How to Spot "Red Flags" from Agents Before it become an issue

Managing a risk team often feels like you are finding out about issues too late. You need to identify red flags from the agents—specifically restrictions like words that we don't want them to use—before they escalate.

The goal is clear: you want to see these behaviors before the chargeback occurs to save also the chargeback of happening because we are paying costs.

Here is how you can automate this process and stop paying costs for preventable errors.

The Challenge: Catching "Bad Conversations" Early

Your agents are your frontline, but they can also be your biggest risk. Common red flags include:

• Agents being rude to the client.

• Providing misleading information about the company.

• Ignoring client vulnerability (e.g., when a client says they cannot deposit more money).

If you don't catch these in time, the client will likely make a chargeback.

The Solution: Your "Personal Assistant" for Data

RoboNote acts as your personal assistant to take the big amount of data that you have and tell you exactly where to put your attention.

Instead of listening to random calls, the system helps you ignore the noise and instantly identify whether you are looking at a clean conversation or a bad conversation.

How "Flows" Automate Risk Monitoring

We use a tool called flows, which is like an AI agent that checks all your conversations for you.

1. Custom Prompting for "Wrong or Misleading Information"We prompt the AI to understand exactly what constitutes wrong or misleading information for your specific company.

• Green Value: The agent did a good job, communicating transparently and sticking to regulatory standards.

• Red Value: The agent failed by giving inaccurate company or legal information.

2. Spotting Client VulnerabilityThe system also scans for client vulnerability. If a client indicates financial stress, the AI flags it so Risk needs to know, preventing cases where a client deposits money and then regrets it.

3. The System "Learns by Doing"As you review calls, the system learns by doing. When you verify that a conversation was flagged correctly, the AI extracts that information to lead you in the right direction and catch similar instances in the future.

The Outcome: Stop "Paying Costs"

By using these tools, you can ensure that advices and the guidance from compliance and risk are communicating to the client exactly as it should be. You get a dedicated view—whether we call it Risk or a Raphaelia view—that lets you filter strictly for complaints and compliance breaches, saving you time and money.

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