Impostor Reply Race
Who reaches the angry passenger first: your care team or a scammer?
The job
Helps the care team reach every public complainant before fake care accounts do, warns passengers the impostors reached first, and stops impostors collecting card details.
The moment
A replay of one thread: at 21:02 a passenger complains in public about a refund. At 21:05 a fake look-alike account replies, asking for card details by direct message.
The real care team's reply lands at 21:40. That night, tracking of impostor replies goes live and the shift gets a script for replies that warn passengers.
The next week, the real team replies first in 94% of cases, with a median first reply of 4 minutes against the impostors' 6, and no new posts from victims.
The fraud lead forwards the weekly report to the chief information security officer: 38 attempts to harvest card details intercepted.
What it does
- Draft and post a shield reply
- Report impostor account
- Add or retire a variant
- Add variant to the bot's warning script
- Send weekly intercept report
- Refresh one thread
What you see
Live race clock with a ghost lane, photo-finish replays, a rogues' gallery and a weekly board
What it moves
The share of public complaints where an impostor replied first, the median minutes to the real team's first reply, and attempts to harvest card details intercepted each week.
Built for
- Marketing, brand & comms
- Frontline staff
