How Our Customer Service Team Engineered an Automated Fraud Prevention System
Our client, a leading Swiss online retailer, was experiencing a significant increase in suspicious orders, often involving high-value IT products. These orders were placed using tactics such as mismatched billing and shipping addresses, fake email accounts, and inconsistent customer details. We acted as their front-line ‘detectives’, manually reviewing every flagged transaction. While our checks were effective, the process was slow, resource-intensive and unsustainable as order volumes increased. This project transformed the manual process into a scalable, automated solution powered by the logic and expertise we had developed over time.
The Challenge
The client’s rapid online growth came with a sharp increase in high-risk order attempts. These not only threatened profitability through direct losses and chargebacks but also put customer trust at risk. For CIIB, the challenge was twofold:
Immediately protect the business by ensuring no suspicious order slipped through.
Design a unified, scalable process that could adapt to evolving fraud patterns and eventually be automated without losing accuracy.
Our manual process had already evolved into a well-defined fraud-prevention framework, complete with guidelines, checklists, and clear escalation paths. But as volumes grew, so did the strain on our team’s capacity and the risk of human error.
Our Approach
We recognized that manual verification alone wasn’t sustainable. The client decided to work with an external RPA (Robotic Process Automation) provider to automate repetitive, manual tasks. This is where our role became critical: the RPA provider could build the “hands” of the solution, but without our “brain”, the operational logic, patterns, and workflows the automation would be ineffective. What we did:
✅ We defined exactly what constitutes a suspicious order (e.g., certain payment methods, mismatched addresses and incorrect email addresses, high-value IT products).
✅ Mapped precise verification steps for the bot to follow.
✅Designed escalation workflows for human agents to handle complex or borderline cases.
✅Collaborated closely with accounting to enforce prepayment on all flagged orders before shipping.
By integrating years of frontline experience into the bot’s logic, we ensured the automated system worked with the same precision as our manual checks only much faster.
The Impact
The new system, powered by our expertise, drastically reduced the time spent on manual reviews and significantly lowered the number of high-risk orders reaching fulfillment. Our team could now focus on:
The result: a more secure, scalable order process that protected the client’s revenue, reduced operational strain, and strengthened customer trust.
Why CIIB?
We didn’t just execute instructions; we shaped the solution. Our deep operational knowledge, combined with the ability to translate that expertise into clear, automated logic, made us an indispensable partner.The RPA company delivered the technology; we provided the intelligence that made it effective.
Takeaway
A successful automation project isn’t about replacing humans; it’s about capturing and scaling human expertise. By combining our fraud-prevention know-how with the client’s investment in RPA, we have created a system that’s faster, smarter, and ready for growth.
Let’s Talk
Want to transform your frontline expertise into a system that scales? Let’s build the “brain” behind your next automation and take fraud prevention to the next level.
Aleks September 25, 2025Aleks September 25, 2025
