cx-fraud-and-scam-signallisted

# Fraud and scam signals in support conversations Support hears about fraud before fraud systems do. Transaction monitoring sees a payment that fits a pattern; a support agent hears a customer say someone called them claiming to be from the bank. The second is earlier, richer, and usually not analysed. Two distinct jobs, and both are worth doing: - **Detection support** — finding signals in conversations that indicate a customer is being or has been defrauded, particularly where they do not yet realise it. - **Handling assurance** — checking whether agents recognised the signals and routed them correctly. **This is a read-only analysis feeding specialist teams.** Fraud determination, intervention and reporting belong to fraud, financial crime and compliance — including the reporting obligations, which have their own clocks and their own confidentiality rules. ## Signal categories **Scam-in-progress**, the highest-value and most time-critical. Customers describe the mechanics without recognising them: - Someone contacted them claiming to be from your firm, a government body, a delivery company, or a technology provider. - They were asked to move money "for safety", to a "safe account", or to verify by transferring. - They were told not to tell anyone, or to say the payment was for something else. **Coaching the customer to lie is among the strongest available signals**, and it is precisely what the payment record cannot show. - They are being walked through