CheckNexa Voice
AI-powered customer verification.
The first conversation in a fraud investigation is the most repetitive one. CheckNexa Voice conducts it — on your script, in your institution's name, with every word recorded.
Disclosure
The customer is told it's automated, before anything else.
The opening is fixed by the workflow, not improvised by the model. It names the institution and states what will never be asked for.
“Hello, this is the automated fraud assistance service calling on behalf of [Institution]. We're contacting you regarding a transaction that may require verification. For your security, I will never ask for your PIN, password, CVV, or full card number.”
- Never asks for a PIN
- Never asks for a password
- Never asks for a CVV
- Never asks for a full card number
Lifecycle
From alert to analyst, step by step.
Seven stages. CheckNexa performs the first six; your team owns the seventh.
- 01
Fraud alert
Your existing detection system flags a transaction and sends the case to CheckNexa.
- 02
Customer contact
The agent calls the cardholder and identifies itself as automated before anything else.
- 03
Structured interview
It works through the institution-approved workflow, branching on the customer's answers.
- 04
Transcription
Every turn is stored verbatim and append-only. The record of what was said cannot be edited.
- 05
Response extraction
Answers become structured fields with confidence scores. Ambiguity is recorded as UNKNOWN.
- 06
Case summary
A narrative summary is generated and kept separate from the transcript it came from.
- 07
Human review
An analyst opens a documented case and decides what happens next.
Example call
A verification interview, as it happens.
Structured fields populate from the transcript as the conversation proceeds — never ahead of the evidence for them.
- Customer
- Sarah Chen
- Transaction
- $1,427
- Merchant
- XYZ Electronics
Do you recognize the $1,427 transaction at XYZ Electronics?
No. I've never purchased anything there.
Do you currently have possession of your card?
Yes, it's in my wallet.
Live case extraction
- Transaction recognized
- No
- Card possession
- Yes
- Additional transactions
- Pending
- Human review
- Required
Ambiguous answers are recorded as unknown and flagged for the analyst. CheckNexa never guesses.
Question workflows
You control what the agent is permitted to ask.
Questions live in the database, version-controlled and editable only by an administrator. The agent has no ability to invent one.
Opening script
“Hello, this is the automated fraud assistance service calling on behalf of [Institution]. We're contacting you regarding a transaction that may require verification. For your security, I will never ask for your PIN, password, CVV, or full card number.”
| Question | Answer type | If YES | If NO | Required |
|---|---|---|---|---|
transaction_recognized Do you recognize the transaction for {{amount}} at {{merchant}}? | yes_no | transaction_authorized | card_in_possession | |
transaction_authorized Did you personally authorize this transaction? | yes_no | — | — | |
card_in_possession Do you currently have possession of your card? | yes_no | — | — | |
card_shared Have you allowed anyone else to use this card? | yes_no | — | — | |
additional_unknown_transactions Have you noticed any other transactions you don't recognize? | yes_no | — | — |
The agent may rephrase an approved question conversationally. It cannot add a question, and it cannot request a credential.
Analyst review
Everything the analyst needs, in one screen.
Facts on the left, AI interpretation in the centre, source evidence on the right — so it is always obvious which is which.
Transaction
- Amount
- $1,427.00
- Merchant
- XYZ Electronics
- Location
- London, UK
- Card
- ···· 4417
Structured answers
- transaction_recognizedNO0.96
- transaction_authorizedNO0.94
- card_in_possessionYES0.98
- card_sharedNO0.91
- additional_unknown_transactionsYES0.88
- card_lost_or_stolenNO0.95
- reported_suspicious_contactUNKNOWN0.41
AI intake summary
Customer does not recognize or authorize the flagged $1,427 transaction at XYZ Electronics. Customer reports that the physical card remains in their possession and states that they have not knowingly shared the card. Customer reports noticing two additional transactions they do not recognize.
Unresolved questions
Suspicious contact — the customer's answer was ambiguous and was recorded as UNKNOWN rather than inferred.
This summary is AI-generated from the transcript. It states no conclusion about whether fraud occurred.
Call
Call metadata
- Provider
- demo
- Duration
- 3:34
- Workflow
- Initial Intake v1
- Disclosure
- Stated at 0:00
Analyst actions
No action here declines a transaction or freezes an account.
Audit trail
Every step is recorded, and nothing can be rewritten.
Case creation, dialling, each question asked, each response received, the summary, and every analyst action — with timestamps and an actor.
- 14:02:11case.createdHuman · A. Moreau
- 14:02:12call.initiatedSystem
- 14:02:41call.answeredSystem
- 14:02:44question.askedAI
- 14:02:58customer.response_receivedAI
- 14:06:15call.completedSystem
- 14:06:17transcript.completedSystem
- 14:06:29summary.generatedAI
- 14:31:04case.openedHuman · A. Moreau
Entries cannot be edited or deleted after they are written — the database rejects both, including from the service role.
See CheckNexa Voice on your own workflow.
We'll walk through the question workflow, the transcript record, and what your analysts would actually receive.