CONTEXT SENSITIVE RULE-BASED ALERTS FOR FRAUD MONITORING

According to embodiments of the present invention, various computer implemented methods are provided for generating context sensitive alerts for the purposes of fraud detection and prevention. According to one embodiment, a communication (e.g., a call) is received at (or initiated by) a workstation by a human representative or agent. Verbal (voice) communication between the agent and the third party customer is monitored and converted into text. The agent's activity in applications executing in the workstation is also tracked. The combination of converted text and the activity of the agent is evaluated in a behavior engine to detect inconsistencies between the activity of the agent and authorized or typical activity. When inconsistencies are detected, security actions are performed to alert administrators of potential fraud and, in extreme cases, further action by the agent may be prevented in the workstation to prevent additional fraud.