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Addressing the Five Challenges Customers Experience during a KYC Process

KYC compliance is a double-edged sword for financial institutions. On one hand, customers expect quick onboarding with minimum checks and documentation. On the other hand, regulators penalise financial institutions for inconsistencies in identity verification and risk assessments. To bridge the gap, banks, NBFCs and fintech companies continuously focus on revamping their KYC processes to comply with the latest norms while providing customers a seamless onboarding experience.

Here we address the five common challenges customers face during the KYC process and how financial institutions can resolve those using Video KYC (V-KYC). Reach out to us to know more about how Kwik.ID can help you fast-track your KYC compliance.

Challenge 1: Geographical Constraints

The traditional KYC process required customers to submit the application form and the necessary documentation in person. This meant that customers could only opt for banks in their vicinity, based on their current geographical location.

Solution 1: Online Video KYC with Geotagging

In the V-KYC process, the entire verification procedure (including remote onboarding) is conducted online through a live video call. Instead of standing in long queues, a customer can simply schedule a call by registering on the website. Even address verification happens in minutes through geo-tagging using Google Maps.

Challenge 2: Elaborate Documentation

Traditional KYC is a tedious process fraught with endless paperwork. It usually involves lengthy application forms, photocopies of identity and address proofs, and other documents like bank statements and utility bills.

Solution 2: API-Integrated KYC Verification

APIs that aggregate primary data from various verified sources, using e-documents like OVD (Officially Valid Documents) or PAN card, can replace the need for paper-based documentation. Additionally, the use of AI-powered facial recognition tools using Video based KYC identification ensures better accuracy than manual verification.

Challenge 3: Delay in Onboarding  

Conventionally, onboarding is a laborious process. Customers in need of urgent funds often turn to other (informal) sources at higher interest rates given the delays in assessment and onboarding.

Solution 3: Real-time KYC verification

Since identification happens in real-time digital, it removes the need for physical signatures and visits from bank officials. This feature makes the onboarding process smoother, allowing customers to have quick access to financing.

Challenge 4: Dropping out of the Process 

Given the prolonged KYC process, several customers often drop out midway as they often patience (or the need for funds). Financial institutions lose out creditworthy customers too in this process.

Solution 4: Visibility and Tracking 

V-KYC helps customers complete processes faster while also providing visibility on the status of the verification. Banks can ensure customers finish the Video KYC for Banks by tracking what percentage of documentation is completed. 

Challenge 5: Cost of Compliance

Traditional KYC involves high costs due to factors like going to the bank in person, procuring several documents, etc., compromising a customer’s time and money. Financial institutions also spend significant amounts in verifying KYC, which is an additional burden to customers in the form of service charges and processing fees.

Solution 5: Internet-powered KYC verification

V-KYC’s internet-powered processes with the help of trustworthy Video KYC vendors make it accessible, affordable and convenient. It also enables considerable cost savings for the service provider, making financing more cost-effective for the customer.

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The Digital Future of Customer Care

Business tech is quickly transforming as social networking and online interactions have taken over our everyday habits, both personally and professionally. But in spite of staying connected online, somewhere deep down we all prefer the human touch, especially since the pandemic which led us to living in isolation for months. This is where the online-offline balance comes into play as businesses need to focus on customer engagement and service just as much as they focused on implementing the technology that’ll drive it.

Customer support technology is only worth investing in when you harness it in a way that it propels business, improves brand reputation, increases agent productivity, and helps build stronger customer ties. Organisations now, need to go beyond chatbots and cater to existing and new customers with tools that simplify the customer journey, guide them through the onboarding process and keep them engaged with real people till the very end.

Focusing on the Future of Customer Care Involves:

Understanding the importance of human interaction

Think your client is running into a technical issue or not grasping a specific guidance and afterward being trapped in the rigmarole of interacting with a bot, accepting pre-programmed messages, yet no human assistance. It isn’t the bot’s fault because there’s only so much that a bot can do.  Obviously, your customer will get irritated and drop off immediately, unlikely to do business with you again. The requirement for this human assistance has been fuelled by COVID-19 more so, particularly in areas like insurance and banking that depend entirely on online business.

