A new solution based on artificial intelligence and new technology has emerged.It helps insurers detect fraud by flagging unusual user activity directly on the websitethe insurance company.
Glassbox is a digital customer experience intelligence platform.It allows companies to monitor the behavior of their sites.Their flagship service, Glassbox Insights Assistant, is an AI agent.It helps financial companies process engagement data and act on it.Joe Crawford, director of Professional Services, explains how AI can quickly sift through large volumes of data.It recognizes normal behavior and signals unusual activity, including unauthorized logins or suspicious changes.
"We work with a lot of large insurance companies, and AI really helps us sift through the large amount of data that we have and use to monitor the customer experience," Crawford told InsuranceNewsNet.
He notes that on a typical site, hundreds of thousands of people visit these web pages every day.It is "impossible" for a team of trained personnel to constantly monitor all these sessions and identify the small details that make up the fraud attempts.
"There are a lot of good people trying to do good things, but there are also some bad actors who are really trying to take advantage of certain situations. Artificial intelligence helps us distill all this data and find the anomalies in it, sift the wheat from the chaff or separate the sheep from the goats," adds Crawford.
Increasingly sophisticated scams
These days, insurance fraud is becoming more complex and evolving with the advent of new digital tools, Crawford notes.
"There are very resourceful fraudsters out there. They do things we wouldn't normally expect. We've seen people doing things like making changes to the website itself on the fly, taking screenshots and sharing them with insurance company support staff."
According to him, this is precisely why the use of technologies such ...
A new solution based on artificial intelligence and new technology has emerged.It helps insurers detect fraud by flagging unusual user activity directly on the websitethe insurance company.
Glassbox is a digital customer experience intelligence platform.It allows companies to monitor the behavior of their sites.Their flagship service, Glassbox Insights Assistant, is an AI agent.It helps financial companies process engagement data and act on it.Joe Crawford, director of Professional Services, explains how AI can quickly sift through large volumes of data.It recognizes normal behavior and signals unusual activity, including unauthorized logins or suspicious changes.
"We work with a lot of large insurance companies, and AI really helps us sift through the large amount of data that we have and use to monitor the customer experience," Crawford told InsuranceNewsNet.
He notes that on a typical site, hundreds of thousands of people visit these web pages every day.It is "impossible" for a team of trained personnel to constantly monitor all these sessions and identify the small details that make up the fraud attempts.
"There are a lot of good people trying to do good things, but there are also some bad actors who are really trying to take advantage of certain situations. Artificial intelligence helps us distill all this data and find the anomalies in it, sift the wheat from the chaff or separate the sheep from the goats," adds Crawford.
Increasingly sophisticated scams
These days, insurance fraud is becoming more complex and evolving with the advent of new digital tools, Crawford notes.
"There are very resourceful fraudsters out there. They do things we wouldn't normally expect. We've seen people doing things like making changes to the website itself on the fly, taking screenshots and sharing them with insurance company support staff."
According to him, this is precisely why the use of technologies such as digital experience monitoring tools based on artificial intelligence is undeniable when it comes to identifying malicious individuals and preventing losses.
"People who don't have these monitoring tools or don't know what's going on can be taken advantage of. It costs the insurance companies money. Now that they have these reports and we use artificial intelligence, we aggregate and distill the information. The data is presented in a clear way that allows authorities to be alerted, saving money and reducing risks," says Crawford.
Analyzing user activity
Glassbox's AI works as an embedded solution directly on the customer's site.It continuously monitors everything the user does, including clicks, hovers, interactions, form submissions, and more.This activity is recorded and can be viewed again.
All captured site data is automatically sent to a dedicated Glassbox server, where support, anti-fraud or security teams have full access to user session recordings and other AI-generated analytics.Insights Assistant also summarizes all recorded sessions and generates reports based on certain behavior patterns.
"We program the AI to recognize what's considered normal and what's not. It looks at patterns of sessions that are considered atypical, and we configure it to send alerts about anomalies and things like that to the appropriate customer teams."
Crawford adds that this is especially useful for compliance or legal teams, who can quickly check where users are having problems or see where fraudulent activity is taking place, with the record actually proving it.
"Some people can even use this in court to show that we can actually see the discrepancy between what the user says and what they actually did."
