Account opening
Guide applicants through the required video and document steps, then return the verification state to the onboarding system.
An application remains pending until the required decision is recorded.
VIDEO KYC · A WORKFORCE CAPABILITY
Move identity checks forward. Keep decisions accountable.
Guide customers through video identity verification, connect the evidence to your systems and give reviewers the context to decide.
Autonomous within scopeConnected to business systemsPeople own exceptions
FROM INTERACTION TO OUTCOME
From a video session to a review-ready case.
Follow consent, document capture and configured verification checks into a case record. Switch to a document mismatch to see how the employee preserves the evidence and assigns a reviewer.
Video KYC workflow
Identity capture
Identity documentWaiting for consent
Purpose explained · access controlled
01 / Consent
Explain the session. Capture consent.
Record the session purpose and consent before collecting identity evidence.
Case stateConsent recorded
Video sessionVerification caseOnboarding system
Open verification case
Capture and coordination: AI workforceIdentity decision: authorised owner
DESIGN AROUND THE JOB
Identity verification that stays connected to onboarding.
Start with the responsibility and the systems it touches. Confirm the supported experience, operations and boundaries for your deployment.
Lending onboarding
Collect identity evidence against the application reference and route incomplete or inconsistent records for review.
Identity verification does not approve a loan or replace underwriting.
Insurance onboarding
Help applicants complete the identity steps required for their product and preserve the session outcome with the application.
Policy eligibility and issuance remain separate decisions.
Periodic identity refresh
Invite eligible customers to refresh required evidence and track outstanding steps against the existing account.
The refresh scope and contact rules come from your approved policy.
VERIFIED WORK
A completed session is not an approved identity.
Make the expected action, record and authority visible. Attempted, completed and unresolved work should not be reported as the same outcome.
| Work element | What to capture | Boundary to preserve |
|---|---|---|
| Consent and session | Purpose, consent record, session reference and timestamps. | Explain collection and recording before capture; handle withdrawal. |
| Identity evidence | Required document fields, capture quality and evidence references. | Restrict access and retain only what the approved policy requires. |
| Verification checks | Results from configured document, face-match or liveness services, where enabled. | Missing, inconclusive and failed checks must remain distinct. |
| Reviewer decision | Decision, rationale, reviewer identity and outstanding actions. | AI assistance does not bypass an authorised officer where one is required. |
| System update | Persisted case status and acknowledgement from the destination system. | Do not mark onboarding complete when a write fails or a decision is pending. |
BEFORE PRODUCTION
Test the difficult cases, not only a clear document.
Use representative cases and deliberate failures to test the experience. Evaluate what the employee actually does as well as what the customer sees.
Poor capture or connection
Test blurred documents, low light, interrupted sessions and retries. Keep the application state intact and offer a supported recovery path.
Mismatched identity details
Check how differences between the document and application reach a reviewer, with the conflicting fields and source evidence attached.
Consent and access
Verify the recording notice, withdrawal process, role-based evidence access and retention behaviour against your approved requirements.
Check and write failures
Test unavailable verification services and failed case updates. Preserve an unresolved state and a named recovery owner.
A SCOPED PATH TO LAUNCH
Define the job. Connect it. Prove it works.
Agree the prerequisites and acceptance criteria with the business and technical owners. Expand responsibility only after reviewing outcomes and unresolved risks.
Scope
Choose the role, outcome, eligible inputs and exceptions.
Output: responsibility and authority mapConnect
Confirm supported channels, data access and system operations.
Output: reviewed configuration and accessEvaluate
Test routine work, ambiguity, failed actions and human handoffs.
Output: case-level evidence and open issuesOperate
Name the owner, review triggers and pause or recovery procedure.
Output: bounded release and operating planTWO WAYS TO START
Hire a role. Or design your own.
The capability supports the employee’s responsibility. It does not replace the need for a clear job, permitted tools and an accountable owner.
Explore pre-built employees
Choose a defined role and scope the capabilities and connections needed for your team.
Explore the workforce →Build a custom workforce
Design the job around your process, then connect the relevant channels, systems and handoffs.
Build your workforce →BUYER & IMPLEMENTATION QUESTIONS
Know what the experience needs to deliver.
What is Video KYC?
Video KYC is an identity-verification workflow that brings consent, video-session evidence, document checks and an authorised decision into a recorded case. UnleashX coordinates the work and system updates within the authority configured for the deployment.
How is Video KYC different from Video Agents?
Video Agents support guidance, education and customer assistance. Video KYC is a dedicated identity-verification workflow, with document evidence, configured checks, review decisions and a recorded case outcome.
Can AI approve every KYC case autonomously?
No. The workflow can coordinate outreach, capture, supported checks and record updates within configured authority. Final decisions follow your approved policy, including an authorised human officer wherever required.
Does Video KYC include face matching and liveness checks?
The workflow can incorporate these checks through the verification services selected for your deployment. Confirm supported providers, check types, thresholds and failure handling during integration. Their results form part of the case evidence, not an unconditional approval.
What happens when a document does not match the application?
The affected verification step is held. The reviewer receives the application reference, conflicting fields, available evidence and the decision needed. The customer receives the appropriate next step without being told that verification has passed.
Where does the verification outcome go?
Connect the case-management, onboarding or customer-record system that owns the process. Agree its permitted fields and statuses, then verify that the intended update was saved before reporting completion.
How do we measure the workflow?
Measure completion and abandonment, recapture requests, review turnaround, unresolved cases and successful record updates. Evaluate verification quality with labelled test cases and the selected check provider before increasing traffic.
How are recording and retention handled?
Agree the consent notice, storage location, access roles, retention period and deletion process before launch. Configure these for the selected systems and verify them with the teams responsible for privacy and security.
Can we start with a pre-built employee?
Yes, start by choosing the responsibility from the workforce listing, then confirm the channel, system connections and operating boundaries needed for your use case. A pre-built role is a starting point for scoping; it does not eliminate integration, access or evaluation requirements.
What is needed before launch?
Agree the workflow outcome, permitted data and actions, exception owners and supported configuration. Test normal, ambiguous and failed cases in an approved environment. Review final records and release criteria before production; there is no universal implementation-time promise.
CUSTOMER REVIEWS ON G2
From conversations to completed work.
4.9/ 5
1 / 7
BRING ONE REAL WORKFLOW
Make identity verification part of a connected onboarding journey.
Share the intended outcome, systems and exceptions. We’ll map the capability to a defined responsibility and a supportable operating model.