Through our own experience we noticed that when Video based KYC identification was introduced in the banking and insurance sectors, along with a hike in demand for the tool, there was also a growing demand for virtual assistance by real agents. Your customer onboarding journey may start with getting a chatbot to interact with them, but eventually a real agent will need to step in, to connect over an offline call or video interaction. Chatbots cannot process empathy and react accordingly. That’s something unique to human beings.

Creating a bespoke interactive experience

Nobody enjoys the phone ringing incessantly during the wait time, especially not a customer who’s in a hurry to get his work done. Customer service providers (like us and many others) need to incorporate an IVR system that keeps the caller engaged while the agent may put him on hold for a while. This IVR system can keep the caller informed about the brand’s various offerings, the various tools they can utilise, or the assistance they can ask for. Callers can be provided with the option to chat in their local language and even receive a welcome message to add a personal touch to the experience.

Ensuring skill-based routing for agents

With current innovation encouraging Video KYC for Banks and other client support tools, calls coming through needn’t simply go to any agent accessible, but can be moved to the one most appropriate to assist. This element, known as skill-based routing, sorts agents depending on their demographics like language, areas, specialised areas and that’s only the tip of the iceberg. After the IVR has connected with the client, the line is routed to the agent most qualified to address the concern. Needless to say, this hoists consumer loyalty.

Offering CRM integration

When your online service tool is integrated with a CRM software, agents have an all-round perspective of caller information, so no matter which agent answers the call, customising the caller experience gets much simpler once all data is easily available on the screen. Apart from personal client information and call logs, agents have access to previous tickets, cases, chat transcripts and other data, which offer a comprehensive view to make client interactions more productive and viable.

Offering new services like instant onboarding, Video kyc and others certainly require new technology that’ll help businesses improve completion rate, conversion rate, overall customer satisfaction and agent productivity.

As we face this new phase of business, we must ensure that these tools and technologies are implemented in our customer service software to do business at its maximum potential and achieve the best ROI possible.

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Stay Connected With Video

We’d begin to tell you about how the tech-driven world has taken on the traditional one, but you already know it. Now, in a socially distant world, not only have businesses taken to tech, but they are making the switch from audio to video to add the in-person feel. From digital loan disbursal to onboarding customers with the best Video KYC tools and updated Video KYC techniques within minutes, everything now happens over video, which clearly means that video channels and video conferencing tools are soon going to be the new norm in organisations. To aid seamless conversations between you and your customers, plugging in an optimal video infrastructure is the need of the hour, because here’s all that a good video conferencing tool has to offer.

  • Free Product Demo: Let’s face it, no matter how much you interact over video with a potential customer, at the end of the day it is your product that’s doing the talking. Fortunately, with video conferencing you can showcase your product too. With the media sharing option, you can choose to share a product demo video right there, right then, with the customer. Or better still, show the functionality of the product, LIVE, so you could even resolve whatever doubts your customer may have about the product.
  • Service call: Selling your product isn’t all you need to do. As a trustworthy brand, you’re expected to provide after-sales services to your customers. With a video service call, you can follow up with customers and ask them for product feedback that helps your brand improve. In case a customer is facing an issue with the product they may also request a service call and the agent can resolve the problem in real-time over video.
  • Context aware content delivery: Helping your customer is great, but showing that you understand their interests and cater to their needs is even better. Using real-time data and analytics you can gather information about your potential customer, right from their previous interaction with your company, their interests, to their location. These insights help you understand and deal better with your customers.
  • CRM Integration: Your CRM isn’t only essential for communicating with customers, but it should also create alignment and streamline communication within your company. Everything from your calendar and emails to your social media platforms and data collection tools can be integrated to ensure that your organisation does quick business with a seamless process.
  • Intelligent routing: Customer service calls are queued based on the product, customer priority, language, location and more to provide an optimal user experience. For instance, if you study the location and spot someone in a weaker network area, you can answer their call sooner before they lose connectivity completely. This feature also shares a wait time with the customer, so that waiting endlessly doesn’t hamper their productivity.
  • Screen sharing: When you’re working as a team you maybe full of ideas that you want to share but can’t verbally explain. The great thing about video conferencing is its screen sharing feature and interactive whiteboard options that not only allow you to share your idea, but let team members brainstorm together as well, while allowing for quick decision making. This feature makes collaborations easy in the socially distant digital age.
  • Chat option: In the event that there is a technical glitch or a language barrier between the agent and potential customer, the chat feature makes it easier for them to interact quickly while being face-to-face as well. Many customers may shy away from asking questions directly but maybe more comfortable using the chat option.
  • In-person interaction: The entire point of a video conferencing tool is to feel like you’re dealing in the offline world even when online, and video aids in doing just that. Regardless of distance, you can enjoy a seamless, productive meeting or collaboration, as you did in your own office space.