It's all about the user experience
Despite Glassbox's anti-fraud applications, the platform is primarily designed to help insurers.It unravels the digital customer experience and improves it over time.
"Even outside of fraud, it's important to really understand the customer experience, especially in insurance where claims are made, simply because there's usually an emotional attachment when people make claims: either there's a health issue, or they've had a problem with their cars, things like that," Crawford explains.
In today's world, customers are looking for personalized, seamless digital experiences and have multiple options to choose from.Customer experience is what sets a company apart from the competition, he adds.
"So fraud is only one part of it, but it's extremely important to make sure that insurance companies understand the customer experience and deal with it in the right way," says Crawford.
Glassboxis a digital intelligence platform for insurance and financial companies.It was founded in 2010 and is based in London, with offices in New York and Israel.
Frequently asked questions
What is Glassbox and how does it help insurance companies?
Answer: Glassbox is a platform for digital intelligence of user behavior on websites.It allows insurers to track customer actions in real time and identify irregularities.Using artificial intelligence, the system detects suspicious patterns and signals potential fraud attempts.This increases security and reduces financial losses.
How does Glassbox's AI work in fraud detection?
Answer: The AI system analyzes each user session and compares the behavior to established patterns of normal activity.In case of deviations, such as unusual actions or suspicious changes to the site, a warning is generated.Thus, unauthorized access and abuse are detected in real time.This allows for a quick response from security teams.
What data does the Glassbox platform collect and analyze?
Answer: The platform records all interactions with the site, including clicks, form completions and cursor movements.This data is sent to secure servers for detailed analysis.The AI agent summarizes the information and creates reports on behavioral patterns.This gives a complete picture of the real user experience.
Can Glassbox information be used as evidence?
Answer: Yes, in certain cases recordings of user sessions can serve as evidence.The system shows discrepancies between users' claims and their actual actions.This is particularly useful for legal and compliance teams.They can quickly verify controversial situations with specific visual data.
How does Glassbox improve the customer experience, other than fighting fraud?
Answer: The platform helps companies understand how customers interact with the site.This is how problem points, confusing processes and technical difficulties are discovered.The information obtained allows optimization of digital services.As a result, customers receive faster, easier and more convenient service.
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A new solution based on artificial intelligence and new technology has emerged.It helps insurers detect fraud by flagging unusual user activity directly on the websitethe insurance company.
Glassbox is a digital customer experience intelligence platform.It allows companies to monitor the behavior of their sites.Their flagship service, Glassbox Insights Assistant, is an AI agent.It helps financial companies process engagement data and act on it.Joe Crawford, director of Professional Services, explains how AI can quickly sift through large volumes of data.It recognizes normal behavior and signals unusual activity, including unauthorized logins or suspicious changes.
"We work with a lot of large insurance companies, and AI really helps us sift through the large amount of data that we have and use to monitor the customer experience," Crawford told InsuranceNewsNet.
He notes that on a typical site, hundreds of thousands of people visit these web pages every day.It is "impossible" for a team of trained personnel to constantly monitor all these sessions and identify the small details that make up the fraud attempts.
"There are a lot of good people trying to do good things, but there are also some bad actors who are really trying to take advantage of certain situations. Artificial intelligence helps us distill all this data and find the anomalies in it, sift the wheat from the chaff or separate the sheep from the goats," adds Crawford.
Increasingly sophisticated scams
These days, insurance fraud is becoming more complex and evolving with the advent of new digital tools, Crawford notes.
"There are very resourceful fraudsters out there. They do things we wouldn't normally expect. We've seen people doing things like making changes to the website itself on the fly, taking screenshots and sharing them with insurance company support staff."
According to him, this is precisely why the use of technologies such ...
A new solution based on artificial intelligence and new technology has emerged.It helps insurers detect fraud by flagging unusual user activity directly on the websitethe insurance company.
Glassbox is a digital customer experience intelligence platform.It allows companies to monitor the behavior of their sites.Their flagship service, Glassbox Insights Assistant, is an AI agent.It helps financial companies process engagement data and act on it.Joe Crawford, director of Professional Services, explains how AI can quickly sift through large volumes of data.It recognizes normal behavior and signals unusual activity, including unauthorized logins or suspicious changes.
"We work with a lot of large insurance companies, and AI really helps us sift through the large amount of data that we have and use to monitor the customer experience," Crawford told InsuranceNewsNet.
