Rue Gilt Groupe Integrates Riskified Identity Intelligence into Its Customer Service Experience

Key Terms

generative ai technical

Generative AI is a type of computer technology that can create new content, like text, images, or music, on its own. It’s important because it can produce realistic and useful material quickly, which could change how we create art, write stories, or even develop new products. Think of it as a smart robot that can invent and produce things almost like a human.

synthetic identities technical

Synthetic identities are fake customer profiles created by combining real and fabricated personal details—like pieces of different IDs, Social Security numbers, or addresses—to open accounts, obtain credit, or hide transactions. For investors, they matter because this kind of fraud can inflate loan books, hide losses, trigger regulatory fines, and damage a lender’s trust and profitability; think of it as termites quietly weakening a building’s foundation until the damage becomes obvious.

social engineering technical

Social engineering is the practice of manipulating people into revealing confidential information, granting access, or taking actions that compromise security, often by posing as a trusted person or using urgent, persuasive stories. For investors it matters because these scams can lead to direct financial loss, theft of sensitive corporate data, disrupted operations, or damage to a company’s reputation — similar to a con artist who tricks a business into handing over its keys.

crm technical

Customer relationship management (CRM) is the set of tools, practices and software companies use to track and manage interactions with customers and potential customers, like an organized digital address book combined with a sales coach. It matters to investors because effective CRM systems can boost sales, improve customer retention and lower marketing costs, which directly affects revenue growth and profit margins — key drivers of a company’s value.

identity clustering technical

Identity clustering is the practice of grouping together different accounts, records, or data points that are likely controlled by the same person or organization by comparing names, addresses, device fingerprints, transaction patterns and other clues. For investors this matters because it helps reveal hidden connections, duplicate or fraudulent accounts, and concentration of control or risk—similar to assembling scattered puzzle pieces to see who really owns or influences assets.

policy abuse technical

Policy abuse is the deliberate use or manipulation of company, regulatory or market rules to gain an unfair advantage, avoid obligations, or bypass safeguards. It matters to investors because it can conceal true risk, lead to fines or legal action, damage reputation and erode trust—much like cheating on a test that’s eventually discovered, causing penalties and a drop in value and confidence in the business.

ai agents technical

AI agents are computer programs designed to perform tasks or make decisions automatically, often by learning from data and adapting to new information. They act like virtual assistants or robots that can handle complex activities without human intervention, which can help businesses and individuals save time and improve efficiency. For investors, AI agents matter because they can enhance decision-making and automate processes that influence markets and financial outcomes.

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Co-innovation brings real-time identity risk insights into CX workflows to fast-track trusted customers and reduce fraud and policy abuse

NEW YORK--(BUSINESS WIRE)-- Riskified (NYSE: RSKD), a leader in ecommerce fraud and risk intelligence, today announced an innovation-led partnership with Rue Gilt Groupe (RGG), a premium and luxury off-price ecommerce company, to implement risk-aware identity intelligence to transform RGG’s customer experiences. By integrating Riskified’s real-time identity risk scores directly into customer service workflows, RGG is enabling agents to instantly distinguish between loyal members and professional abusers, delivering a better experience for trusted customers while surgically mitigating losses from fraud and abuse.

For years, Customer experience (CX) leaders have faced a difficult compromise: offer instant resolution to drive loyalty or implement rigid rules to stop the rising tide of fraudulent refund claims and return abuse. This challenge is amplified by the rise of Generative AI, which has scaled the opportunity for exploitation through synthetic identities, doctored photos, voice spoofing, and increasingly persuasive social engineering scripts.

Riskified identity intelligence addresses this gap by extending the company’s policy abuse prevention capabilities, including Policy Protect, into customer service workflows, directly within the CRM or service console agents use. By leveraging an identity engine that parses more than 5 billion historical transactions across our global merchant network, this identity clustering solution provides a high-confidence view of the unique individual behind every email, order, account, address, claim, and phone number. Of identities with multiple claims, 13% have activity across more than one merchant, and those identities are associated with 7x more accounts on average than identities with no claims. This makes a network view of identity critical for detecting repeat and coordinated abuse.

When a customer contacts a service center with a refund claim or a high-risk request such as a package reroute, agents are provided with a real-time identity risk score. This gives agents immediate visibility into risk signals and the trustworthiness of the individual behind the request, helping them make faster and more accurate decisions in the moment. As more large enterprises deploy AI agents on the front lines of customer service, real-time identity risk becomes even more important. It helps prevent manipulation and abuse while reducing false positives that can negatively impact customer satisfaction.

“When you know exactly who you’re dealing with, you no longer have to choose between protecting the business and delighting the customer. Riskified’s identity intelligence improves our ability to do both,” said Maria Vargas, SVP of Member Experiences at Rue Gilt Groupe. “By bringing Riskified’s risk and identity insights directly into our Zendesk service console, we are giving our frontline teams the confidence to fast-track our most valuable members for instant resolution, while applying the necessary friction to deter serial abusers who hide behind fake or stolen accounts.”

Riskified identity intelligence is already delivering significant operational impact. Merchants using Riskified’s Policy Protect solution have seen up to a 30% reduction in complaint rates and in several instances a 7-figure reduction in refund and return costs by automating decisions for low-risk identities and providing clear guidance on higher-risk cases.

This reflects how concentrated policy abuse can be. Using Riskified Policy Protect, Ring, Amazon’s smart home security system, was able to determine that 600 individuals were responsible for $4M+ in abuse each year, with some committing as much as $150K annually. This demonstrates how a small group of repeat offenders can drive outsized losses. Read Amazon Ring’s success story here.

“The future of retail hinges on delivering fast, exceptional experiences to loyal customers while protecting against increasingly sophisticated abuse,” said Jeff Otto, Chief Marketing Officer at Riskified. “Our partnership with Rue Gilt Groupe represents the next evolution of CX. With risk-aware identity intelligence, service teams, both human and AI, can instantly reward trusted customers and accelerate resolution, while stopping bad actors. Every interaction is powered by network-scale intelligence to maximize lifetime value and prevent leakage.”

Join the webinar, The Risk-Aware CX Revolution, live on Tuesday, April 23, 2026, or on demand. Learn how Riskified identity intelligence gives customer service teams real-time insight into who they’re interacting with, helping merchants fast-track trusted customers, block serial abusers, and protect revenue, and how Rue Gilt Groupe transformed its customer service workflow.

About Rue Gilt Groupe

Rue Gilt Groupe is the premier off-price e-commerce portfolio company, connecting more than 35 million members with coveted designers at an exceptional value. Two complementary brands, Rue La La and Gilt, utilize world-class merchandising, technology and marketing to strategically support our brand partners and inspire members daily. Our approach to retail brings excitement to online shopping and the best-in-class experience that today's customers demand.

About Riskified

Riskified (NYSE:RSKD) empowers businesses to unleash ecommerce growth by outsmarting risk. Many of the world’s biggest brands and publicly traded companies selling online rely on Riskified for guaranteed protection against chargebacks, to fight fraud and policy abuse at scale, and to improve customer retention. Developed and managed by the largest team of ecommerce risk analysts, data scientists, and researchers, Riskified’s AI-powered fraud and risk intelligence platform analyzes the individual behind each interaction to provide real-time decisions and robust identity-based insights. Learn more at riskified.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260415885217/en/

Corporate Communications:
Cristina Dinozo
Senior Director of Communications
press@riskified.com

Investor Relations:
ir@riskified.com

Source: Riskified