Bottom line is, if you’re looking at pushing the envelope for your business and speeding it up, video is a tool that’s here to stay and you should definitely consider investing in it when the time is right.

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RegTech’s Rise Could Be A Watershed Moment In The Way Financial Services Engage With Customers

Banks and Financial institutions operate in a highly regulated environment; these regulations are continuously amended to safeguard the financial systems and various stakeholders, most important of them being the customer. As technology continues to evolve extensively, regulators are often playing catch-up. The balance between a Regulator’s needs and the technology excellence that keeps pushing the industry forward – is the Regulatory Technology (RegTech) space. Product complexity, diversity, evolving compliance landscape, and the need to maintain a competitive edge – demand seamless technological solutions.

Most regulators are wary of the increase in fraudulent activities including money laundering, identity theft, data breaches, cyber hacks etc., that accompany the adoption of digital channels. A personal intervention (meeting the customer in person, visiting their home or office, getting hand-signed documents, etc.) are seen as risk mitigation strategies, expensive as they are. A single customer visit adds Rs. 150-500 to the overall customer acquisition cost, and, sometimes, several days in process turnaround times (TATs). RegTech solutions (involving complex integrations, APIs, computer vision, NLP, OCR, Big Data Analytics, Artificial Intelligence and Machine Learning) are focused on solving these challenges, without increasing the cost of regulatory compliance or the associated business risks. Interestingly, RegTech has not received as much investor attention over the last few years, as one would expect in a country like ours. This seems set to change. RegTech is well on its way to becoming the next big thing in the financial space, expected to yield an impressive sector wide CAGR and record revenue this year. 

COVID19 and its consequences have brought specific RegTech opportunities to centre stage – digital onboarding in the wake of social distancing, data privacy, personal data protection, customer interest, identity risk management, online dispute resolution, and much more.

Leveraging Video as the Future of Customer Engagement

Banks and RBI regulated financial institutions started first with Video based customer identification processes, (Video-KYC) to transform customer onboarding processes hindered by the lockdown. VCIP Digital KYC solutions allow customers to undergo a virtual on-boarding journey, without the need of any physical interaction. It also retains the personal empathy of actually speaking to an agent/ service representative over a video call so that a customer can be handheld through the onboarding process.

Extending the learning from this phase, other regulators such as IRDAI, PFRDA, SEBI etc. have also augmented their guidelines to use Video based KYC identification for customer onboarding. Many of these guidelines very clearly ease the challenges faced by the industry, while at the same time standing true to the regulator responsibilities towards protecting end-customer interest.

With Video kyc taking over the traditional methods of KYC and Video KYC India flourishing with premium Video KYC for Banks, insurance companies, Regtechs and other institutions, there is no stopping!

There is a growing school of thought around how video can be the next big thing in customer servicing, assisted/ humanized digital commerce/ and many other industry use-cases.

Filtering Customers for a Healthier Credit Environment via Account Information Service Providers

Regtech can also support Account Information Service Provision, which allows customers to give permission to banks to release account information to the AISP. This information can be analyzed as part of credit scoring, part of the bank’s decision-making process for lending, or for better product offers.

This can be done in real-time and offers a more sophisticated view of the customer’s financial position than a traditional credit check, allowing the bank to make more prudent decisions. This in turn leads to better disbursements of loans and rejection of fraudulent borrowers.

Enabling better compliance with regulatory reporting: Saves costs for banks

An important growth area for RegTech is regulatory reporting. This addresses the problems caused by multiple data sources, systems, and errors arising from manual review. A RegTech solution can compile standard comprehensive reports from multiple data points. This saves banks a considerable amount of time and effort, freeing up the workforce to concentrate on more skilled and value-added tasks. Moreover, standardized reporting is also convenient for the regulators themselves to analyze. 

