Non - Standard Example Analysis

In another case involving a financial institution, we identified repeated confusion and frustration from customers mentioning a potential scam described by unknown charges showing up as “Vaccine Police.”

After conducting an ad-hoc search and creating a customized Word Bench application, we were able to identify a very slow, barely noticeable decrease of Vaccine Police being mentioned. When fraud/scam cases arise in financial institutions, they should be handled quickly, or they could get out of control.

Our feedback for that client was to strengthen the procedures for agents to report fraud/scam cases up the chain of command more quickly, and to utilize speech analytics to assist with investigation of new cases and progress of known ones.