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Solution · KYC & re-KYC

KYC completed, not just reminded.

Explains the document, sends the V-KYC link, follows up until done — Hindi, Hinglish, Marathi, Tamil.

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RBI KYC Master DirectionDPDP Act 2023TRAI / DLT
KYC & re-KYC
Nanda Devi, Panwali Dwar and Baljuri from Mukteshwar, Uttarakhand

Frozen accounts are a service failure that starts with an unread SMS.

Customers ignore KYC messages because they don't know what is needed, or fear a branch visit.

How the agent handles it

Explain, guide, follow up.

01 · Explain in plain language

Explain

Why re-KYC is due, no charge, what lapses. Compliance lines verbatim.

02 · Guide to the right path

Guide

V-KYC link on WhatsApp, or branch with timings and documents.

03 · Follow up until done

Follow up

KYC status checked before every follow-up; stops the moment it is complete.

One call, step by step

Aman on a Re-KYC call.

Outbound call · hi-IN · kyc
Aman · FormantAI agent · Outbound · Hinglish · Re-KYC00:41
  1. 00:03
    Opening & disclosure
    Namaste, main Aman, [Bank] se. Yeh call record ho rahi hai. Rekha ji, aapke account ki re-KYC 30 September tak due hai — koi penalty nahi, bas ek chhota update.
  2. 00:14
    Guide video-KYC

    Customer Kya karna padega? Branch jaana hoga?

    Nahi, ghar se ho jayega. Main WhatsApp par video-KYC link bhejta hoon — PAN aur Aadhaar paas rakhiye, 5 minute lagenge. Ya aap branch bhi ja sakti hain.
  3. 00:28
    Confirm & close

    Customer Link bhej do.

    Bhej diya. Agar koi dikkat aaye toh isi number par call kar sakti hain. Dhanyavaad!
stage: explain → vkyc_linkdocs: PAN, Aadhaar (names only)no_pii_spoken ✓follow_up: T+3 if pending
Compliance built in

No sensitive number ever spoken.

The agent names documents, never numbers. Aadhaar and PAN digits are never requested or read aloud on a call; any accidental utterance is masked in the transcript and audio.

audit log · kyc · per call
Call events
12:20:01ai_disclosurelang=hi-IN · verbatim✓
12:20:05kyc_statusdue=2026-09-30 · pending✓
12:20:20vkyc_link_sentchannel=whatsapp✓
12:20:22fraud_awareness_lineverbatim ✓✓
12:20:25follow_up_scheduledT+3 · only_if_pending✓
12:20:26pii_checkdigits_spoken=0✓
Enforced by the engine
  • AI and recording disclosure at call start
  • Document names only — no Aadhaar, PAN or account digits spoken or requested
  • Fraud-awareness line: bank staff never ask for OTP or PIN
  • Status checked before every follow-up call
  • Complete audit log per call
RBI KYC Master DirectionDPDP Act 2023TRAI / DLTExportable
Full control mapping
Integrations

Trigger → action → outcome.

workflows · kyc
TriggerActionOutcome Re-KYC due list generatedAgent calls, explains, sends V-KYC link or branch detailsChoice and status written to CRM; follow-up scheduledV-KYC completedFollow-ups cancelled, thank-you sentNo unnecessary callsCustomer confused or elderlyAgent offers branch appointment or transfers to a humanAppointment booked with transcript
What we measure

Every pilot ends with a number.

1
call to explain, send the link and set a follow-up
0
sensitive numbers spoken aloud
T+3
day follow-up if status still pending
100%
of the due list contactable in the window

Illustrative framing; pilot numbers replace these. confirm

Reported weekly
KYC completion
% within window
vs. SMS-only
Branch deflection
V-KYC ÷ total
Account freezes
Δ count
vs. previous cycle
Cost per completion
₹
KYC & re-KYC

Turn KYC reminders into KYC completions.

Share one due-list cohort and your KYC script. We return a working agent and a measurement plan.

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Engineering

Scope it with an engineer

Bring your scripts, your systems and your regulator's checklist. We map the integration and the controls before the pilot starts.

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