Regtech not only has immense benefits for customers and regulators, it has the potential to help firms save resources at a time of increased uncertainty. Experts estimate digitising paper reporting could save billions in administrative costs. From a compliance perspective, RegTech solutions also offer Indian businesses the flexibility to and scalability needed to adjust to new global standards like BASEL 3, GDPR, critical as clients become increasingly global.

Although, the pandemic is forcing businesses towards RegTech solutions, it will likely turn into a blessing in disguise in the long-term, as the impacts of systematization, better reporting, and more flexible KYC make themselves known. RegTech is here and it is the future of the Indian finance sector.

The financial sector is all set for their digital journey ahead, being armed with cutting-edge best Video KYC tools. To gain more insight, check out – http://www.businessworld.in/article/RegTech-s-rise-could-be-a-watershed-moment-in-the-way-financial-services-engage-with-customers/29-10-2020-337105/

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Choosing the Right Video KYC Vendor

With work from home becoming the new normal, businesses too have adapted to digital platforms, and everything that once happened in-person, now happens online. From reaching out to your customers, onboarding them and providing them with the best customer service. But how does one choose a Video KYC (V-KYC) tool to onboard customers instantly?

Traditionally, video-based customer identification process (V-CIP) took days, but with the best Video KYC tools, it can be done in less than 3 minutes!

Here’s what to look out for when choosing a V-KYC platform.

Security and Fraud Prevention

For financial institutions and banks, nothing matters more than protecting their data and ensuring that no fraudulent activities occur in the onboarding process. Any step in the process is a major concern—from storing video data, customer details, adhering to regulations, et al., to making sure there is no data tampering or leakage. With a V-KYC tool like Kwik.ID, which offers end-to-end encryption and AI-assisted Liveliness, Facematch and OCR, businesses are promised complete data security and customer authenticity. The Liveliness tool also captures the customer in real-time, thereby eliminating the risk of any bot breaching the platform’s security.

Demo V-KYC

How often have you been told to buy it only after you try it? When you invest in a V-KYC tool that is important for your business, you deserve nothing but the best. Make sure you are given a guided demo of the preferred V-KYC tool. Right from the ease of operation to the user dashboard, security measures, multilingual interface, low bandwidth mode, your V-KYC vendor should have everything ticked off the list that your business needs for a smooth onboarding experience. Pick the right one only when you are completely satisfied with the KYC demo. You can also register for Kwik.ID’s demo here.

Drop-off Rate

At Kwik.ID we understand how frustrating call drops can be, which is why we are strong advocates of low bandwidth compatibility. With a speed of 176 kbps, we noticed over 85% success rate with fewer call drops and more customer satisfaction with quick onboarding. When your customers are spread across the country, they could be in remote areas without enough access to high-speed internet. In such cases, you need to ensure that your V-KYC/ Video KYC vendors offer a low bandwidth mode, so that no matter where your agent or customer are located, business does not cease due to poor network.

RBI Compliance

For businesses, especially Video KYC for Banks and financial institutions, adhering to the policies and norms is an integral element. Ensure that the V-KYC tool you choose is 100% RBI compliant, ISO certified, and driven by an RE official and an auditor who are trained and authorized to work on a V-KYC platform. Kwik.ID’s V-KYC tool also offers easy deployment on RE’s cloud domain as well as its data centres.

Cost Reduction

Remember the time, effort and money spent sending field agents across areas to complete the customer verification process? Or the wait time customers spent in a queue to get documents verified?

Choosing a time-efficient V-KYC vendor will eliminate all of that. From onboarding 5 customers in an hour, you can onboard up to 20 in an hour! Not only does a good Video based KYC identification tool save time and complete the verification process in < 3 minutes, it also helps reduce travel and documentation cost by  ~80%.

V-KYC Accuracy

After making sure that your V-KYC tool matches all your requirements, you certainly need to assess its ROI via a dashboard that monitors and manages all your data and details stored. Check that your dashboard offers key metrics like drop-off rate, completion rate, call wait time and more, so you can track agent efficiency and check on how to improve your onboarding service. Other accuracy checks involve AI-assisted tools like Facematch and Liveliness, which verify customer authenticity and allow no room for error.

Choosing the right V-KYC platform is just as important as training your agents and employees to get it right. If you are investing in a tool that eases your business process, you will prefer to invest in the best. With V-KYC vendors like Kwik.ID, you are promised all of the above and swift onboarding in just 2 minutes.

Choose wisely!

