AI flags risky transactions, then agents verify purpose face-to-face
Video calls provide over 5 minutes of 'reflection time' for customers
As new forms of financial fraud — including investment advisory room scams and loan fraud — increasingly trick victims into authenticating and transferring money themselves, NH NongHyup Bank has added a video call step with a live agent to its fraud detection system (FDS). The bank's AI flags suspicious transactions, after which an agent speaks face-to-face with the customer to verify the purpose and circumstances of the transfer before any funds move.
NH NongHyup Bank said Monday it will require customers flagged by its FDS on the Allone Bank app to complete an additional "FDS video call verification" step whenever signs of new-type financial fraud are detected.
The measure targets fraud patterns in which victims — acting on instructions from criminal organizations — authenticate transactions and send money of their own accord, as seen in investment advisory room scams and loan fraud. Existing automated response system (ARS) and facial recognition checks can confirm that the person conducting a transaction is the account holder, but they have struggled to catch cases where a customer voluntarily transfers money after being deceived.
In response, the bank added a direct agent verification step on top of existing authentication when the FDS detects a suspicious transaction. When a customer attempts a transfer or withdrawal on Allone Bank and the system flags the activity as high-risk, the customer is connected to an FDS agent via video call after photographing their ID.
Through the video call, the agent assesses not only whether the person is the account holder but also the stated purpose of the transfer, the circumstances behind it, and the customer's facial expressions, tone of voice and responses — all to judge whether fraud may be occurring. If the transaction is deemed legitimate, the transfer proceeds; if it is flagged as suspicious, the bank freezes the payment and takes further steps to prevent additional losses.
![An exterior view of NH NongHyup Bank. [NongHyup Bank]](https://wimg.heraldcorp.com/news/cms/2026/10/26/news-p.v1.20260616.fa3eac2b9fa5497eb6b243c185f7922e_P1.png)
The video call also introduces a built-in "reflection period" that sets it apart from existing verification methods. ARS authentication takes about one minute and facial recognition about three, while a video call takes more than five minutes. That window gives agents time to explain the possibility of fraud to customers and persuade them to reconsider the transaction.
The enhanced measures come as financial fraud rapidly evolves. According to Korean National Police Agency data, cases of new-type financial fraud — including investment advisory room scams, loan fraud and romance scams — totaled 8,924 from January through May this year, up 46.8 percent from 6,081 cases in the same period last year. Their share of all financial fraud also rose 24.3 percentage points, from 28.5 percent to 52.8 percent.
By contrast, voice phishing cases fell from 15,219 to 7,968 over the same period, and their share dropped from 71.5 percent to 47.2 percent. Total financial fraud cases declined from 21,300 to 16,892, but new-type fraud such as investment and loan scams now accounts for more than half of all cases.
Having introduced an AI model to its FDS this year, the bank plans to further upgrade its fraud-response framework by adding AI-powered consultation capabilities.
"We will do our utmost to proactively prevent financial fraud and protect customers' financial assets by combining AI-based anomaly detection with direct communication between agents and customers," a bank official said.
rim@heraldcorp.com
