Case Studies

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

March 16, 2026

35–40%

faster investigations with 11-13 min saved on average per case

50%

higher analyst accuracy with fewer false positives and negatives

42%

increase in case productivity without adding staff

First National Bank of Omaha

FNBO (First National Bank of Omaha), a subsidiary of First National of Nebraska, Inc. (FNNI), is one of the largest privately held banks in the US and has been in business for nearly 170 years. FNNI and its affiliates have $35 billion in assets and more than 4,500 employees. Headquartered in Omaha, Nebraska, with primary banking offices in Colorado, Illinois, Iowa, Kansas, Missouri, Nebraska, South Dakota, Texas and Wyoming, FNBO provides personal and business banking, mortgage, payment solutions, wealth management and more. Founded in 1857, FNBO has maintained its commitment to customers and helping build strong communities.

Industry

Banking and Financial Services

Size

~5,000

At a glance: New GenAI tool transformed fraud investigations at First National Bank of Omaha (FNBO).

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, a new GenAI-powered case intelligence tool set (and add-on to Pindrop^® Protect) that enables analysts to close cases without extra tooling.

Results at FNBO

35–40% faster investigations with 11-13 min 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:

Long investigation times

Fraud analysts might spend 30–35 minutes per case.

Language barriers

Non-English calls required bilingual staff, creating less efficient workflows.

Inconsistent case decisions

Differences in analyst experience and access to context led to inconsistency in case decisions

“Sometimes I have to listen to a whole 20-minute call to whittle it down to a 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, deeper risk signals, and in-case known fraudster voice matching—giving analysts immediate, actionable intelligence directly in their case workflow.

See how Fraud Assist works

Learn more

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 and in-UI voice matching 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

50% increase in fraud analyst accuracy thanks to richer risk signals like device risk, location risk, and fraudster voice-matching.

Fraud Assist gives analysts confidence—especially newer analysts—to make better, faster decisions.

— Gretchen Leddy, Sr. Fraud 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.

Explore how Pindrop^® Fraud Assist can support your fraud investigation workflow.

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Citations

¹ Pindrop, First National Bank of Omaha Case Study.