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Customer Care 2.0

Business technology today is not what we are used to anymore. Social networking and online interactions have seeped into our professional lives and are clearly here to stay. Despite building all kinds of online connect though, we still yearn for that human interaction (evident in the last few months of the pandemic). This is where the online-offline balance comes into play—businesses need to focus on driving customer care and engagement with the same energy as they do with implementing technology into the system.

Video KYC, Video KYC for Banks and Video based KYC identification are also available at low bandwiths. They are really catering for the customers easing their worries more than ever.

The resulting customer support tools when designed for the future, enable swift business in just a few minutes, improve brand reputation, increase agent productivity, and help build stronger relations with customers. It is imperative for businesses now, to think beyond basic chatbots. They need to cater to current and potential customers with programs that simplify the customer journey, guide them through the process, and keep them engaged with real people at the end of the video platform. They need to focus on the future of customer care. This will involve:

Understanding that human interaction has never been more essential

Imagine your customer running into a technical problem or not comprehending a certain instruction and then being caught in the endless vortex of chatting with a bot, receiving auto-responses, but no human assistance. Needless to say, they’d get annoyed and drop off instantly, unlikely to return. The need for human assistance has been aggravated by COVID-19, especially in sectors like insurance and banking that encourage online business.

Through our own experience we noticed that when Video KYC was introduced in the banking and insurance sectors, along with the increased demand for the tool, there was also an increased demand for virtual assistance by real agents. Customers might begin by engaging with a chatbot, but eventually they will want some kind of a video interaction or an offline phone call with the agents. At the end of the day, chatbots cannot process empathy and react accordingly. That’s something unique to human beings.

Providing a more personalized and interactive voice response

The last thing customers want is to hear an annoying tune or the phone ringing incessantly during the wait time. Customer service providers (like us and many others) should incorporate an IVR system that keeps the caller engaged while the agent is away. This IVR system would introduce the caller to the various services the company offers or all the necessary details that they can demand from the tool they are using. Allowing callers to interact in their local language and adding a personalized touch with additional options and a welcome message are just some of the features this virtual assistant would offer.

Ensuring skill-based routing for agents

With modern technology enabled Video KYC for Banks and other customer service tools, calls coming through needn’t just go to any agent available but can be transferred to the one best suited for assistance. This feature, known as skill-based routing, categorizes agents based on their demographics like language, locations, area of expertise and more. After the IVR has interacted with the customer, the line is routed to the agent most qualified to resolve the issue. Needless to say, this elevates customer satisfaction.

Offering CRM integration

When your online service tool is integrated with a CRM software, agents have a 360-degree-view of all caller details, so that no matter who answers, customizing the experience for the caller gets easier once the details are right on the screen. Besides personal client information and call logs, agents also have access to previous tickets, cases, chat transcripts and other data, which offer a comprehensive view to make client interactions more efficient and effective.

Offering new services like instant onboarding, video KYC and others certainly require new technology that’ll help businesses improve completion rate, conversion rate, overall customer satisfaction and agent productivity.

As we progress into the ‘new normal’ business, we need to ensure that these tools and technologies are implemented in our customer care software to achieve speedy business and maximum ROI.

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Insights into the Future of Digital Business

The pandemic has irreversibly changed the way we work. “Phygital” seems to be the current scenario and digital the future. Many businesses, however, had already shifted from offline to online processes long before the pandemic while the last six months have witnessed only online transactions and dealings.

Organisations have also revised their business priorities as they strive to find new solutions to accelerate the business pace and find long-term success. Traditional face-to-face methods have been replaced by tools like online wallets, e-commerce business, Video KYC for banks and insurance firms, AI-led instructions and more.

Organisations will soon start building their digital platforms while utilising advanced analytics with greater intensity. For example, DBS Bank understood the need to do more for its customers and adopted a RED mantra: Respectful, Easy to deal with, and Dependable. This involved tech-driven processes because they strongly believe that making banking joyful should involve making the ‘banking’ part, invisible.

Here’s how the country is paving the path for digital business growth.

Digitising Sales and Customer Processes

Businesses have begun to consider digital tools and processes, especially for selling a product and meeting customer process requirements. Companies are adopting and implementing a host of applications, digital payment methods, self-service platforms, digital documentation, onboarding and electronic signatures to ensure that internal operations, income and revenue continue to flow. Even the smallest of businesses have taken to digital to keep the customer inflow intact, by adopting the latest AI technology and tools like face recognition and biometric signatures, and they don’t seem to be going back to their traditional ways anytime soon.

