Bank Rakyat Indonesia
Contact: Dhonny Prasetya
Country: Indonesia
Award Category: Innovative Problem Solver
Tell us about the business problem you were trying to solve.
SAS assists in identifying suspicious transactions from our customers by analyzing various parameters, including past transactions, behaviors, locations, and transaction velocity. However, these detections are essentially 'well-educated guesses' and may result in both accurate identifications and false positives. To address this, we require a method to effectively communicate these detections to our customers. This method must be swift, efficient, and utilize technology that our customers are familiar with.
What SAS products did you use and how did you use them?
We utilize SAS Fraud Management in conjunction with WhatsApp, the most popular messaging app in Indonesia. Whenever SAS Fraud Management identifies a suspicious transaction, it triggers a specialized interface software (Middleware) to send a text message via WhatsApp. This message informs our customer about the specific transaction and asks for their acknowledgment. The customer is required to reply with a predefined 'Yes' or 'No' answer. If the customer responds with 'Yes,' no further action is taken. However, if the response is 'No,' SAS Fraud Management instructs another back-end system to protect the customer's account, such as by freezing it. Given that WhatsApp is widely used by our customers and the general population in Indonesia, this clarification process is seamless and does not require any additional installations on the customer's smartphone.
What were the results or outcomes?
- Previously, we conducted outbound calls to customers individually, which was time-consuming and could not reach all customers in a short period.
- Currently, all alerts are confirmed to customers. However, not all customers respond immediately, especially if the alert is sent at midnight; typically, customers respond the next morning.
- The Fraud Analyst are no longer occupied with making calls. They now have more time to analyze transactions that have not been responded to by customers after a certain period.
Why is this approach innovative?
We believe this approach is innovative due to the following reasons:
1. It enhances productivity without the need to add more fraud analysts.
2. From the customer’s perspective, WhatsApp offers a more user-friendly experience, as it is a widely used and familiar platform in Indonesia.
3. If the customer confirms the transaction by responding “Yes,” SAS Fraud Management will cease blocking transactions from that customer, enabling them to easily retry the previously flagged transaction without further interruptions.
