CAP enhances Case Management with X Apps and Custom UIs – automation

This white paper is one of a series, outlining how CAP is being used to enhance Case Management.

Keywords:

Case management, automation, anti-fraud, X Apps, custom user interfaces

The context:

A large retailer was experiencing a rapid increase in fraud levels, both online and in store. Causing both monetary losses, lost revenue and increasing insurance and product delivery costs, the board were anxious to combat fraud as well as maintain their reputation and the trust of their customers.

The solution:

CAP was installed in the Amazon cloud between the end users and the third-party provider to help overcome some of these problems. By taking advantage of CAP’s custom user interfaces (consisting of 1) the built-in case manager, 2) the Custom Function capability for custom user interfaces in the Console and 3) the unconstrained X App framework) the retailer was able to connect the data from the 3 separate teams in to 1, automating order release decisions and quickly reducing fraud losses and staff costs, while increasing online sales.

Deployment diagram:

Why CAP:

The story:

Operationally, the risk team were busily creating and updating risk models and data classifications in Excel, creating change requests for the e-commerce team to deploy in the system; the e-commerce team were supporting the live system with code changes, but were unable to keep up with the change request rhythm of the risk team. Meanwhile, the fraud operations team were working cases in a bespoke case management system and providing Excel and PowerPoint reports to both the risk team and the e-commerce team.

Using CAP, a plan was quickly hatched to resolve the issue:

The solution was three-fold: 1) automate the decision process (i.e. authorise, or decline the transaction) and block known (blacklisted) users or addresses; 2) have the risk and operations teams work directly in a CAP interface that was designed to their specific requirements; 3) have the e-commerce team deploy the policies and controls via CAP, removing the need for lengthy and costly app testing and releases.

The limitations:

The case manager, in this instance, relies solely on the decision process; therefore knowledge of fraud risks and methodology is required on an ongoing basis to review and modify rules within this decision matrix.

For Custom Functions and X Apps, knowledge of HTML is required and the time to design and deploy the custom user interfaces takes between 5-10 days and also required some ongoing optimisation to ensure user efficiency and happiness.

Business benefits:

The retailer saw a dramatic decrease in fraud losses immediately, coupled with an almost complete workload reduction for the customer service team. As a direct result the retailer was able to streamline the customer service team, reallocate personnel and hire an online fraud expert.

Rules blocks used:

Case manager trigger

Flight recorder add

Http Server execute (web page modification)

String Replacer

Maxmind Geo Info (IP lookup)

Http Request Tracker (get user agent information)

Unique Lookup (database lookup)

Http Redirect (log out user)

Set Variable

X Apps