Turn fraud alerts into safe, structured and traceable customer action

Alía complements banks' fraud systems with guided inbound and outbound conversations, structured customer responses and clear next steps.

Request an Alía fraud demo See the solution

GDPR-native · ISO/IEC 27001 · EU or on-prem hosting · EU AI Act ready

How Alía works

Two conversation models, one governance layer. Alía handles the customer interaction whether the contact starts with the customer or the bank.

Inbound

The customer contacts the bank

Alía identifies the issue, preserves context and routes the conversation to the right specialist, with the full interaction documented at every step.

Outbound

The bank initiates contact

After an approved alert or follow-up trigger, Alía guides structured recognition questions and documents the customer's response before any action is taken.

Alerts and Blocks

Recognise suspicious card activity, clarify preventive blocks and guide the next safe step.

InboundCustomer calls after card is blocked. Alía confirms identity via bank controls, explains the alert and guides the customer to the right action.

OutboundBank sends alert after a suspicious transaction. Alía contacts the customer, confirms intent and documents the response before any card action.

Disputes

Review unrecognised or disputed transactions and collect the missing case information the bank needs to proceed.

InboundCustomer reports an unrecognised charge. Alía collects structured case data, preserves the conversation record and routes to the disputes team.

OutboundBank follows up on a pending dispute. Alía reaches the customer, gathers outstanding information and updates the case record automatically.

Transfers and Scams

Identify warning signs of manipulation in suspicious transfers and guide safe escalation before funds move.

InboundCustomer requests an urgent transfer. Alía surfaces scam indicators through psychographic analysis and routes high-risk cases for human review.

OutboundBank flags a pending transfer for review. Alía contacts the customer, asks structured recognition questions and documents consent or concern.

Case Continuity Router

The logic layer that keeps every conversation coherent, regardless of channel, model or escalation path. It classifies intent, selects the right agent, preserves context across handoffs and coordinates escalation so that no case loses its thread.

Classify intent: identifies whether the contact is an alert, dispute, transfer risk or general fraud enquiry

Select agent: routes to the appropriate Alía specialist based on case type and channel

Preserve context: carries the full conversation record into every handoff, inbound and outbound

Coordinate escalation: routes to a human specialist with complete case context when thresholds are reached

The resolution flow

From first contact to authorised action. Each stage is governed, documented and traceable.

Alert or customer contact

Identity is verified through the bank's approved controls. Alía does not request credentials or act as an independent authenticator. No case opens until the customer is confirmed.

Secure guided conversation

Psychographic conversation intelligence surfaces customer intent and emotional context. Alía structures the dialogue to gather what the case needs before any action is proposed.

Structured response

Within expressly authorised interactions, Alía guides the customer to the appropriate next step. Cases above governance thresholds route immediately to a human specialist with full context.

Authorised next step and traceable handoff

Every decision and outcome is written back to the CRM where an approved integration exists, compliance-ready, without manual entry.

Why Symanto

Six requirements shaped the technology partner search. Each one had to be answered before Alía could move to production.

Multilingual NLU

100+ languages out of the box. Spanish, Portuguese, and regional variants at production quality without per-language tuning.

Governance by design

Escalation paths, audit records, and human checkpoints are structural, not bolt-ons.

Psychographic intelligence

15+ years of NLP research surfaces customer emotion and intent in real time.

Pilot to production

SymantoAssist scales from a contained pilot to full deployment without rebuilding the architecture.

IP ownership

Russell Bedford and its clients retain ownership of domain knowledge, training data, and configured flows.

Channel flexibility

Voice, chat, and async messaging on one conversation layer. The same logic, the same audit trail, any channel.

Technology meets domain expertise

Symanto

NLP foundation, conversation engine, governance layer

SymantoAssist NLP building blocks Governance layer 100+ languages

Russell Bedford

Financial services expertise, regulatory context, client relationships

Financial services Latin America Regulatory knowledge Fraud operations

Request an Alía fraud demo

See the inbound and outbound flows in action with a fraud scenario relevant to your operations:

Useful response to fraud alerts, assessed live
Case completeness across inbound and outbound
Response time and escalation with context
Full traceability of every step in the conversation