The finance industry, including banks, NBFCs, fintech, insurance and many others now choose online processes to make business easier for customers, including opening an account through video KYC. Customers no longer need to visit the branch to complete all the formalities and fill out extensive forms. Video KYC speeds up the process ensuring they are onboarded in just two minutes!

Digital Marketing to Customers

The way companies market their products is also evolving rapidly. Given that industry gatherings have shut down, B2B companies like Slack and Zendesk have adopted new ways to engage customers via their digital video advertising strategy and generated new business leads. Digital content, especially ads directed via social media platforms need to be data-driven, personalised and displayed to the right customers for a continued boost of sales and marketing. This can also help improve efficiency and ROI.

Empowering Employees with the Right Tools

To ensure that employees reach their maximum potential in these times, it is imperative for companies to adopt technology that makes operations and processes easier and more efficient. Employees need to be educated about the latest technologies and trained on how to deal with new clientele, digitally, for maximum customer satisfaction.

For example, Kwik.ID, our Video KYC tool is enabled with customer queueing facility to reduce customer repetition. The analytics dashboard helps agents manage their time more efficiently. Finally, the Neuro Linguistic Programming software ensures agents understand and guide customers better, and (instantly) resolve their issues.

Using the Cloud for storage of enterprise applications, planning and management, workforce management, billing and many others, not only provides easier employee access to technology but also helps manage cybersecurity better as everything is housed together. It is also important for organisations to have all the documentation and customer data in one place—no matter where the agent or employee is, data can always be accessed remotely and work needn’t stop. At Think Analytics, we recommend working on-the-go, which our video KYC tool enables, by storing all the data in one place.

In the coming months, online tools like digital banking, e-wallets and video KYC can significantly benefit investors, insurance companies and agents, banked and unbanked sectors, non-banking entities and many others. While these tools boost business, they also help battle slow-moving business owing to the COVID crisis while ensuring that work continues seamlessly from anywhere across the globe.

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Five Lessons the Insurance Industry Can Learn from Banks about Video KYC

The IRDAI’s recent decision to allow insurance companies to leverage vKYC (video KYC) technology marks an inflection point for the industry. Insurance companies now have the opportunity to transform their KYC process and potentially grow the number of, the speed with, and the efficiency for the customers they onboard, even in the middle of this pandemic. A recent PwC report estimates that the pandemic has resulted in a 30 percent decline in business for key insurance players.

The banking industry has been an early adopter of the new Video based KYC identification technology, with RBI approving V-CIP processes back in January 2020, and can provide some templates for the Insurers to understand the big opportunities of ‘new’ customer experiences, as well as the potential hurdles that wait ahead. While there are many more, let’s take a look at the top five lessons the insurance industry can learn about vKYC from the banking sector.

Guiding user journeys: the key to VCIP success

Users want a simple, quick, and relatively pain-free experience. All the time. This requires building a robust back-end to limit bottlenecks that could affect performance, as well as implementing a user-friendly, mobile-forward interface that users won’t have to wrestle with. Among banks, there’s a vast disparity in vKYC completion rates, from 40-45 percent at the lower end of the spectrum, all the way up to 85 percent with solutions from some key industry players. Successful players design user journeys with users at the centre, and not technology. Consistent, well-guided, and convenient user journeys lie at the heart of successful virtual customer identification.

Automated queue management: an overlooked customer experience factor

When it comes to a high traffic function like Video KYC verification, the insurance industry can benefit immensely from automated queue management. Given the agent-interaction (manual) layer – intelligent queuing is a necessity for vKYC. AI-enabled and automated queue management can substantially reduce the time involved in setting up, sequencing, and following through on individual KYC applications, eventually leading to a higher completion volume per day. Automated queue management can deliver a much more productive vKYC completion rate, thanks to lower processing time and a more responsive process. Practically, a well automated vKYC queue can deliver 10-15x more productivity for each agent, by cutting down the friction in user switching (imagine traveling from one customer’s residence to another’s).