He notes that on a typical site, hundreds of thousands of people visit these web pages every day.It is "impossible" for a team of trained personnel to constantly monitor all these sessions and identify the small details that make up the fraud attempts.
"There are a lot of good people trying to do good things, but there are also some bad actors who are really trying to take advantage of certain situations. Artificial intelligence helps us distill all this data and find the anomalies in it, sift the wheat from the chaff or separate the sheep from the goats," adds Crawford.
Increasingly sophisticated scams
These days, insurance fraud is becoming more complex and evolving with the advent of new digital tools, Crawford notes.
"There are very resourceful fraudsters out there. They do things we wouldn't normally expect. We've seen people doing things like making changes to the website itself on the fly, taking screenshots and sharing them with insurance company support staff."
According to him, this is precisely why the use of technologies such as digital experience monitoring tools based on artificial intelligence is undeniable when it comes to identifying malicious individuals and preventing losses.
"People who don't have these monitoring tools or don't know what's going on can be taken advantage of. It costs the insurance companies money. Now that they have these reports and we use artificial intelligence, we aggregate and distill the information. The data is presented in a clear way that allows authorities to be alerted, saving money and reducing risks," says Crawford.
Analyzing user activity
Glassbox's AI works as an embedded solution directly on the customer's site.It continuously monitors everything the user does, including clicks, hovers, interactions, form submissions, and more.This activity is recorded and can be viewed again.
All captured site data is automatically sent to a dedicated Glassbox server, where support, anti-fraud or security teams have full access to user session recordings and other AI-generated analytics.Insights Assistant also summarizes all recorded sessions and generates reports based on certain behavior patterns.
"We program the AI to recognize what's considered normal and what's not. It looks at patterns of sessions that are considered atypical, and we configure it to send alerts about anomalies and things like that to the appropriate customer teams."
Crawford adds that this is especially useful for compliance or legal teams, who can quickly check where users are having problems or see where fraudulent activity is taking place, with the record actually proving it.
"Some people can even use this in court to show that we can actually see the discrepancy between what the user says and what they actually did."
It's all about the user experience
Despite Glassbox's anti-fraud applications, the platform is primarily designed to help insurers.It unravels the digital customer experience and improves it over time.
"Even outside of fraud, it's important to really understand the customer experience, especially in insurance where claims are made, simply because there's usually an emotional attachment when people make claims: either there's a health issue, or they've had a problem with their cars, things like that," Crawford explains.
In today's world, customers are looking for personalized, seamless digital experiences and have multiple options to choose from.Customer experience is what sets a company apart from the competition, he adds.
"So fraud is only one part of it, but it's extremely important to make sure that insurance companies understand the customer experience and deal with it in the right way," says Crawford.
Glassboxis a digital intelligence platform for insurance and financial companies.It was founded in 2010 and is based in London, with offices in New York and Israel.
Frequently asked questions
What is Glassbox and how does it help insurance companies?
Answer: Glassbox is a platform for digital intelligence of user behavior on websites.It allows insurers to track customer actions in real time and identify irregularities.Using artificial intelligence, the system detects suspicious patterns and signals potential fraud attempts.This increases security and reduces financial losses.
How does Glassbox's AI work in fraud detection?
Answer: The AI system analyzes each user session and compares the behavior to established patterns of normal activity.In case of deviations, such as unusual actions or suspicious changes to the site, a warning is generated.Thus, unauthorized access and abuse are detected in real time.This allows for a quick response from security teams.
What data does the Glassbox platform collect and analyze?
Answer: The platform records all interactions with the site, including clicks, form completions and cursor movements.This data is sent to secure servers for detailed analysis.The AI agent summarizes the information and creates reports on behavioral patterns.This gives a complete picture of the real user experience.
Can Glassbox information be used as evidence?
Answer: Yes, in certain cases recordings of user sessions can serve as evidence.The system shows discrepancies between users' claims and their actual actions.This is particularly useful for legal and compliance teams.They can quickly verify controversial situations with specific visual data.
How does Glassbox improve the customer experience, other than fighting fraud?
Answer: The platform helps companies understand how customers interact with the site.This is how problem points, confusing processes and technical difficulties are discovered.The information obtained allows optimization of digital services.As a result, customers receive faster, easier and more convenient service.