Customer Onboarding Agent
Guides customers through policy selection, KYC, and onboarding
Description
Challenge:
The onboarding phase is a critical touchpoint in the customer journey—but it’s often bogged down by manual data entry, document verification delays, policy confusion, and incomplete applications. These gaps lead to drop-offs, longer turnaround times, and inconsistent compliance. The Customer Onboarding Bot addresses this by automating the entire process—from data capture and identity verification to product explanation and consent collection—ensuring a smooth, guided experience for new policyholders while meeting regulatory and underwriting prerequisites.
How It Works:
Once a lead is generated, the agent initiates an onboarding session across digital touchpoints. It collects demographic, financial, and health declarations in a structured format. Using integrated KYC APIs and document verification tools, it validates identity and compliance. It then guides the customer through policy options based on their profile—highlighting premium ranges, coverage benefits, and rider applicability. The bot ensures that mandatory documents are uploaded, consent is recorded, and all inputs are in place for underwriting or issuance handoff. Nudges are triggered automatically in case of inactivity or missing inputs, preventing drop-offs.
Benefits:
Automates 85–95% of onboarding activities across products
Reduces onboarding time from 40 minutes to ~15 minutes
Increases application completion rates by up to 60%
Achieves 100% KYC compliance before case submission
Ensures 90%+ accuracy in product fit and eligibility checks
Enhances customer understanding with simplified policy walkthroughs
Minimizes manual errors, missed steps, and disengagement
Features
The Customer Onboarding Bot transforms onboarding into an intuitive, guided experience. By connecting customer inputs with real-time KYC checks, document prompts, and eligibility engines, it accelerates policy onboarding while ensuring every requirement is met. It operates across channels—web, mobile, and partner platforms—enabling seamless data capture and compliant handoff to underwriting or policy issuance.
Features & Capabilities:
Smart Form Assistance: Dynamically adapts data entry fields based on customer profile and policy type
KYC & ID Verification: Integrates with Aadhaar, PAN, and Digilocker APIs for real-time validation
Product Recommendation Engine: Suggests suitable policies based on age, health, and income
Consent & Acknowledgment Capture: Records timestamped approvals for data usage and communication
Document Checklist Prompter: Provides tailored upload prompts for salaried or self-employed individuals
Drop-Off Detection & Follow-Up: Sends automated nudges via email/SMS for incomplete sessions
Eligibility Pre-Check Engine: Validates age, income, and health disclosures against product matrices
Welcome Call Scheduling: Optionally triggers appointment setting with advisors
Escalation to Underwriting: For cases needing additional checks or exceeding thresholds
Eligibility Logic
Decision Logic Flow:
The onboarding bot follows a rule-based flow to validate customer eligibility and completeness. Each rule ensures that product selection, document submission, and consent gathering are aligned with policy, regulatory, and underwriting standards—enabling a frictionless journey from lead to case creation.
Key Logic Pathways Followed:
Age & Product Fit Rule: → If customer is <18, restrict certain riders or policy types.
KYC Rule: → Aadhaar and PAN must be verified before onboarding completes.
Income Justification Rule: → Validate declared income against sum assured band; if mismatch, prompt additional documents.
Mandatory Documents Check: → Based on employment type, prompt income proof or business financials.
Consent Validation Rule: → Record opt-in for data storage, policy updates, and regulatory disclosures.
Drop-Off Timer Rule: → If session idle for >30 minutes, auto-remind customer to resume onboarding.
