Case Processing
Review & Audit
Case Processing evaluates a case using automated and, where needed, human review to perform fraud and financial crime checks, request additional information if required, and produce a final decision with a compliant CDD Report.
Every case is first processed by our AI agent and, if it cannot assign an automated outcome, the case passes to a human agent. Human agents manually review cases flagged by the AI agent to perform additional anti-fraud and anti-financial crime checks. They may send complex, poor quality, or incomplete cases back to you to request more information. Each case is then assigned an outcome and we generate a detailed, fully compliant, evidenced CDD Report.
Case Processing
Features
Case Processing includes the following features:
| Feature | Description |
|---|---|
| Checks library | Configure checks to validate more than 200 data points. |
| Automatic case assignment | The portal automatically assigns cases to human agents based on a predefined set of filters, e.g. product/solution, hit type, SLA time, and Business Partner. |
| Case categorization | To streamline workflows, cases are split into unassigned, assigned, and pending second opinion categories. |
| Time tracking | Human agents can set their work status to track their activity and productivity. |
| Outcome management | Human agents can approve, reject, and update check outcomes. |
| Real-time AI agent double-check | The AI agent rechecks any data point updated by a human agent. |
| Responsive video viewing | Human agents can automatically play and pause selfie and document videos, change the playback speed, and enlarge the video frame. |
| Responsive image viewing | Human agents can compare a series of images next to each other, adjust the view of images taken at difficult angles to make them easier to read, and zoom in up to 100 times. |
| Google Maps and Street View integration | Human agents can perform additional checks on locations. |
| Data correction | If we detect any errors in information entered by the client, we correct it in line with their ID document. The CDD Report contains both the original and the corrected values. |
| Escalations | Human agents can escalate complex cases to supervisors. The portal creates an audit history of when, how often, and why cases are escalated. |
| Four-eyes review | A second human agent performs an extra check on cases with: • A high-risk geolocation to ensure the client isn't applying from a sanctioned country. • Low scores for facial recognition and document image sharpness |
| Human review (optional) | If recommended by your regulator (e.g. BaFin) you can configure for a human agent to review every case, even those successfully processed by the AI agent. |
Our default service-level agreement (SLA) states that we must process 80% of cases per month within 5 minutes.
So far, we have never failed to meet this.
We have proven we can handle extreme growth while upholding the SLA.
Updated 8 days ago