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CasePilot

AI-assisted fraud case management for phone fraud investigations, helping analysts resolve complex cases faster with more consistent decisions and reduced language-related friction.

The Problem

“AI-assisted phone fraud case management for faster, more consistent investigations”

Organizations face these key challenges:

1

Growing volume of complex phone fraud cases overwhelms analyst capacity

2

Manual review of calls, notes, and account activity is time-consuming

3

Analyst decisions vary based on experience and interpretation

4

Language barriers and unclear conversations slow investigations

5

Evidence is spread across disconnected systems and formats

6

Supervisors lack standardized summaries for quality review and escalation

7

Adding staff is costly and does not fully solve process inconsistency

Impact When Solved

Reduce average fraud case handling time through automated evidence summarizationIncrease analyst throughput without adding proportional staffImprove consistency of case decisions across teams and shiftsReduce friction from multilingual or hard-to-interpret customer interactionsCreate auditable decision support with linked evidence and rationaleAccelerate onboarding of new fraud analysts with guided case workflows

The Shift

Before AI~85% Manual

Human Does

  • •Review call recordings, transcripts, account activity, and prior case notes across sources
  • •Summarize customer interactions and document key facts in the case file
  • •Compare evidence against fraud rules, policies, and past case experience
  • •Decide case disposition and determine follow-up or escalation actions

Automation

    With AI~75% Automated

    Human Does

    • •Review AI-generated case summaries, risk signals, and recommended next steps
    • •Approve or override proposed case dispositions and customer actions
    • •Handle ambiguous, high-risk, or policy-sensitive cases requiring judgment

    AI Handles

    • •Aggregate case evidence from calls, notes, account events, and prior case history
    • •Summarize interactions, extract entities, and highlight fraud indicators or contradictions
    • •Generate structured case narratives, likely dispositions, confidence levels, and rationale
    • •Recommend next-best investigative actions and route cases based on risk or completeness
    Operating ModelHow It Works

    How CasePilot Operates in Practice

    This is the business system being implemented: how work is routed, which decisions stay human, what gets automated, and how success is measured.

    Operating Archetype

    Recommend & Decide

    AI analyzes and suggests. Humans make the call.

    AI Role

    Advisor

    Human Role

    Decision Maker

    Authority Split

    AI recommends; humans approve, reject, or modify the decision.

    Operating Loop

    This is the business workflow being implemented. The four solution levels are different ways to operationalize the same loop.

    AIStep 1

    Assemble Context

    Combine the relevant records, signals, and constraints.

    AIStep 2

    Analyze

    Evaluate options, risk, and likely outcomes.

    AIStep 3

    Recommend

    Present a ranked recommendation with supporting rationale.

    HumanStep 4

    Human Decision

    A human accepts, edits, or rejects the recommendation.

    AIStep 5

    Execute

    Carry out the approved action in the operating workflow.

    FeedbackStep 6

    Feedback

    Outcome data improves future recommendations.

    Human Authority Boundary

    • CasePilot must not close a fraud case or finalize a disposition without fraud analyst approval. [S1] [S2]

    Technologies

    Technologies commonly used in CasePilot implementations:

    Fraudster voice matchingOther
    4 mentions
    Multilingual-to-English translationOther
    4 mentions
    Pindrop Fraud AssistOther
    4 mentions
    Pindrop ProtectOther
    3 mentions
    Real-time call summarizationOther
    3 mentions
    +1 more technologies(sign up to see all)

    Key Players

    Companies actively working on CasePilot solutions:

    Contact-center fraud platformsInternal bank investigation tooling

    Real-World Use Cases

    GenAI-assisted phone fraud case investigation at FNBO

    An AI assistant helps bank fraud investigators by listening to suspicious calls, summarizing what matters, translating non-English conversations into English, and surfacing fraud clues so analysts can decide cases faster and more consistently.

    Case copilot / evidence summarization and decision supportdeployed production workflow with measured results over five months at a large bank.
    10.0

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