Fraud Notification
A bank flags a suspicious transaction. The agent asks if the customer recognises it — if not, it freezes the card and confirms the address for a replacement, gated by explicit verbal confirmation.
Facilitator notes — Fraud Notification
Presenter-only. Generated from the Engage demo kit.
Talk track
- This is the same proactive-disruption shape as scenario 2 — something goes wrong, the organisation notices before the customer does, and reaches out with options — applied to fraud instead of travel. It's the strongest evidence that the pattern generalises, not just the flight-delay demo trick.
- Watch the gate: freeze_card is only ever called after the customer has explicitly and verbally agreed to it. That's the same Workflow-style deterministic gating from scenario 1's shipping upgrade and scenario 2's rebooking, now on an action with real regulatory weight — this is the moment to point at when a buyer asks how irreversible actions are controlled.
- The value story is fraud loss avoided, not just contact deflection — call out that this changes the ROI conversation from a cost centre (support headcount) to a risk number (fraud losses prevented), which is usually a bigger number and a different buyer.
Discovery questions
- Where does a suspected-fraud alert reach your customer today — SMS, push, app, or an outbound call queue — and how long does that typically take from detection to contact?
- What's your current escalation path when a customer doesn't recognise a transaction? How many steps/systems does an agent touch before a card is frozen?
- Is a card freeze today a human decision, a rules-engine decision, or some mix — and where would a voice agent need to sit relative to your existing fraud rules engine?
- What's your average fraud loss per confirmed case, and your average cost per fraud-related inbound contact? (Feeds directly into the value panel's numbers.)
Objection handling
We can't let an AI freeze a customer's card without a human in the loop.
Point at the gate: the agent never freezes anything without the customer's own explicit verbal yes, captured as a distinct tool call the Workflow enforces. That's not the AI deciding to freeze the card — it's the AI executing a decision the customer just made out loud, the same pattern as the shipping-upgrade and rebooking gates. If they still want a human-in-the-loop step for the freeze itself, that's a Workflow node addition, not a redesign.
Fraud is too sensitive/regulated for a voice agent to touch at all.
Separate 'the agent talks to the customer' from 'the agent decides fraud outcomes.' Every write here is server-side, secret-verified, and logged with a full audit row (events + the flagged_transactions record) — the agent is the conversational front end onto actions the bank's own systems already gate. It's the same posture as scenario 4's Workflow-gated 'anything sensitive' council story.
If a tool call fails or times out
- get_fraud_alert returns nothing or times out: say so plainly — "let me pull that back up" — and use the ops console to confirm the alert is still flagged rather than guessing at what the agent saw. Never let dead air stand in for an answer.
- confirm_transaction_recognition or freeze_card fails after the customer has already said yes verbally: don't re-ask the consent question — that's the one thing that must not repeat. Reassure them the freeze is being retried, then fall back to the ops console to freeze the card manually and confirm out loud that it's done.
- If the agent seems to freeze a card without a clear verbal yes on the recording, stop and call it out live rather than let it pass — it's the single moment this scenario's regulatory story depends on, and glossing over a gate failure undercuts the point of showing the gate at all.
Hartwell Bank
Banking that watches your back
A payment is flagged as suspicious — Hartwell Bank checks in before it becomes a loss.
Hartwell Bank ops console
FRD-2291
Skyline Electronics
- Amount
- £412.50
- When
- Tuesday the 29th at 7:42 in the evening
- Card
- •••• 4471
- Customer
- Priya Nair
Already flagged — the notification has gone out. Reset to trigger it again.
Customer’s phone
19:42
Card alert
Hartwell Bank: we've flagged a payment of 412.50 at Skyline Electronics on your card. Tap to tell us if this was you.
Customer’s phone