Document Ops Agent AI

Invoked when: a borrower uploads a document to the application journey — any document type

• –Reads the uploaded document and extracts the key fields relevant to the document type: for identity documents, name, date of birth, document number, and expiry date; for income documents, income figure, employer name, period covered, and issuing entity; for bank statements, account number, IFSC, account holder name, and statement period. Each extracted field is accompanied by a confidence score.
• –Passes the extracted data to the Document Verification Agent AI for quality and consistency checking, and to the Loan Origination Agent AI's data queue for LOS pre-population. The extraction is the handoff point — this agent extracts; the verification agent validates; the origination agent uses the data.
• –Where OCR confidence on a critical field is below threshold — the document image is too dark, too blurry, or photographed at an angle that makes text unreadable — triggers a re-upload request to the borrower immediately, explaining specifically which field could not be extracted and what image quality would allow extraction. A re-upload request is faster than letting the document sit in the queue and be rejected downstream by the verification agent.

Invoked when: a document is uploaded (incremental check) or daily batch reviews all applications with outstanding document requirements

• –Reads the application's product type, borrower category, and KYC tier from the application record, retrieves the applicable document checklist from the credit policy corpus, and checks each checklist item against the uploaded document set — producing a completeness status: Complete (all mandatory documents received and OCR-extractable), Incomplete (specific mandatory documents missing, listed by name and policy basis), or Deficient (documents received but quality too low for extraction on one or more required items).
• –On completeness confirmation — all mandatory documents present and extractable — signals the Loan Origination Agent AI to proceed with bureau pull and LOS entry. On incomplete or deficient status, initiates the nudge sequence rather than letting the application sit silently in the stalled queue.
• –Logs every completeness check result with timestamp for the CX Strategy Officer AI — the stall point data (which specific document causes the most stalls, at what step in the journey, and in which segment) is the input to journey redesign decisions. Document collection friction that affects 30% of applicants at a specific step is a product problem that this agent's logs make visible.

Invoked when: an application is incomplete and the stall duration threshold triggers a nudge

• –Runs a three-stage nudge sequence for incomplete applications: Day 1 — "Your application is nearly complete. You are missing [specific document]. Here is what to upload and why we need it." Day 3 — "We still need [specific document]. If you do not have this exact document, here are three alternatives that satisfy the same requirement under our credit policy." Day 7 — "We can help you complete your application. Here is a step-by-step guide for uploading [specific document], and here is our Account Aggregator pathway which may require fewer documents for your income verification." Each nudge is specific, actionable, and tells the borrower what alternatives exist — not just that something is missing.
• –Sends nudges through the borrower's preferred channel — WhatsApp first (highest open rate), email as fallback, SMS as a last resort — using pre-approved templates for each nudge type and document category. Nudge templates are approved by the compliance team to ensure they are clear, not pressuring, and do not make any credit commitment or promise. They are factual: "you are missing X, here is how to provide it."
• –Classifies borrower responses to nudges: document uploaded (check completeness again, remove from stall queue), alternative document requested (route to credit team exception review), help requested (route to Account Executive AI for assisted application), stop/opt-out (remove from nudge sequence, mark application as abandoned by borrower), and no response (proceed to next nudge in sequence until Day 10 flag). No response after Day 10 with no uploads is escalated to the human team for a decision on whether to close the application or attempt a human outreach call.