Real-Time Risk Scores to Improve Customer Service
On 15th April, Rue Gilt Groupe announced a new integration of Riskified’s identity intelligence into its customer service systems. This partnership aims to enhance customer experience by effectively reducing fraud and policy abuse. The integration with Riskified provides Rue Gilt Groupe access to real-time identity risk scores, enabling agents to quickly identify loyal customers and potential abusers. This collaboration is designed to significantly transform RGG’s customer service workflows.
Maria Vargas, SVP of Member Experiences at Rue Gilt Groupe, commented, “Riskified’s identity intelligence improves our ability to fast-track our most valuable members for instant resolution, while applying the necessary friction to deter serial abusers.” The integration aligns with their strategic goal of enhancing customer satisfaction while minimizing losses from fraud.
Addressing Policy Abuse
Riskified extends its policy abuse prevention capabilities with an innovative solution that analyses over 5 billion transactions globally. This comprehensive analysis provides a detailed view of customer identities, helping identify repeat offenders across different merchants. With this system, agents receive real-time identity risk scores, allowing for informed, prompt decisions.
Riskified’s Policy Protect solution has demonstrated effectiveness, with merchants witnessing up to a 30% reduction in complaint rates and notable decreases in refund and return costs. Jeff Otto, Chief Marketing Officer at Riskified, remarked, “With risk-aware identity intelligence, service teams can instantly reward trusted customers and accelerate resolution, while stopping bad actors.”
Generative AI has increased the potential for fraud through methods like synthetic identities and voice spoofing. To combat this, Riskified’s identity intelligence offers high-confidence insights into individual identities, ensuring a smoother experience for genuine customers.
A network view of identity is crucial, as 13% of identities with multiple claims show activity across more than one merchant. These identities are associated with seven times more accounts on average compared to those with no claims. Such insights are vital for detecting repeat and coordinated abuse.
A webinar titled ‘The Risk-Aware CX Revolution’ is scheduled for 23rd April 2026. It will offer insights into how Riskified’s identity intelligence can significantly enhance customer service operations. The event aims to educate enterprises on effectively utilising real-time risk scores to improve customer service outcomes.
Last updated: 16 April 2026, 2:04 pm
