2019 Winner Profile

Northwestern Mutual

Project Description:
The company adopted a telephony technology that more effectively identifies potentially fraudulent calls. The tech analyzes more than 1,300 factors of a phone call that go beyond what a customer service representative could identify — for instance, sound frequency, geolocation, or device type. Once a call is flagged, details are sent to fraud analysts who use data analytics to determine whether to stop the requested transaction from moving forward. Hundreds of fraud attempts were discovered and prevented in 2018. The company's adding a real-time risk indicator to customer service representatives' monitors, so they can ask additional questions to confirm they are speaking with the right person. This will avoid having to involve fraud analysts every time.
Business Goal:
Financial Impact
Souheil Badran
John Schlifske
Milwaukee, Wisconsin
Financial services
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