Case Study: Capital One achieves real-time fraud protection and fewer false declines with Microsoft Dynamics 365

Capital One - Customer Case Study

Capital One faced a surge in fraud risk driven by coronavirus-related scams and a rapid shift to card‑not‑present e-commerce, requiring faster, smarter decisions to protect customers and preserve good customer experiences. Legacy mainframe authorization systems limited the ability to combine merchant and issuer data, so Capital One also needed to drive digital engagement (for example, its AI assistant Eno) to help customers spot and respond to suspicious activity in real time.

To address this, Capital One built a cloud‑based authorization engine and partnered with Microsoft to enable a simple API for merchants to share contextual data with issuers before network authorization. The result: fewer false‑positive declines and better approvals for legitimate customers, improved true‑fraud capture that reduces chargebacks and lost sales for merchants, and a privacy‑sensitive, real‑time decisioning capability that benefits customers, merchants, and issuers.

Capital One

Sarah Strauss

SVP, Head of Fraud for US Card