Concurrent auditing and automation

Concurrent auditing is a security and compliance requirement baked into both the RBI’s and IRDAI’s decisions in favour of vKYC. Conventional concurrent audits are limited, sampled and error-prone. Automated concurrent auditing, on the other hand, can be expanded to full audit at a fraction of time, cost and resources. Automated concurrent auditing technology, with augmented intelligence (fuzzy logic, document checks, etc.), that tracks every transaction, flags problem transactions as they occur. Automated concurrent auditing can ensure 100% visibility and transparency, as well as the reduction in overall compliance costs.

Managing innovation and adoption with insight

Understanding the impact of vKYC in terms of time, effort, and money saved, is vital to its greater adoption. Decision-makers benefit immensely from effective insights dashboards, helping them identify trends in completion rates, flag issues, and view quantitative insights into the impact of Video KYC India, both for the customer onboarding experience and the overall bottom line. Quite often, the intelligence from a system change is deferred for later. For best-in-class vKYC processes, they’ve been a part of the product strategy. Often the insight layer is critical for agile innovation to deliver the highest possible value in the short term.

Freeing the user and expanding (market) possibilities 

A vital advantage of vKYC on a whole — and something insurers stand to benefit from in this time of extreme isolation —users can complete onboarding from anywhere (as long as they’re within India, according to geotagging). It allows businesses to identify “similar” markets where they can expand to, onboard customers (with confidence), and unlock the potential that an innovation like vKYC can bring to the table. Unlike the past, when we are competing with digital-first insurtech innovators, the cycle time to test these decisions needs to be high and our offerings need to be competitive (across both, product and customer experience). Considering the 80-85% journey success rates that Video KYC solution providers like Kwik.ID is delivering, even in low bandwidth locations – there is an opportunity to open new markets in rapid succession and create experiments that unlock long-term value.

Conclusion

There is an all-pervasive uncertainty, and steps like vKYC are great regulatory nods to keep businesses moving forward without inherently exposing people (or the business itself) to greater risks. Insurance penetration in India is low, and there is an opportunity for the best in class players to use this ongoing crisis as an opportunity and transform the customer acquisition landscape for the industry at large. How well and with what urgency the industry players jump on this rocket-ship will likely determine the pace at which the sector recovers to its pre-COVID growth trajectory.

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Video-KYC sees a huge leap in 6 months, start-up Kwik.ID reports a jump of 1,00,000 sessions completed since February

With the regtech market evolving to facilitate compliance management while minimising regulatory risks, Video KYC solution Kwik.ID expects 3x growth in monthly sessions by March 2021

13 October, National: India’s fastest AI-enabled Video KYC solution providers, Kwik.ID has announced that they have crossed over 1, 00,000 successful Video KYC sessions since February 2020, with an 80%+ 5* user rating, and an overall NPS score of 90. Since the pandemic has shattered in-person customer identification to a large extent over various sectors of customer onboarding, Kwik.ID has made speedy headway in its growth trajectory. 

The regtech start-up witnessed a significant surge in its Video KYC session volumes, with an 85% + completion rate, significantly higher than industry averages, promising each session to be completed in under 2 minutes. In a market full of incumbents, albeit a late entrant, Kwik.ID already works with clients across multiple verticals – Fintech, NBFCs, Banks, Insurance, Lenders, Forex,  and the list goes on. 

MonishSalot, Co-Founder and Chief Product Officerof KwikID said, “Design and technical excellence, and superior performance has led us to reach such a wide audience in a short duration. Our product is naturally scalable to 100x of the current volumes. We always strive to do better than before and aim to fulfil the needs of today’s businesses and audience by staying relevant to them.”

The platform is expecting a 300%+ growth in daily sessions from November, as most institutions have shifted their customer onboarding tracks online for a seamless, accurate and remote process, and as the businesses open up. 

Adding to Monish’s viewpoint, Abhishek Joshi, Co-founder and Product Manager of KwiK.ID further added, “The pandemic has taken a toll on every aspect of our life and we need to come up with digital solutions to keep going. Kwik.ID Platform will continue to simplify the otherwise tedious process of safe and compliant customer onboarding and customer engagement. In today’s time, every time you get a face to face interaction with a customer, you have to make it count. It is not just about KYC. It’s about a memorable experience as well. ”

Various regulators and industry bodies have started seeing the potential of Video driven customeronboarding and KYC processes. This was only after the Insurance Regulatory and Development Authority (IRDAI), Pension Fund Regulatory and Development Authority (PFRDA) has permitted Video based customer identification process for NPS account opening. As per Frost & Sullivan research, the global regtech market is expected to reach $6.45 billion by 2020.  

