Fraud Detection and Prevention

Detect the tactics behind voice fraud — social engineering, account-takeover attempts, impersonation, and the pressure patterns fraudsters use — across customer service, account recovery, and verification calls. Account-takeover and impersonation are common cases, not the limits. The same pressure and deception signals generalize to claims fraud, collusion, marketplace scams, and more. Use this package as a starting point — add or swap in any preset from the catalog, or define your own behaviors to fit your use case. This package includes: 25 conversation types · 14 participant roles · 18 behaviors.

Use this package

The config below is ready to use as-is — download or copy it and pass it as the config payload in a Velma Triage request. Its behaviors are preset references: the API expands each preset:<identifier> into its full definition at request time, so you don’t need the criteria inline to run the package. Download fraud-detection-and-prevention.json

View / copy full config

{
  "conversation_types": [
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111001",
      "name": "Customer Service Call",
      "short_description": "Phone or video calls between customers and support agents",
      "detailed_description": "institutional-fraud"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111002",
      "name": "Social Conversation",
      "short_description": "Public or group conversations in social contexts",
      "detailed_description": "moderation"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111003",
      "name": "Enterprise IT support",
      "short_description": "Any call to assist an employee in accessing or managing internal IT resources",
      "detailed_description": "business-operationsitprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111007",
      "name": "Academic or Professional Presentation",
      "short_description": "A talk, webinar, workshop, or any other presentation style session",
      "detailed_description": "mediaprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111008",
      "name": "General Customer Support Call",
      "short_description": "Any call where a customer is contacting a business to assist them with the use of a service or goods provided by the business",
      "detailed_description": "customer-supportprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111017",
      "name": "AI Agent Customer Support Call",
      "short_description": "Any Customer Support Call with an AI agent",
      "detailed_description": "customer-supportprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111018",
      "name": "AI Agent Interview Monitoring",
      "short_description": "Any interview call with an AI interviewer",
      "detailed_description": "business-operationsprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111019",
      "name": "Shipping Package Delivery Logistics",
      "short_description": "Any call to coordinate the delivery of a package with the delivery driver",
      "detailed_description": "consumer-service-meetingprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111020",
      "name": "Taxi Service Logistics",
      "short_description": "A call where a driver is coordinating with a customer to pick them up",
      "detailed_description": "consumer-service-meetingprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111021",
      "name": "General Contractor Visitation Coordination",
      "short_description": "Any call where there is a contracted party coordinating with a client for the means of delivering a service",
      "detailed_description": "consumer-service-meetingprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111022",
      "name": "Food Delivery Logistics",
      "short_description": "Coordinating the delivery of food to a location",
      "detailed_description": "consumer-service-meetingprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111023",
      "name": "Management and Performance Reviews",
      "short_description": "A conversation where an employee is being reviewed by a manager or review board",
      "detailed_description": "business-operationsprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111024",
      "name": "Internal Business Conversations",
      "short_description": "Any professional conversation happening inside a business",
      "detailed_description": "business-operationsprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111025",
      "name": "Business Contractor and Vendor Logisitics",
      "short_description": "Any call where a business coordinates with a contracted third party",
      "detailed_description": "business-operationsprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111026",
      "name": "Interview Monitoring",
      "short_description": "A call to conduct a professional interview for a job or role at a business",
      "detailed_description": "business-operationsprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111027",
      "name": "Finance Account Support",
      "short_description": "Any call to support the configuration, management, or cancellation of financial accounts",
      "detailed_description": "customer-supportprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111028",
      "name": "Consumer Technical Support",
      "short_description": "Any call to assist a customer in using a business's software or website",
      "detailed_description": "customer-supportitprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111029",
