Context sensitive rule-based alerts for fraud monitoring

A method for performing fraud detection in a contact center, the method comprising:

• receiving, from a remote client computing device, a converted textual representation of a monitored verbal communication between an agent and a third party, and a log of agent activity performed by the agent and responsive to the verbal communication;
• analyzing the log of agent activity and the converted textual representation in a behavior engine;
• detecting an inconsistency between the converted textual representation and the monitored agent activity;
• identifying one or more security actions for the remote client computing device to perform in response to detecting the inconsistency;
• and
• communicating the one or more security actions to the remote client computing device to perform.

A method for performing fraud detection at a workstation of a contact center, the method comprising:

• detecting an initialization of a call session at a workstation of an agent;
• monitoring call activity corresponding to a call session, the call activity comprising a monitored verbal communication between the agent and a third party;
• tracking agent activity performed by the agent and responsive to the verbal communication in a log of agent activity;
• converting the monitored verbal communication to a textual representation of the monitored verbal communication;
• sending the textual representation and the log of agent activity to a behavior engine executing in a communicatively coupled server;
• receiving a notification of a detected inconsistency between the monitored verbal communication and the log of agent activity from the behavior engine and one or more security actions to perform in response to the detected inconsistency;
• and
• performing the one or more security actions in response to receiving the notification of the detected inconsistency.