Cybersecurity protection of our clients Qorus-Infosys Finacle Banking Innovation Awards 2025

Our project aims to expand client protection by actively engaging users in their own digital safety. The core objective is to move beyond traditional fraud prevention and create a proactive, multi-touchpoint strategy that empowers clients and reduces fraud risk. The initiative was driven by a significant rise in fraud cases and a striking insight: over 80% of clients believe they are not at risk. This false sense of security highlighted the need for a new approach—one that educates, alerts, and involves clients directly. Unlike other solutions on the Czech market, our approach is unique in combining real-time behavioral analysis, personalized communication, and gamified education. The strategy was built on a deep understanding of the customer journey, identifying that current protection mechanisms were limited to just two touch points. Our goal was to extend protection across multiple stages of the client experience. The project was led by the Client Security team (approx. 5 people), with collaboration across digital and data teams. Key features delivered so far include: -> Push Notifications: Incoming calls from the bank are clearly marked in the George mobile app, helping clients verify authenticity. -> Real-Time Communication: Based on behavioral data, clients receive personalized warnings in George if they appear to be at risk of fraud. These messages achieve exceptional open rates around 70%. -> AI Avatar: A gamified experience in the mobile app that educates clients about manipulation tactics. At the end, the avatar attempts to trick the user into sharing sensitive data—10% of users fall for it, offering a powerful learning moment. This multi-layered approach not only strengthens security but also builds awareness and resilience among clients, making digital banking safer and smarter.