      "name": "Insurance Policy or Claims Management",
      "short_description": "Any call to check on the status of, change, cancel, or check on the status of a claim for an insurance policy.",
      "detailed_description": "customer-supportinsuranceprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111030",
      "name": "Insurance Claims Filing",
      "short_description": "A call to file a claim with an insurance agent",
      "detailed_description": "customer-supportinsuranceprofessional"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111031",
      "name": "Retail Customer Support Call",
      "short_description": "A call to coordinate the delivery or transfer of goods to a consumer",
      "detailed_description": "customer-supportprofessionalretail"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111032",
      "name": "Sales Contract/Deal Negotiation Call",
      "short_description": "A call to negotiate the terms of a customer agreement",
      "detailed_description": "professionalsales"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111033",
      "name": "Outbound Sales Call",
      "short_description": "Any call from a business to their clients or consumer for the purpose of selling them goods or services",
      "detailed_description": "professionalsales"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111034",
      "name": "Sales Pipeline Logistics Call",
      "short_description": "A call with the purpose of moving a prospect to the next part of the sales pipeline",
      "detailed_description": "professionalsales"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111035",
      "name": "Demo Sales Call",
      "short_description": "Product demo call",
      "detailed_description": "professionalsales"
    },
    {
      "conversation_type_uuid": "11111111-1111-4111-8111-111111111036",
      "name": "Inbound Sales Call",
      "short_description": "A call coming from the customer to a business to purchase goods or services",
      "detailed_description": ""
    }
  ],
  "participant_roles": [
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222002",
      "name": "Agent",
      "short_description": "Customer support representative",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222003",
      "name": "Social Participant",
      "short_description": "Participant in social conversation",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222004",
      "name": "Support Specialist",
      "short_description": "Someone who works with employees or contractors to solve problems with things like IT, logistics, or communication",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222005",
      "name": "Employee",
      "short_description": "someone who is employed by company and exists in professional settings",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222006",
      "name": "Presenter",
      "short_description": "the main speaker or speakers in a presentation",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222009",
      "name": "Social Participant",
      "short_description": "A partipant in a social conversation",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222010",
      "name": "Manager/Reviewer",
      "short_description": "A person who either has a manager title or is conducting a performance review of another person",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222011",
      "name": "Gig worker",
      "short_description": "A contractor delivering a service for someone",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222012",
      "name": "Customer Service Representative",
      "short_description": "A representative from a business who is assisting a customer with an issue they are having",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222013",
      "name": "Salesperson",
      "short_description": "A person who is attempting to sell a good or service to another person",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222014",
      "name": "Insurance Agent",
      "short_description": "A customer support representative from an insurance company",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222015",
      "name": "Interview Candidate",
      "short_description": "Someone who is being interview for a job",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222016",
      "name": "Interviewer",
      "short_description": "A person giving an interview",
      "detailed_description": ""
    },
    {
      "participant_role_uuid": "22222222-2222-4222-8222-222222222017",
      "name": "Customer",
      "short_description": "The recipient of a service or good",
      "detailed_description": ""
    }
  ],
  "behaviors": [
    "preset:complaints",
    "preset:vishing",
    "preset:account_impersonation",
    "preset:action_plan_created",
    "preset:cancelled_order",
    "preset:service_churn",
    "preset:coercion_manipulation",
    "preset:return_fraud_attempt",
    "preset:feigned_ignorance",
    "preset:storytelling",
    "preset:bargaining_manipulation",
    "preset:ai_agent_manipulation",
    "preset:refund_or_credit_issued",
    "preset:issue_not_resolved",
    "preset:inappropriate_speech",
    "preset:issue_resolved",
    "preset:threat_based_harassment",
    "preset:sexual_harassment"
  ]
}

Expand the full criteria

To produce a self-contained config with every behavior’s full criteria inlined — for review, customization, or pinning a snapshot — fetch the live preset catalog and merge it into the downloaded config. The catalog is the source of truth for detection criteria.

