Request a demo

Find out today the difference that Callsign’s unique solution can make to your business.

Seeing is believing.

General enquiries, support and press

By submitting this form, you agree to Callsign’s Privacy Policy



Thank you for your request


In the meantime, connect with Callsign for insights on authentication and fraud prevention

Back to Knowledge & Insights

Preventing social engineering with contextual fraud messages

Fraud & Scams Banking & Finance

Protecting your customers online has never been more challenging. With authorized push payment (APP) fraud on the rise, businesses need real-time Dynamic Interventions to stop the fraudsters in their tracks and keep their users safe.

Digitization on the rise

The hyper-digitization that took place during the Covid-19 pandemic forced users to access services digitally – whether that be to do some shopping or transfer money. With little other option, users had no choice but to go digital to continue their daily lives.

This increased digitization has meant there are more online transactions than ever, and the task to secure digital journeys has only gotten harder. Fraudsters constantly search for fresh opportunities, and the shifting dynamics during the pandemic exposed new pathways to target relevant customers. Their methods are innovative and wide ranging – from fake job applications to romance scams – and their victims diverse.

Fraud hides in volume, and scammers always focus on the weakest point in the chain. Human behavior is often this point, and scams have evolved from simple phishing techniques to APP fraud through more sophisticated forms of social engineering. The rise in popularity of real-time payments complicates the challenge: RTP transactions are instant and non-reversible.

In the rapidly changing and constantly evolving world of fraud, businesses need to have dynamic technologies which can outpace the scammers.

How do you make customers pay attention to scam warnings?

Part of the problem that organizations face in the battle with digital scams is customer alert fatigue. Users are often overwhelmed with complex messages in their online journey, meaning that they ignore crucial alerts – our research has found that a quarter of people hadn’t noticed fraud warnings that banks and retailers presented to them, while 58% of those who had seen the fraud warnings didn’t change their actions as a result. Putting in warnings at every point of the user journey leads to fatigue, and customers drift into autopilot.

Callsign’s Dynamic Interventions occur only when social engineering has been detected and users are in danger – reducing alert fatigue.

How can businesses make people pay attention? Alerting users at the right time and in the right way can help. Psychologists have identified ‘cold’ and ‘hot’ states of behavior – when people are in a ‘cold’ state they are calm, but in a ‘hot’ state they are emotional and stressed. With social engineering techniques, fraudsters impersonate banks or other services which creates panic and pushes people into a ‘hot’ state – at which point they forget all about the fraud warnings they read in their calm ‘cold’ state. And because most fraud warning messages are static and pop up all the time, scammers anticipate and coach victims through them.

Turning off the autopilot with dynamic messages

Businesses need agile technology that alerts users at the exact moment of danger, jolting them back to their ‘cold’ state.

Like a warning light on your car dashboard, we need something to make people stop thinking in autopilot mode.

Much like how drivers are notified about problems with their car, Callsign’s principal framework for fighting fraud is threefold: Detect, Intervene, and Protect. Just as an alert on a car dashboard appears only at the point in which action needs to be taken, so Callsign’s Dynamic Interventions occur only when social engineering has been detected and users are in danger – reducing alert fatigue. The fraudsters don’t know when the warning messages occur, so they can’t coach someone to ignore them.

Callsign is unique in the market, in that not only can our proprietary technology detect threats to consumers in real time through analysis of a person’s behavior, recognizing abnormalities perhaps due to stress or coercion, it can break a scammer’s hold on their potential victim.

Callsign’s agile Orchestration Layer enables dynamic and contextual warning messages to be displayed, lathering the digital journey appropriately, introducing new controls to protect customers.

Contextual fraud messages can cognitively jolt customers. The alerts prompt customers to pause and return to their ‘cold’ state, giving them time to think about their next steps. Crucially, for genuine users performing recognized activity, these messages won’t be presented. Callsign gives businesses unrivalled flexibility to orchestrate the onward user journeys, including the ability to halt fraudulent transactions – and also ensuring that genuine users will not get message fatigue.

Scam protection across the whole customer journey

Callsign believes in the continuous protection of customers and users. Our low- code / no-code approach enables constant adaptation across the scams landscape, where changes can be made in seconds and not weeks; while our full audit capability allows for non-repudiation of the user journey and user actions.

Users need to be protected along their online journey and given the tools to hold off fraudsters. As scams rapidly change, dynamic technology must be used to keep up. Callsign’s framework (detect, intervene, protect) is a strong pillar by which to fight fraud and reduce the societal impact and cost of scams.

Fraud warning statistics

of consumers don't notice scam warnings put in front of them by banks or retailers
of consumers who remember seeing a fraud warning message don't change their behavior as a result
of consumers expect companies to be proactive when they are at risk of fraud

Real-time scam detection & prevention

Ensure your customers are getting the message

Find out more about Dynamic Interventions