CUSTOMER SERVICE AND CLAIMS
A fraudulent refund or compromised account
Scenario
An agent handles customer requests by email and chat through the CRM, including refunds and claims settlements.
Without control
A carefully crafted message could prompt the agent to approve an improper refund or change the email address associated with an account, allowing a third party to take it over.
With Adaptive Runtime
- Routine responses and requests can proceed without intervention.
- Refunds above defined limits, sensitive compensation payments and changes to account access details require human approval.
- Instructions embedded in untrusted content should be filtered by the configured controls; every decision is documented.
Rules and thresholds are tailored to the organisation’s systems and policies during the assessment.