Digital Onboarding

Real-time

OCR processing can be performed in real-time on the server. As a result of capturing or uploading the image, it will be saved on the server and presented to call-center operators for verification during the video call.

The solution can be localized across various countries in terms of language, IDs, data model and structure.

Fraud detection

Once the image is saved and your data taken over in the OCR process, we will run security checks and anti-fraud validations of the ID card and of the extracted information.

Once all validations are completed, you will be redirected to the next step, continuing the onboarding process.

Step 1: Detection

Based on a machine learning algorithm, this will identify specific face attributes such as: estimated age, smile intensity, sex, facial hair, blur level, noise, exposure.

The facial detection is based on 27 point landmarks/positions specific to a human face. This functionality will be applied on both selfie and ID card picture, after the selfie photo was taken.

Step 2: Verification

Based on the output from step 1, this will perform a cross check between the pictures and generate a confidence score based on an agreed algorithm.

Comparing the ID card picture and the selfie will provide a confidence score. This score will be used as input for the decision engine; the confidence score will not be displayed to the user; instead this information will be exposed via an API to the decision engine. Following industry best practices, anything above 0.5 confidence score is considered to be possibly identical. Results of the confidence score will be available to the contact center operator, and will be classified as a traffic light system:

Below X will return false as a match
Between X and Y will be a yellow traffic light
Between Y and 1 will be a green light

X and Y will be configurable and will be agreed on with the customer.

You can be informed before the call actually begins, that you:

Can start the call immediately or postpone for later by resuming the process via an e-mail link within 30 days, from the step you gave up

Will be taken over by an operator in the next minutes, depending on the availability of the call center operators who can be engaged in other calls

During the video call, you will be in a dialogue with the call center operator and may be asked to confirm a series of information or answer some randomly generated queries or to do some generic actions so that Bank ensures that it is not a pre-recorded call.

The call center agents and administrators will be able to manage and supervise the onboarding flow within a digital portal in order to track performance, measure your feedback and interactions.

If the additional checks and validations are passed and the operator validates the KYC process the call closes and the necessary documents are being generated for you to have them signed.

Documents are also sent to you by email and can be signed at a later time, when you use the link sent via email.

To receive the certificate, you need to provide all consents required by the Certification Authority related to terms and conditions, GDPR, marketing communication agreements.

You will receive via SMS an OTP associated with a unique transaction ID shown in the signing screen, valid for up to 60 minutes, which you use in order to sign the generated documents which will be also automatically signed by the Bank, saved in the management system documents and shared to you by email.