SAS and ITRC have developed a virtual assistant to help fraud victims

2021: Chatbot Creation

Thanks to the capabilities of SAS Viya, the Personal Data Theft Center (ITRC) can quickly help people who have experienced theft of their data. This became known on May 19, 2021.

Thanks to advancements in the field of, and artificial intelligence chat bots digital assistants began to be used in the industry, finance retail and. trade health care SAS-based chat bots offer another way to interact with the entire SAS Viya ecosystem, combining reports and, visualization analytics and artificial intelligence through a public interface without the need for coding, "says Saurab Gupta, senior director of data and analytics at SAS.

Since ITRC launched chat bots to support fraud victims in 2014, demand for its services has only grown. And in 2020, it peaked.

We have witnessed record levels of fraud and identity theft since the pandemic. In 2020, we served more than 11,000 people in the contact center alone, and 1.1 million unique visitors visited our website. This is an astonishing number of people who are seeking help, and it requires tremendous effort on the part of employees. How do I serve more people in real time? And how quickly can you provide them with the information and help they need? The idea of ​ ​ chat bots is not to replace live operators, but to unload them, "says ITRC CEO Eva Velazquez.

The answer was the introduction of ViViAN, short for Virtual Victim Assistance Network. This is an ITRC chatbot based on SAS AI technologies, or a virtual assistant for those who have been affected by identity theft.

With natural language processing (NLP), chat bots help people communicate with machines and instantly receive a reasonable response tailored to the needs of the user. Using linguistic rules, machine and deep learning, chat bots interpret complex issues and improve the quality of communication between a person and a machine.

These features of artificial intelligence or chat bots are embodied in the SAS Conversion Designer on the SAS Viya cloud platform. The software makes it possible to conduct a dialogue similar to communication with a living person, and use analytical data to make more effective business decisions.

Some people will need the help of a live operator. Working with victims of fraud, we know that it is important to get valuable information while you wait for a conversation with a real person. ViViAN can provide this preliminary information, and then it will be supplemented by live operators who will accompany the person until they realize that he is on the right path to restore his stolen identity, "says Eva Velazquez.