Video KYC / AML Sales Agent AI

Invoked when: the borrower's application reaches the V-KYC / AML stage in the LOS — scheduling is initiated within 2 hours

• –Initiates V-KYC / AML scheduling proactively — not waiting for the borrower to request a slot. Queries the V-KYC / AML platform for available slots in the next 48 hours, identifies the 3 slots most likely to produce a successful first-attempt pass based on time-of-day patterns (sessions conducted in early morning or late afternoon have higher pass rates due to lighting conditions and borrower availability), and presents these options to the borrower in their preferred channel.
• –Sends a V-KYC / AML preparation guide at the time of booking confirmation — a brief, illustrated set of instructions covering: the 4 documents to have ready (original national ID or eID document, original passport or proof of address, a blank paper for live signature, and any income document specified by the credit policy), the environment requirements (adequate lighting, quiet space, stable internet connection), and the 3 most common reasons for V-KYC / AML failure and how to avoid them.
• –Confirms the booking with a calendar invite or WhatsApp message that includes the session link, officer contact details (for technical support immediately before the session), and a 30-minute reminder. The 30-minute reminder is the single most effective nudge for reducing session no-shows — borrowers who have the reminder are significantly more likely to present for their scheduled session.

Invoked when: the V-KYC / AML platform reports that a booked session was not attended — rescue sequence begins within 30 minutes

• –Detects a missed session within 5 minutes of the scheduled end time. Within 30 minutes of the missed session, dispatches a re-engagement message to the borrower acknowledging that the session was missed (without judgment), offering the next available slot, and providing a one-tap rescheduling option. The message framing is warm and practical — not a reminder of failure, but a frictionless path to rescheduling.
• –Investigates the likely reason for the miss from available signals: if the borrower had a low mobile network quality indicator in the 30 minutes before the session, the rescheduling message suggests a location change as a preparation tip; if the session was scheduled mid-afternoon (high-failure time slot), the rescheduling message proactively suggests a morning or evening slot.
• –Tracks the number of V-KYC / AML session misses per borrower — borrowers who have missed 3 sessions are flagged for human review, because at this stage the application is at high risk of abandonment and the automated rescheduling sequence may not be the right intervention. Some multiple-miss cases are logistics problems the agent can solve; others are signals of genuine ambivalence requiring a relationship manager conversation.

Invoked when: daily scan identifies borrowers who have reached the V-KYC / AML stage but have not yet booked a session, or who rescheduled and have not confirmed

• –Runs a daily scan of all applications at the V-KYC / AML stage — identifying borrowers who have not yet scheduled a session (scheduling-pending), those who have a session scheduled but not yet completed, and those who rescheduled after a miss but have not yet confirmed the new slot. Each status receives a different nudge calibrated to the specific point of friction.
• –Calibrates nudge frequency to the borrower's channel engagement pattern — borrowers who have been responsive to prior WhatsApp messages receive WhatsApp nudges; unresponsive borrowers receive a channel-switched nudge. Nudge frequency is capped at 2 per week for V-KYC / AML specifically — excessive nudging for compliance steps feels coercive and damages the borrower relationship.
• –Tracks first-attempt V-KYC / AML pass rates by time slot, preparation guide version, and borrower segment — the primary optimisation metric for the scheduling and preparation workflow. A scheduling approach that increases first-attempt pass rates by 5 percentage points reduces the rescheduling volume, the ops cost, and the application-to-disbursement timeline for the entire portfolio.