Case Study: AI-Driven Cybersecurity Revlution: Combating Fraud and Enhancing Customer Trust

Challenge: Through my discovery sessions with Verizon contact center stakeholders , I saw an urgent need to address rising fraud and cyberattacks. Traditional methods couldn't counter sophisticated threats like SIM-swapping, unauthorized access, and mobile fraud, prompting a revamp of our cybersecurity framework.

Solution Development: I led the creation of an AI-powered fraud detection system with real-time monitoring, machine learning, and automated responses.

Integration: Strategically phased AI into legacy systems to ensure seamless transition, investing in data management and cloud computing solutions.

Execution: Under my leadership, we launched predictive maintenance and updated AI models with real-time feedback and threat intelligence. We also improved security awareness training to minimize human error.

Outcome

• Financial: Reduced fraud losses by $2M annually.

• Customer: Enhanced protection increased trust and loyalty.

• Operational: Achieved cost savings and improved network reliability through AI-driven automation.

Reflection: I am proud of the project's vision, strategy, and execution, which not only met but exceeded financial goals, setting a new cybersecurity standard in telecom. This success has strengthened Verizon's industry leadership and ensured a safer digital environment for our customers.