Capital One: AI-enabled Fraud Detection
Format: Internal platform for customer service agents, Desktop
Role: Product Designer & Design Strategist
Capital One needed a better process for fraud reporting that was both efficient and accurate for both customer service agents and customers. With the build of ELSA, the agent platform’s first AI-enabled false fraud detection system, I created a phased approach to designing a flow that worked alongside the growth of the agent. The enhancement resulted in a $3M reduction in operational costs in back office filing within first year.
