Building a KYC platform for telcos
A fully automated onboarding bot, able to onboard new customers for a telco company — no call-centre involvement required.
The challenge
Onboarding a new telco customer is document-heavy and easy to get wrong. Identity documents have to be captured and verified, questions have to be answered, a SIM has to be delivered and the whole thing has to be quick enough that people finish it.
Done manually it means call-centre time — expensive for the operator and laborious for the customer.
What we built
We built a fully automated bot solution that takes the customer through onboarding end to end. The technology gives customers a clear and simple way to:
- upload documents, using an inbuilt OCR picture-detection feature;
- ask questions directly and get answers in the flow;
- schedule and diarise SIM delivery;
- complete a customer satisfaction survey in a few clicks.
The outcome
Onboarding became self-serve. Simple, secure and effective — and with no call-centre involvement, the operator's cost per onboarding fell while the customer's experience improved.
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