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We’ll show you a phone number to call GenAgent along with a breakdown of what happens behind the scenes during your call.
Report credit card fraud
In this scenario, GenAgent will walk you through the necessary steps if fraudulent activity was detected on your credit card. When asked to authenticate, you may say any 4-digit PIN.
What to expect:
- It adapts to topic changes but stays on task
- It won’t reply to out-of-scope questions
Approved capabilities for this use case:
Work with you to identify fraudulent charges
Report a fraud claim to initiate a refund
Freeze your card and arrange to send you a new card
Answer questions about your account security
Listen to a sample conversation
GenerativeAgent
Hello and thank you for contacting Hudson Bank’s Fraud Department. I see you're calling about potential fraudulent activity on your credit card ending in 8541. To begin, may I have your 4-digit PIN?
Customer
Sure. It's 4423
GenerativeAgent
Okay thanks for that information. Just a moment please.
GenerativeAgent
I've found two potentially fraudulent transactions on your account.
GenerativeAgent
Let's review them together.
GenerativeAgent
The first one is a charge of $9.51 at Bubble Tea Factory in Las Vegas on February 27th. Does this transaction look familiar to you?
Customer
Yeah, That sounds right.
GenerativeAgent
The second transaction is a charge of one $192.01 at Nordstrom in Boston on March 3rd. Do you recognize this purchase?
Customer
I'm not sure. Can you tell me more about that transaction.
GenerativeAgent
I need a moment.
GenerativeAgent
Certainly. The transaction at Nordstrom in Boston was for $192.01 and occurred on March 3rd, 2025 at 10:51 AM.
GenerativeAgent
It was a credit card charge.
GenerativeAgent
Would you like me to mark this as fraudulent?
Customer
Yeah, I don't think I made that.
GenerativeAgent
Got it. Just a moment please.
GenerativeAgent
I'll mark that Nordstrom transaction as fraudulent.
GenerativeAgent
For your protection, we'll cancel your current card and issue you a new one.
GenerativeAgent
It typically takes 4 to 6 business days to arrive by regular mail.
GenerativeAgent
Do you have any questions about this process?
Customer
Yeah, am I gonna be held liable for those charges?
GenerativeAgent
I need a moment.
GenerativeAgent
Under our Zero Liability policy, you won't be held responsible for unauthorized transactions on your Hudson Bank Credit Card.
GenerativeAgent
As long as you've used reasonable care to protect your card and promptly reported the issue, you won't be liable for fraudulent charges.
GenerativeAgent
We'll investigate and remove any confirmed fraudulent transactions from your account.
Customer
Okay, great to hear.
GenerativeAgent
Is there anything else you'd like to know about the new card delivery process or any other concerns I can address for you today?
Customer
Is there any way I can get the credit card faster, I was hoping to use it, uh, next week.
GenerativeAgent
I understand. Just a moment please.
GenerativeAgent
We do offer an Express mail option that takes 2 to 4 business days to deliver.
GenerativeAgent
Would you like me to arrange that for you?
Customer
Actually, yes. That would be perfect. Thank you.
GenerativeAgent
Excellent, I'll arrange the Express mail delivery for your new card.
GenerativeAgent
It should arrive in 2 to 4 business days.
GenerativeAgent
Is there anything else you need assistance with regarding your account or the fraud protection process?
Customer
No, that was it. Thank you very much.
GenerativeAgent
You're welcome.
GenerativeAgent
Thank you for choosing Hudson Bank.
GenerativeAgent
We appreciate your business and are here to help if you need anything else in the future.
GenerativeAgent
Have a great day!
Customer
Thank you.
GenerativeAgent
It's been a pleasure assisting you today.
GenerativeAgent
Take care and goodbye.