Human Intelligence In an Automated Tool

Some vendors like to say their fraud prevention tools couple the smarts of human savvy with automated speed and analysis.

But Chase Card Services is putting a patent where its mouth is.

The credit card servicing arm of New York's JP Morgan Chase & Co. received a patent from the U.S. Patent Office in January for its fraud prevention technology, dubbed First Watch Intelligence. Tim Webb, senior manager for fraud operational strategy for Chase Card Services and one of the inventors cited on the patent, describes it as a user interface tool that resides at the desktop of the bank representatives who work in the customer contact area investigating potential fraud cases.

First Watch Intelligence sits on top of the mainframe host application (where account data resides) and allows the bank's customer contact employees to see data and make updates in "a more organized way."

"It's very intuitive," Webb says of the complex rules engine technology behind U.S. patent #7,480,631. "We took some of the intuition that we train our reps to employ in potential fraud cases and moved it to the system environment to provide a more consistent analysis of the data."

What sets First Watch Intelligence apart, Webb says, is that intuitive characteristic-the ability to take dozens of data elements and present them to the bank representative in a workflow that gives them a clearer idea of what potential fraud scenario could be unfolding and therefore gives them a better idea of what questions to ask or steps to take.

The system, he claims, is "very nearly 100 percent correct" in its assessments about what kind of fraud may be happening. Webb adds that as new types of fraud emerge and evolve, "we can configure this [system] to be a very intuitive process, to respond very quickly."

But, will this technology ever automate human representatives out of the fraud detection equation? Webb doesn't think so. "We don't want to offload human intelligence and brain power," he says. "We just want to apply it across the board in a consistent manner."

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