Case Study
Customer Identity Verification
Secure, Compliant Agentic AI customer verification for Financial Services
1. The Business
A high growth Australian Asset and Retail Finance Provider wanted to streamline operations to ensure customer interactions were more efficient.
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2. The Challenge
Employees spent over 30% of their time manually identifying customers. Consideration included:
- Compliance risks and adherence to strict standards in financial services
- High Operational Costs
- Long wait times and abandoned calls
- Opportunity to leverage Agentic AI and automation to scale and grow operations
3. The Solution
Agentic AI used to automatically verify the identity of a customer in a secure and compliant manner. Connecting with different business applications to ensure seamless customer experiences while ensuring no data or information was shared with the wrong person. The AI Agent engages conversationally with a customer and sends an SMS OTP (One time Password) to the mobile number associated with the relevant record. Once the customer's identity has been successfully verified that call is transferred to a human agent.
4. The Benefits
All Calls Answered
No abandoned calls – with all calls channelled through the automated verification process. Secure and compliant escalations to human agents
Self-Service
Automated self-service capabilities for customers after verification has been completed
Reduced handle time
Agents able to focus on more complex tasks with the automation of Pre-identification of callers using 3-point verification
Secure & Compliant
- ISO 27001 Certified
- Penetration Tested
- AI that is Hosted, processed and stored in Australia