False Answer Supervision (FAS) has become a growing reality in the international call termination market. FAS occurs when customers are charged for incomplete calls. Over time, these small charges can add up, costing customers millions of dollars annually.
The problem has become so pervasive – particularly with the rise of Voice Over IP networks – that human engineers alone simply can’t keep up with the fraud. An automated FAS detection solution is the only way to keep on top of the problem.
To that end, IPsoft’s autonomic False Answer Supervision solution detects false answers in real-time by statistically analyzing call detail records (CDRs) to study the interplay of its various parameters to detect fraud. IPsoft’s solution provides up to 95% accuracy rates, scales for large carriers with over 100 million calls daily, has global coverage, and saves significant operational expenses for wholesale operators. IPsoft has partnered with carriers worldwide to deter FAS, including Tata Communications.
IPsoft’s FAS solution continuously tracks suppliers and identifies FAS based on anomalous patterns of call behavior captured in the CDRs. It produces details of calls affected by FAS to support credit disputes.
The self-learning algorithm provides a rich set of remediation options and management reports, including:
- Comparison of call completion ratio and duration with other carriers
- Proportion of low answer delay and low hold time and change over time
- Consistency of answer delay for a destination
- Variability of answer delay and duration over time to detect brief bursts of FAS
- Variability of answer delay and connect rate for individually-dialed numbers to classify as human versus automated answers and compare results between carriers
The FAS engine “learns” the appropriate thresholds per destination and over time improves accuracy. The tolerance can be customized to individual carriers’ needs.
The solution allows clients to save costs by providing statistical evidence of FAS to back credit claims, reducing customer disputes and settlements. Just as important, the solution also helps carriers retain credibility. Accusations of FAS can damage customer relationships and, the solution will evolve to pin-point the carrier who originates fraud, thereby eradicating the problem at the source and helping legitimate carriers maintain solid business relationships.