Bank Fraud Prevention via Real-Time SMS and Voice Alerts

Case studies

OMS

Bank Fraud Prevention via Real-Time SMS and Voice Alerts

Case study shows how one of the largest U.S. banks used automated SMS and voice notifications to detect and stop fraudulent credit card transactions in near real-time.

Published

June 4, 2026

Read time

3 min read

Source

The bank implemented CSG Interactive Messaging to prescreen high-risk transactions and contact customers via SMS or voice within seconds. Business rules routed alerts to the most appropriate channel, with voice reserved for highest-risk events. Automated verification reduced agent workload, lowered cost per call by 46 percent, and stopped 25 percent of suspicious purchases before completion.

Key takeaways

Real-time SMS and voice alerts flagged suspicious charges before authorization

25 percent of contacted customers confirmed fraud, enabling immediate blocks

Average cost per fraud call dropped 46 percent through automated handling

Inbound fraud-related calls fell 12 percent, freeing agents for complex issues

Customer satisfaction reached 95 percent with proactive fraud notifications

Market overview

SCR methodology note

Vendor landscape

Leaders

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Important consideration

Original Source

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