Centralized Event Log for Contact Center Fraud Detection
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Solution Overview
Problem
Contact centers face challenges in making accurate real-time fraud determinations due to the inability of front-end systems to retrieve and analyze data from disparate systems, leading to a lack of historical perspective and integrated fraud assessment.
Innovation Solution
A centralized event log system that gathers and correlates call data from front-end systems and context data from back-end systems, creating a unified entry for each call that includes entity profile metadata, enabling comprehensive fraud risk assessment.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If front-end systems retrieve and analyze data from multiple disparate back-end systems, then fraud detection accuracy improves, but system complexity and data integration difficulty increase
Solution Approach 1:
The patent implements an event log system that serves as an intermediary between front-end contact center systems and back-end disparate systems. This mediator collects, normalizes, and stores events from multiple back-end systems (CRM, billing, provisioning, etc.) in a unified event log, allowing front-end systems to query fraud-relevant data without directly integrating with each back-end system, thus reducing system complexity while maintaining fraud detection accuracy
Solution Approach 2:
The patent segments the complex data integration task into separate components: event collection from different back-end systems, event normalization and storage in a unified log, and event retrieval by front-end systems. This segmentation allows each component to be developed and maintained independently, reducing overall system complexity while enabling comprehensive fraud analysis
2Measurement precision
If comprehensive call data and context data are collected and stored centrally, then fraud risk assessment accuracy improves, but data storage and processing requirements increase
Solution Approach 1:
The patent applies local quality by storing different types of data with different retention periods and access frequencies in the event log. Frequently accessed fraud-relevant events are maintained in the centralized log with high retention, while less critical events are stored with shorter retention or lower detail, optimizing storage efficiency while maintaining fraud assessment accuracy for critical data
3Productivity
If real-time fraud determination is implemented, then call handling efficiency improves, but data retrieval and analysis time from multiple systems increases
Solution Approach 1:
The event log system performs preliminary actions by pre-collecting and normalizing events from all back-end systems in real-time before fraud analysis is needed. Events are continuously logged and made queryable, so when a front-end system needs fraud determination, the data is already prepared and immediately available, eliminating retrieval delays and enabling real-time call handling
Data Source
AI summary
A computer system is described that is configured to generate an entry in a centralized event log for each voice call into a contact center of an organization. The event log system is configured to receive call data associated with action performed during the call and retrieve context data associated with the call from across a plurality of disparate systems used by the contact center to service the call. The event log system is configured to include both the call data and the context data in the call entry, and to correlate the call entry with previous call entries for a same entity identified for the call. The call entry may also include entity profile data as metadata. The pertinent data for the call will be stored in a single, centralized location accessible by any of the front-end systems for use in determining how to handle the call.