curl -s https://platform.modulate.ai/api/velma-2-batch/list-presets \
  -H "X-API-Key: $MODULATE_API_KEY" \
| jq --slurpfile cfg fraud-detection-and-prevention.json '
    [ $cfg[0].behaviors[] | ltrimstr("preset:") ] as $ids
    | { conversation_types: $cfg[0].conversation_types,
        participant_roles:  $cfg[0].participant_roles,
        behaviors: [ .presets[] | select(.identifier as $i | $ids | index($i)) ] }
  ' > fraud-detection-and-prevention.full.json

import os, json, requests

cfg = json.load(open("fraud-detection-and-prevention.json"))
ids = {b.removeprefix("preset:") for b in cfg["behaviors"]}

catalog = requests.get(
    "https://platform.modulate.ai/api/velma-2-batch/list-presets",
    headers={"X-API-Key": os.environ["MODULATE_API_KEY"]},
).json()["presets"]

cfg["behaviors"] = [p for p in catalog if p["identifier"] in ids]
json.dump(cfg, open("fraud-detection-and-prevention.full.json", "w"), indent=2)

fraud-detection-and-prevention.full.json keeps the same conversation_types and participant_roles and replaces each preset reference with its full behavior definition — drop it into the config payload exactly like the preset version.

Conversation types

The interaction contexts this package expects to see.

Name	What it is
Customer Service Call	Phone or video calls between customers and support agents
Social Conversation	Public or group conversations in social contexts
Enterprise IT support	Any call to assist an employee in accessing or managing internal IT resources
Academic or Professional Presentation	A talk, webinar, workshop, or any other presentation style session
General Customer Support Call	Any call where a customer is contacting a business to assist them with the use of a service or goods provided by the business
AI Agent Customer Support Call	Any Customer Support Call with an AI agent
AI Agent Interview Monitoring	Any interview call with an AI interviewer
Shipping Package Delivery Logistics	Any call to coordinate the delivery of a package with the delivery driver
Taxi Service Logistics	A call where a driver is coordinating with a customer to pick them up
General Contractor Visitation Coordination	Any call where there is a contracted party coordinating with a client for the means of delivering a service
Food Delivery Logistics	Coordinating the delivery of food to a location
Management and Performance Reviews	A conversation where an employee is being reviewed by a manager or review board
Internal Business Conversations	Any professional conversation happening inside a business
Business Contractor and Vendor Logisitics	Any call where a business coordinates with a contracted third party
Interview Monitoring	A call to conduct a professional interview for a job or role at a business
Finance Account Support	Any call to support the configuration, management, or cancellation of financial accounts
Consumer Technical Support	Any call to assist a customer in using a business’s software or website
Insurance Policy or Claims Management	Any call to check on the status of, change, cancel, or check on the status of a claim for an insurance policy.
Insurance Claims Filing	A call to file a claim with an insurance agent
Retail Customer Support Call	A call to coordinate the delivery or transfer of goods to a consumer
Sales Contract/Deal Negotiation Call	A call to negotiate the terms of a customer agreement
Outbound Sales Call	Any call from a business to their clients or consumer for the purpose of selling them goods or services
Sales Pipeline Logistics Call	A call with the purpose of moving a prospect to the next part of the sales pipeline
Demo Sales Call	Product demo call
Inbound Sales Call	A call coming from the customer to a business to purchase goods or services

Participant roles

The speaker roles the package distinguishes.

Name	What it is
Agent	Customer support representative
Social Participant	Participant in social conversation
Support Specialist	Someone who works with employees or contractors to solve problems with things like IT, logistics, or communication
Employee	someone who is employed by company and exists in professional settings
Presenter	the main speaker or speakers in a presentation
Social Participant	A partipant in a social conversation
Manager/Reviewer	A person who either has a manager title or is conducting a performance review of another person
Gig worker	A contractor delivering a service for someone
Customer Service Representative	A representative from a business who is assisting a customer with an issue they are having
Salesperson	A person who is attempting to sell a good or service to another person
Insurance Agent	A customer support representative from an insurance company
Interview Candidate	Someone who is being interview for a job
Interviewer	A person giving an interview
Customer	The recipient of a service or good

Behaviors

The 18 signals this package detects. Each maps to a reusable preset:<identifier> you can drop into the behaviors array of any BatchConfig — the config above already references them.