~Press Release Ends~

About Kwik.ID:

Kwik.ID, an incubated start-up by Think Analytics is a lightweight plug-and-play Digital and Video KYC solution which is 100% compliant and allows to complete Video-based KYC Identification process within 2 minutes. Kwik.ID is a cross-platform presence-less KYC solution covering Video KYC, government database integration across all major OVDs, image recognition, liveliness detection, asynchronous agent handling, concurrent audit, and much more.  It was one of the first products with RBI’s V-CIP guidelines that came in January; the product really turns customer onboarding into a very seamless process, especially in the current COVID context where meeting customers in person is a limited option. For more information, visit: https://getkwikid.com/

Think Analytics India is an analytics solution and services company founded in 2014.  The team has built multiple solutions and is continuing to invest in products with a potential of disrupting the mobile data and analytics ecosystem. The organization has actively worked with some industry giants like ICICI Bank, Aditya Birla Finance, IDFC First Bank, SREI Equipment Finance, Navi Technologies, Ola Financial, Future Group among others and have affiliations with the likes of EY, Bain and Company, PwC, IAMAI.

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agent productivity AI Artificial Intelligence BFSI Completion rates customer identification Customeronboarding Digital KYC Digital transformation DigitalKYC Digitalonboarding financial inclusion Fintech fintechs fraud checks fraud detection fraud prevention frauds Insurance IRDA KwikID KYC lending liveliness OCR Offline Aadhar Payment Banks Physical KYC RBI Social Distancing socialdistancing Travel V-CIP video based kyc Video KYC Video KYC for Banks Video KYC vendors Video KYC verification VideoKYC Wallets

Kwik.ID Aspires to Maximise Agent Productivity

At Kwik.ID, instant customer onboarding via Video KYC and a high completion rate has always been at the heart of the company, but none of this is possible without exemplary customer service, achieved only by maximising agent productivity. From about 90,000 5 star sessions and 1,00,000 completed sessions since February, we are always striving to be the best video KYC solution providers in the industry.

Our array of features includes call queueing, call scheduling, estimating call times and more, to ensure you achieve an 85% completion rate and 100% customer satisfaction. To onboard customers seamlessly, it is imperative for our agents to monitor these queues and schedules for the best results. Here’s what goes into maximising their output and minimising your call time. 

Call scheduling by agents

In case the agent initiates the onboarding journey with a customer, he can schedule the call based on customer availability, to ease the process and maximise productivity, while ensuring there is no back and forth.

Link sharing made easy

In an agent-initiated Video KYC journey, the customer is sent a link to join the call. In the event that the link does not reach the customer via SMS, the agent can use any other social messaging platform integrated with our website, including email, WhatsApp or any other that the customer is comfortable with. This minimises the back and forth of requesting the link, as the agent can confirm immediately whether the customer has received it or not.

Low network bandwidth

AI plays an integral role in our digital KYC tool, be it for face recognition, liveliness, or OCR. We also integrate our AI feature to predict whether a call will be completed or not, taking into account factors like low bandwidth, customer location and more. If at any point the system detects that the call might not be completed, the agent isn’t patched in and the system requests the customer to schedule a call to enjoy a seamless process without any call drops.

Call scheduling by customers

Customers can match their availability with the agents and schedule a call to minimise the wait time at both ends. When booking a call, various dates and time slots are made available on the customer’s screen for easy access and instant scheduling.

Priority queueing

In the event that a potential customer has tried connecting previously but has dropped the call for a reason, or in case an agent fails to accept the assigned Video KYC call request or declines it within the threshold time, the customer is instantly added to the priority queue, which means he needn’t wait with another applicant again. The priority queue is also beneficial to customers in rural areas or those in areas with poor connectivity, to ensure their calls are prioritised and they don’t miss out on being onboarded soon. The priority queue is always checked before the standard queue. An active list of customers in the priority queue helps agents to align their time and schedule.

All of these options made available to both agents and customers, make the onboarding process much simpler. In addition, agents have access to live dashboards to quickly monitor customer data and statistics, as well as their own performance, so that they can keep striving for more.