How Fraud Assist Brought AI Efficiency to FNBO’s Fraud Case Investigation

[!KEY]
item: 35–40% | faster investigations with 11-13 min saved on average per case
item: 42% | increase in case productivity without adding staff
item: 50% | lift in decision accuracy with Protect signals
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Problem

Manual case reviews are time-consuming and can still result in inconsistent decisions. The FNBO fraud investigation teams wanted a way to review cases more efficiently, without requiring additional headcount or resources.

Solution

Pindrop Fraud Assist is a new GenAI-powered case intelligence tool set and an add-on to Pindrop® Protect that enables analysts to close cases faster.

Results at FNBO

• 35–40% faster investigations with 11-13 minutes saved on average per case.
• 50% higher analyst accuracy with fewer false positives and negatives.
• A 42% increase in case productivity without adding staff.
• Less operational friction for non-bilingual staff.

Starting point: Modern banking with modern defenses

First National Bank of Omaha (FNBO) is one of the largest privately held banks in the United States, with nearly $35 billion in assets, approximately 5,000 employees, and a multi-state footprint across the Midwest and beyond. Founded in 1857, FNBO combines deep regional roots with national-scale capabilities, operating as the 15th-largest U.S. credit card issuer and the 4th-largest agribusiness lender. Known for its innovation-first mindset, FNBO continues to invest in modern technology to defend its customers while scaling efficiently across consumer and commercial banking.

FNBO and Pindrop’s partnership is long-standing.

For over five years, FNBO—with the help of the Pindrop^® platform—has avoided millions in fraud losses while delivering a best-in-class customer experience.

The challenge: Improving case efficiency with current staffing

As FNBO expanded its digital banking footprint, it faced a new challenge. The fraud investigation team needed to handle increasingly complex fraud attempts—without increasing operational costs or headcount.

Despite already achieving strong detection rates with Pindrop^® Protect, the team identified persistent challenges:

1. Long investigation times — Fraud analysts might spend 30–35 minutes per case.
2. Language barriers — Non-English calls required bilingual staff, creating less efficient workflows.
3. Inconsistent case decisions — Differences in analyst experience and access to context led to inconsistency in case decisions

Sometimes I had to listen to a whole 20-minute call to whittle it down to the couple of minutes that really matter.—Steve Furlong, Director of Fraud Management

A Pindrop Pilot: The first-of-its-kind GenAI case investigation tool

FNBO is a fraud security trend-setter. That’s why they jumped at the chance to pilot Pindrop’s first GenAI-powered case investigation tool.

Fraud Assist delivers real-time call summarization, multilingual-to-English translation, and auto-generated case notes—giving analysts immediate, actionable intelligence directly in their case workflow.

[!CTA]
title: See how Fraud Assist works
button: Learn more | https://www.pindrop.com/product/pindrop-protect/fraud-assist/
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It was among the first financial institutions to test Fraud Assist, reinforcing its commitment to staying ahead of emerging fraud threats through advanced AI.

We’re always looking for efficiencies. When we came across the Fraud Assist beta opportunity, we jumped on it. That’s why I like Pindrop.—they collaborate and really evolve with us.—Steve Furlong, Director of Fraud Management

Almost immediate implementation with no downtime

With the flip of a switch, Fraud Assist was enabled in FNBO’s existing Pindrop^® Protect environment. As a natively embedded tool within Protect, the addition of Fraud Assist didn’t require new vendors, data pipelines, or other hurdles.

To ensure fast adoption, Pindrop worked closely with FNBO’s fraud leadership and analysts to build intuitive workflows that required minimal training. Analysts were able to bring Fraud Assist into daily operations almost immediately, benefiting from real-time insights without leaving the Protect interface.

From capacity to accuracy, Fraud Assist’s impact on FNBO

Within just five months of deployment (August–December 2025), FNBO saw impressive results with Fraud Assist. FNBO’s 4–5-person fraud investigation team  handled 42% more cases  by eliminating manual search and listening time.

When we went to executive management, their question was, ‘How many additional heads are we going to need?’ Our answer? None.— Steve Furlong, Director of Fraud Management

Call summarization alongside other Protect features dramatically reduced investigation time by 35–40% or ~13 minutes per call.

Call summarization provides pretty quick hints on the direction of the case.— Nate Koenig, Fraud Vendor Manager

Fraud case management + AI = Significant efficiency gains

With Fraud Assist, FNBO transformed legacy fraud investigations into a faster, AI-driven workflow. FNBO’s experience demonstrates how GenAI, when embedded directly into fraud operations, unlocks meaningful speed without adding more people.

[!CTA]title: Explore how Pindrop® Fraud Assist can support your fraud investigation workflow.button: Request a demo | https://www.pindrop.com/product/pindrop-protect/fraud-assist/#form[/]