User Segmentation for Fraudulent Appeasement Detection
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Solution Overview
Problem
Online concierge systems face challenges in accurately identifying fraudulent appeasement requests due to the limitations of the appeasement request rate metric, which does not adequately differentiate between legitimate and fraudulent activities, especially in cases where users have high request rates due to delivery issues or order complexities.
Innovation Solution
The system employs user segmentation models to categorize users based on their ordering habits and data signals, computing appeasement request rates for each segment using probability mass functions to determine outlier scores, which help differentiate between legitimate and fraudulent requests by comparing user behavior to that of similar users.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If the system uses a simple appeasement request rate metric to identify fraudulent requests, then the detection process is simple and fast, but the accuracy of fraud identification deteriorates because it cannot differentiate between legitimate and fraudulent activities
Solution Approach 1:
The patent segments users into different groups based on their characteristics and ordering patterns. By dividing the user base into segments (e.g., new users, frequent users, users with specific ordering behaviors), the system can apply segment-specific appeasement request rate thresholds rather than a single universal threshold. This segmentation allows the system to maintain high detection speed while improving accuracy by contextualizing each user's request rate within their specific user segment, thereby differentiating between legitimate and fraudulent activities more effectively.
2Measurement precision
If the system applies strict fraud detection thresholds to all users, then fraudulent requests are identified more accurately, but legitimate requests from users with high request rates due to delivery issues are incorrectly flagged
Solution Approach 1:
The patent applies local quality by setting different appeasement request rate thresholds for different user segments rather than using a uniform threshold for all users. For example, new users may have lower thresholds while frequent users with established patterns have higher thresholds. This localized approach ensures that each user segment is evaluated against appropriate benchmarks, reducing false positives for legitimate users while maintaining high detection accuracy for fraudulent requests across different segments.
3Measurement precision
If the system investigates each high request rate user individually to determine fraud, then detection accuracy improves, but the processing time and computational resources increase significantly
Solution Approach 1:
The patent performs preliminary actions by pre-segmenting users into groups based on their characteristics and pre-establishing segment-specific appeasement request rate thresholds. When a user submits an appeasement request, the system can quickly determine their segment and compare their request rate against the pre-defined threshold for that segment, rather than conducting individual investigations. This preliminary segmentation and threshold establishment significantly reduces processing time while maintaining high detection accuracy through automated segment-based evaluation.
Data Source
AI summary
An online concierge system determines whether a user's appeasement request is fraudulent. The online concierge system compares the user's appeasement request rate to the appeasement request rates of similar users in a user segment identified with a user segmentation model. The online concierge system computes an appeasement model that represents the appeasement request rates of the users in the user segment. The online concierge system computes an outlier score for the user based on the appeasement model. The online concierge system compares the outlier score to a threshold. If the outlier score exceeds the threshold, the online concierge system may determine that the appeasement request is not likely fraudulent and thus applies an appeasement action to the user. If the outlier score does not exceed the threshold, the online concierge system may determine that the appeasement request is likely fraudulent and thus applies a security action to the user.


