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Enhancing Customer Contact Efficiency with Graph Neural Networks in Credit Card Fraud Detection Workflow

Credit card fraud has been a persistent issue since the last century, causing significant financial losses to the industry. The most effective way to prevent fraud is by contacting customers to verify suspicious transactions. However, while these systems are designed to detect fraudulent activity, they often mistakenly flag legitimate transactions, leading to unnecessary declines that disrupt the user experience and erode customer trust. Frequent false positives can frustrate customers, resulting in dissatisfaction, increased complaints, and a diminished sense of security. To address these limitations, we propose a fraud detection framework incorporating Relational Graph Convolutional Networks (RGCN) to enhance the accuracy and efficiency of identifying fraudulent transactions. By leveraging the relational structure of transaction data, our model reduces the need for direct customer confirmation while maintaining high detection performance. Our experiments are conducted using the IBM credit card transaction dataset to evaluate the effectiveness of this approach.

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