RA7 frequently asked questions
What exactly is RA7?
RA7 is an end-to-end software solution based on professional voice analysis technology and carefully scripted questionnaires made to serve as the front line identification of fraudulent attempts. By quickly identifying the High Risk few, and focusing investigation resources on them, the honest majority can enjoy faster and hassle free service.
Is RA7 in fact serving as a "Lie-Detector"?
Professionals in the field of truth verification know there is no such thing as a real "Lie Detector", as lying is not associated with a single specific mental state, and human reactions are highly dependent on the test context. RA7 is an emotion detector, identifying reactions in the tested party’s voice in response to pre-scripted carefully designed sets of questionnaires. Its output, the “Risk Level” detected per topic, is calculated based on plurality of indications surrounding the specific topic, which makes it stand out from the rest of the test. Such unique and intensive reactions typically indicate a problem that should be further explored by a professional investigator.
Everyone who calls an insurance company to file a claim is stressed and nervous, as they just had an unpleasant experience. How does it affect the results?
RA7 analysis technology assumes that often in this use some emotional states are not indicative of “risk” and are indeed a result of the true unpleasant situation – therefore, RA7 uses a combination of techniques designed to “clean” the analysis and normalize it, so only the truly problematic items that stand out will be identified and reported to the operators.
My call center agents are not professional investigators, and I do not want to invest and train them to become ones – will RA7 still be the tool for me?
Absolutely. RA7 has multiple user interfaces designed to provide each user with the information he needs to complete his task. Using the scripted protocol system RA7 exposes through its call center level interfaces, it knows how to associate its detection to specific topics and questions and to automatically generate a report your investigation team (SIU) can use in RA7 through their professional work to reach a final decision about the case.
How complicated is it to deploy RA7 in my organization?
Deploying RA7 is a very simple process, but few steps must be considered carefully:
- We need to tune our conversation scripts to your environment – so it can meet your requirements, but also to ensure it is effectively using LVA power, and integrated smoothly into the claim receiving and reviewing process.
- We will need about 3 hours to train your call center operators how to use RA7, and a day or 2 to teach your managers the advanced functionality.
- From contract sign to operative deployment, the entire process will take between 2 to 3 weeks to a small scale deployment, and up to 3 months to the full site operation.
Some of my agents work remotely from our main office. Can the results generated on remote RA7 posts be automatically transmitted to our main office?
Yes, RA7 systems can be configured to support almost any organization structure you may have. In case of file transition, all relevant files (audio and results) are zipped, encrypted and sent via your own FTP account to their destination.
Can I integrate RA7 technology and capabilities with my own systems?
Yes. Please contact Nemesysco to learn more about this option.
Can I reject cases based solely on the RA7 findings?
No. RA7 is an excellent decision support tool, and in combination with your own judgment and common sense will be of great assistance setting formal investigation priorities - however, like any automated system, it is not 100% accurate all the times, and errors may and will occur from time to time due to various circumstances. To reject a claim, material evidence must be legally obtained by your SIU, a task made much simpler following the RA7 leads.
Our company is currently defeating successfully many fraudulent claims every month – how can RA7 help us make it better?
Having the basis for a proper fraud prevention system in place is a great entry point for RA7, and RA7 can be monetized differently in different organizations. RA7 can reduce the number of cases sent for outsourced investigations by identifying Low Risk cases (saving time and hassle for your honest client!), it can shorten the time and minimize the resources put in each investigation, leading them directly to the “soft points’; in the story, and of course it can help identify and clear many more soft-fraud cases, even for low value claims, during the first phone call.
How accurate is the RA7 analysis?
RA7 accuracy is dependent upon several factors:
- First and foremost, the emotional involvement and jeopardy of the tested party with regard to what is being analyzed. Jokes and lies of minimal involvement will produce very limited emotional reactions, and the calculation of risk will rarely show indications on such jokes.
- The quality of the input and signal to noise ratio. High noise levels, bad phone connection, too low or too high input volumes will produce erroneous results.
- The test settings and possible uncontrolled interferences or environmental distractions.
- "Borderline" personality issues or clinical conditions of the tested party may cause strange or inaccurate results.
Essentially, if the quality of the voice is reasonably good and the operation and preparation is proper, the emotional analysis component will be extremely accurate. If the intention to deceive or conceal the truth is genuine and poses jeopardy on the tested subject, then the Risk Calculations will also be very accurate.
We have customers from all over the world - Is the voice analysis technology language-dependent?
No. RA7 technology does not interpret the words that are spoken. Rather, it looks for unique anomalies in the vocal waveform of the person speaking. These anomalies are caused by the internal response to a "Stimuli" (emotions and stress) that are experienced when a person knowingly provides false information. These phenomena occur regardless of the language or dialect spoken. You may find that individuals from different cultures may show more or less excitement or stress in certain situations, however, internal reactions associated with honesty and the lack of it are universally the same.
Can we easily modify or make our own questionnaires for RA7?
Yes, but with Nemesysco’s guidance. RA7 questionnaires must be carefully designed to meet their goals. Please contact Nemesysco to learn more about this option.
I operate a “Contact Center”. Can I offer services to others based on RA7?
Yes, you can. Contact us for unique offers for service providers.