Video AI eKYC with liveness and on-call document capture turned a drop-off-heavy onboarding into a guided, same-session completion, cutting cost per issued policy on a new-business motor line.
A new-business motor line converted interest well, then lost people at exactly the step that mattered: identity and document verification. Customers abandoned half-finished forms, uploaded blurred documents, or dropped a video call the moment it felt clumsy.
Each abandoned application still carried its full acquisition cost. The onboarding funnel was not a rule problem; it was a completion problem, and every drop pushed the cost per issued policy higher.
Agentic Universe ran a guided Video AI eKYC journey. The agent walked each applicant through liveness capture and document upload in real time, checked image quality on the spot, prompted a retake when needed, and matched the document to the applicant before the case moved forward.
Straightforward applications completed in a single session. Only the cases that genuinely needed a reviewer reached one, and they arrived with a clean, verified package rather than a raw upload.
This is an agent that completes onboarding, not a form that hopes the customer will. It reads image quality and liveness signals as the applicant goes, so a bad capture is fixed on the call instead of bouncing back days later. It speaks the applicant's language, adapts to code-mixed speech, and escalates low-confidence or high-risk cases to a human with the context already assembled.
Every frame, document and decision is captured and exportable for audit.
The journey ran within KYC and data-handling rules, with consent captured and every step logged. High-risk or low-confidence verifications carried human sign-off, and the agent never issued outside policy. Because the trail is complete by default, a compliance reviewer can reconstruct any onboarding end to end in seconds.
The line cut onboarding drop-off, completed more applications in a single session, and brought down the cost per issued policy, without adding a verification team. Reviewers spent their time on genuine edge cases rather than chasing retakes.
In new business, the verification step is where good intent turns into a lapsed application. An agent that guides, checks and finishes eKYC on the first attempt, and hands the hard cases to a human with full context, turns onboarding from a leak into a conversion.
Deployed under NDA and anonymised at the customer's request. Named references available in your segment on request.
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