a contact center in order to identify it.
- Using AI to detect fraud by flagging callers using a script.
- How robocalls are used to commit fraud.
- The ways we can learn from fraud to prevent future attacks.
- How common sense training can prepare new agents to detect fraudulent calls.
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