Full detection criteria are not duplicated here. The live preset catalog is the source of truth — retrieve the exact criteria for any behavior by name from the list-presets endpoint.

Behavior	What it detects	Preset
Complaints	Customer expresses dissatisfaction or grievance. We detect this through elevated volume, sharp intonation, frustration markers, accelerated pacing, and emotional intensity.	`preset:complaints`
Vishing	Attempts to elicit sensitive information through deceptive voice interactions. We detect vishing based on abnormal call pacing, probing question patterns, stress-induced pitch shifts, and background noise suggesting call centers or spoofed environments.	`preset:vishing`
Account Impersonation	Fraudulent attempt to access another’s account. We detect this through identity inconsistencies, rehearsed responses, stress-induced vocal shifts, and abnormal verification behavior.	`preset:account_impersonation`
Action Plan Created	Explicit agreement on next steps or follow-up. We detect this through structured enumeration, decisive tone, slowed pacing, confirmation cues, and reduced ambiguity in delivery.	`preset:action_plan_created`
Cancelled Order	Customer cancels a previously placed order. We detect this using finality in tone, decisive pacing, administrative phrasing, and reduced emotional engagement after confirmation.	`preset:cancelled_order`
Service Churn	Customer decides to cancel an ongoing service. We detect this through resignation tone, conclusive phrasing, disengaging cadence, and emotional withdrawal.	`preset:service_churn`
Coercion Manipulation	Social engineering through intimidation or threats. We detect this using dominance-oriented tone, reduced empathy markers, pressure timing, and aggressive pacing.	`preset:coercion_manipulation`
Return Fraud Attempt	Fraudulent product return behavior. We detect this using scripted explanations, defensive tone, timing irregularities, and emotional mismatch with stated circumstances.	`preset:return_fraud_attempt`
Feigned Ignorance	Pretending towards ignorance to garner fraudulent sympathy. We detect this using inconsistent knowledge signals, exaggerated confusion tone, strategic pauses, and implausible vocal uncertainty.	`preset:feigned_ignorance`
Storytelling	Third-person recounting of events in narrative form. We detect this using narrative arc pacing, character-based vocal modulation, temporal structuring, and expressive prosody.	`preset:storytelling`
Bargaining Manipulation	Social engineering through cajoling and persuasion. We detect this through pressure-based tone, strategic silence, inconsistent emotional signaling, and coercive pacing changes.	`preset:bargaining_manipulation`
AI Agent Manipulation	Attempts to coerce an AI into unintended behavior. We detect this using repetitive prompt pressure, altered speaking cadence, strategic pauses, adversarial tone, and escalating emotional manipulation signals across the interaction.	`preset:ai_agent_manipulation`
Refund or Credit Issued	Confirmation that financial remediation occurred. We detect this using transactional tone, formal cadence, confirmation phrasing, system-interaction pauses, and reduced customer tension.	`preset:refund_or_credit_issued`
Issue Not Resolved	Customer’s problem remains unresolved. We detect this through lingering frustration, repeated issue framing, unresolved tonal tension, and absence of closure cues.	`preset:issue_not_resolved`
Inappropriate Speech	Unprofessional or unsuitable spoken content. We detect this using aggressive tone, boundary-crossing language, emotional volatility, and contextual mismatch with professional norms.	`preset:inappropriate_speech`
Issue Resolved	Customer’s problem successfully addressed. We detect this using relief markers, positive tonal shift, relaxed pacing, confirmation language, and conversational closure cues.	`preset:issue_resolved`
Threat-based harassment	Targeted threats toward an individual in a professional context. We detect this using aggressive volume, hostile prosody, explicit threat markers, and sustained emotional intensity.	`preset:threat_based_harassment`
Sexual Harassment	Unwanted sexualized speech or advances. We detect this through suggestive intonation, boundary-testing pauses, inappropriate familiarity, and discomfort responses from others.	`preset:sexual_harassment`

​Use this package

​Expand the full criteria

​Conversation types

​Participant roles

​Behaviors

Use this package

Expand the full criteria

Conversation types

Participant roles

Behaviors