Zoral Behavior Matrix

Learn from how an application is filled in, not only what it says

Zoral Behavior Matrix records how an applicant fills in an online form: pace, corrections, copy-paste and signs of automated scripts. Your fraud team uses these signals to catch fraud. Your product team sees where honest applicants give up, and fixes it. Your marketing team learns when a customer is ready for a second product, within the customer’s consent. It is a separate Zoral product, integrated with the Zoral Finance Operating System (fOS).

Book an executive briefing Request a demo

The Zoral fOS stack, with Zoral Behavior Matrix alongside its product modules

What an experienced lender saw in the branch

Across the desk, an experienced lender notices whether a customer answers easily or hesitates. Online, you see only the form fields. Zoral Behavior Matrix gives back part of that picture. Your fraud team uses it to spot scripted and stolen-identity applications. Your product team uses it to see where honest applicants struggle. Your marketing team uses it to time offers and cross-sell, within each customer’s consent.

Zoral Behavior Matrix is a separate Zoral product, integrated with Zoral fOS. It works in screens built with Zoral Portal Studio and in your own web and mobile apps. Behavioural data is stored in your own cloud environment. Your bank decides where and how it is used, and it runs only where your bank switches it on.

Used in:Digital BankingRetail BankingLoan Origination (LOS)BNPL & Point-of-Sale FinanceCredit CardsAlternative Finance

What behavioural signals are

Most onboarding systems record only what the customer types. Zoral Behavior Matrix records how they use the screen. Your team configures how personal information is protected, field by field.

Dotted outlines of digital personas walk towards a large smartphone on a pedestal; behind it, real people walk on and away from the phone

Typing and pasting
Are personal details typed from memory, or pasted in from a list held elsewhere?
Movement on the screen
Does the applicant move through the form like a person, or with the precision of an automated script?
Corrections
Is a typo corrected once? Or is the income figure changed again and again to find the approval limit?

These signals go to your fraud, conversion and marketing rules in Zoral Decision Engine. They are not used in credit decisions.

What behavioural signals are used for, and what they are not

Your bank switches on each use. Credit decisions stay with your credit rules and models.

Used for
Catching fraud, as extra information alongside your other checks. Raising conversion by reducing abandoned applications. Timing cross-sell offers, personalising screens and targeting marketing, within the customer’s consent.
Not used for
Behavioural signals are not used in credit decisions, default prediction, limit setting, or risk-based pricing and terms.

Zoral Behavior Matrix runs only where your bank switches it on, in line with its consent and regulatory requirements.

One set of signals, for fraud, conversion and cross-sell

What you compare	Separate fraud tools	Separate web-analytics tools	Zoral Behavior Matrix
What it covers	Mainly fraud.	Mainly marketing and screen design.	Fraud signals, where honest applicants struggle, and when a customer is ready for a second product, from one source.
Link to your teams	Needs its own connection to your fraud rules.	Usually run by marketing, apart from your fraud checks.	Signals go to your fraud, conversion and marketing rules in Zoral Decision Engine, and to your product and marketing teams.
Data and privacy	Session data may be processed on the vendor’s own servers.	Session recordings are usually kept apart from lending data.	Behavioural data is stored in your own cloud environment. Your bank sets what is recorded and for how long.

What it covers
Separate fraud tools
Mainly fraud.
Separate web-analytics tools
Mainly marketing and screen design.
Zoral Behavior Matrix
Fraud signals, where honest applicants struggle, and when a customer is ready for a second product, from one source.
Link to your teams
Separate fraud tools
Needs its own connection to your fraud rules.
Separate web-analytics tools
Usually run by marketing, apart from your fraud checks.
Zoral Behavior Matrix
Signals go to your fraud, conversion and marketing rules in Zoral Decision Engine, and to your product and marketing teams.
Data and privacy
Separate fraud tools
Session data may be processed on the vendor’s own servers.
Separate web-analytics tools
Session recordings are usually kept apart from lending data.
Zoral Behavior Matrix
Behavioural data is stored in your own cloud environment. Your bank sets what is recorded and for how long.

Where behavioural signals help

Your bank switches on each use, in line with its consent and regulatory requirements. None of them is a credit decision.

Fraud spotted early
Unusual behaviour is flagged while the application is in progress, before any money is paid out.
Scripts and remote control
Signs of automated scripts, remote-access software or a stolen identity are flagged before an offer is made.

For your architects

Capture
Interaction events are sent over encrypted connections, from screens built with Zoral Portal Studio and from your own web and mobile apps.
Scope
Your team sets which screens, apps, fields and uses are switched on.
Storage
Behavioural data is stored in your own cloud environment, in a data store inside your bank’s cloud. Your bank sets retention periods.
Decisions
Derived features reach Zoral Decision Engine as named variables for fraud, conversion and marketing rules. Each decision that uses them is recorded with its reasons. Credit, limit and pricing rules do not use them.
Your models
Data scientists build features in Python or R, or on their own machine-learning platform, such as Amazon SageMaker, Databricks or Google Cloud Vertex AI. Features and models are versioned and approved before use.

Questions banks ask

Can one tool serve fraud, conversion and cross-sell?

Yes. One set of signals serves your fraud, product and marketing teams, and your bank decides who sees what and which uses are switched on.

Do we have to replace the fraud tools we already use?

No. Keep the fraud tools that work. Their scores can feed Zoral Decision Engine alongside these signals, through Zoral Integration Gateway.

Is recording typing and pointer movement allowed under privacy rules?

Your DPO decides, market by market and use by use. Zoral Behavior Matrix is designed to support GDPR / UK GDPR obligations. It records how the screen is used, and your team configures how personal information in each field is masked or left out. Behavioural data is stored in your own cloud environment. We recommend a data-protection impact assessment before go-live.

How is customer consent handled?

Your bank sets the lawful basis, the customer notice and the consent wording. It also decides which screens are recorded, which uses are allowed and how long data is kept. Zoral Behavior Matrix runs only where your bank switches it on.

Are behavioural signals used in credit decisions?

No. They are not used in credit decisions, default prediction, limit setting, or risk-based pricing and terms. Your bank can use them to catch fraud, reduce abandoned applications, personalise screens and target marketing.

Will it slow down our customer screens?

It is designed to have little effect on how fast your screens load.

Who implements it?

Atelier, Zoral’s senior consulting practice, with your fraud, product, marketing and data-protection teams. Data, AI & Automation builds and validates the fraud and customer models with your teams. Product innovation helps your product team improve the screens.