Solutions · Fraud Support Agent
Customers message the moment a risk decision lands. Holds, KYC questions, dispute responses, appeals. Roe handles the conversation with the same evidence and policy your investigators just used.
TODAY
Investigators close the case. The customer sends the email. Two queues, two tones, two systems of record, and the response always lags the decision.
Support agents either read the full investigation file or paste a template. One is slow. The other erodes trust the moment a customer reads a similar reply on Reddit.
When a user pushes back, someone re-reads the case, re-pulls evidence, and re-decides. Most teams don't have headcount, so legitimate users churn while bad actors keep trying.
What you say to a frozen account is regulated. SAR-tipping rules, dispute scripts, fair-lending phrasing. One off-script reply becomes a complaint, a chargeback escalation, or a regulatory letter.
What you get
Every fraud support agent deployment ships with the same evidence-first reasoning, audit trail, and policy fit as the rest of Roe.
Roe drafts and sends the customer-facing message inside Zendesk, Intercom, Pylon, or your in-app inbox. Tone matches your brand. Language stays inside your compliance script library.
When a customer disputes a hold, Roe re-runs the investigation with the new evidence, updates the case file, and responds. Cited, on-policy, in minutes.
Knows what can and can't be said about SARs, sanctions matches, and ongoing reviews. Every outbound message is logged with the policy reference it satisfies.
Shares context with the Fraud Investigation Agent and the AML L1 Agent. The customer reply, the case file, and the audit trail stay in lockstep. No re-keying, no contradicting answers.
How it works
A risk decision lands. The customer asks. Roe joins the support thread (or starts a proactive notification) with the case context already loaded.
Roe answers on-policy, asks for missing evidence when needed, and runs an appeal end-to-end if the customer pushes back.
Disposition, customer message, and audit trail land in your case manager and your support tool together.
First response and appeals
Compliance-aware language
Zendesk, Intercom, Pylon