Detecting Fraud Through Agent Training and AI Tools

On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold and Associates, for his third appearance on the podcast. During this conversation, Rick and Amelia discuss:

- Jon’s experience in both contact center operations and unified communications. 

- The ease with which digital technology can be manipulated.

- The importance of proactively looking out for fraud at a contact center in order to identify it.

- Using AI to detect fraud by flagging callers using a script.

- How robocalls are used to commit fraud.

- The ways we can learn from fraud to prevent future attacks.

- How common sense training can prepare new agents to detect fraudulent calls.

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