Agent-led video identification for step-up onboarding
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Solution built around VidentOn
Wealth Management
Swiss Wealth Management Firm
Overview
Agent-led video identification implemented as a controlled step-up in the onboarding journey, following document capture and prior to sensitive actions such as account activation or signing.
Challenge
Certain onboarding profiles—such as cross-border customers, higher-risk cases, or exceptions flagged by policy—required enhanced assurance beyond automated checks. The client needed a human verification step that was consistent, traceable, and defensible, without introducing unstructured video calls or operational friction.
Solution
Using VidentOn, the onboarding flow introduced guided, agent-led video verification for step-up scenarios. Agents followed structured checks, including liveness prompts and ID consistency review against previously captured documents. Decisions and session context were logged and linked to the onboarding case to support traceability and review.
The solution integrated with identOn, and SignOn to ensure a smooth transition between automated verification, agent-led review, and downstream signing where required.
Outcome:
- More consistent handling of higher-risk and exception cases
- Clear decision traceability across agent-led verification steps
- Reduced exposure to impersonation risk compared to document-only onboarding
Product Scope
Title text
Agent-led verification flows
Introduce a controlled human verification step for higher-risk onboarding cases, increasing assurance without disrupting the customer journey.
Decision logging
Record verification outcomes in a structured way to support clear accountability and faster case review.
Session traceability
Maintain a complete record of each verification session to strengthen oversight and support internal controls
Integration with onboarding
Connect agent-led review directly to the onboarding flow to enable smoother case handling and fewer manual handoffs.
Signing workflows
Enable a seamless transition from enhanced verification to signing, reducing delays in sensitive onboarding steps.