Velobank – Automating Support & Onboarding in Fintech

Voice & Chat AI Agent, Fraud Detection Automation, KYC Workflow Optimization

Client

Velobank

Industry

Digital Banking / Fintech

Services deployed

Voice & Chat AI Agent

KYC Workflow Optimization

Fraud Detection Automation

Velobank is a fast-growing digital bank serving thousands of small and mid-sized businesses (SMEs) across West Africa. With a focus on mobile-first banking, they offer services like business accounts, transfers, loans, and invoice financing all through digital channels.

As its user base grew, Velobank began facing scalability issues across its support and onboarding functions. Their human support team was overwhelmed with repeated questions, KYC verifications were delayed, and they had limited capacity to detect and manage fraud in real-time interactions.

To maintain trust, efficiency, and scalability, Velobank partnered with us to implement a fully custom AI-powered agent trained on their internal SOPs, fraud detection rules, and brand tone delivered across voice, chat, and web

Key Challenges

01

Long Wait Times for Customer Support

Velobank’s support team was flooded with repetitive inquiries related to account setup, transaction limits, document uploads, and password resets. Wait times during peak hours exceeded 15 minutes, causing customer frustration and drop-offs.

02

Manual KYC Process Delays

Their KYC verification process was manual, requiring human agents to review uploads, validate ID formats, and cross-check information. Onboarding often took up to 48 hours which was far too long for digitally native users expecting instant access.

03

Limited Fraud Monitoring in Conversations

Fraudulent actors attempted to bypass verification or mimic legitimate queries to manipulate the system. Without live fraud detection during customer conversations, Velobank was missing early warning signals.

Solutions

Tailored, Multilingual AI for Support & Security

We deployed a fully customized, voice-enabled AI system designed specifically for Velobank’s infrastructure, use cases, and compliance standards.

Step 1: Discovery & Knowledge Mapping

Conducted deep discovery workshops with their CX, compliance, and tech teams.

Mapped key customer journeys and high-volume inquiries.

Collected and structured internal knowledge

Customer support SOPs

KYC decision trees

Common fraud patterns

Email/WhatsApp/chat transcripts

Brand tone, approved phrases, and escalation criteria

Step 2: AI Agent Development & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 3:  Multichannel Deployment

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4:  Continuous Optimization & Monitoring

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 1: Discovery & Knowledge Mapping

Conducted deep discovery workshops with their CX, compliance, and tech teams.

Mapped key customer journeys and high-volume inquiries.

Collected and structured internal knowledge

Customer support SOPs

KYC decision trees

Common fraud patterns

Email/WhatsApp/chat transcripts

Brand tone, approved phrases, and escalation criteria

Step 2: AI Agent Development & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 3:  Multichannel Deployment

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4:  Continuous Optimization & Monitoring

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 1: Discovery & Knowledge Mapping

Conducted deep discovery workshops with their CX, compliance, and tech teams.

Mapped key customer journeys and high-volume inquiries.

Collected and structured internal knowledge

Customer support SOPs

KYC decision trees

Common fraud patterns

Email/WhatsApp/chat transcripts

Brand tone, approved phrases, and escalation criteria

Step 2: AI Agent Development & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 3:  Multichannel Deployment

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4:  Continuous Optimization & Monitoring

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Result

Why It Worked

We trained the AI on Velobank’s real content and business logic, not generic flows.

We trained the AI on Velobank’s real content and business logic, not generic flows.

We trained the AI on Velobank’s real content and business logic, not generic flows.

Multilingual support made it accessible to more users

Multilingual support made it accessible to more users

Multilingual support made it accessible to more users

Voice + chat integration meant the AI could serve users however they preferred.

Voice + chat integration meant the AI could serve users however they preferred.

Voice + chat integration meant the AI could serve users however they preferred.

Real-time fraud detection added a security layer without needing more staff.

Real-time fraud detection added a security layer without needing more staff.

Real-time fraud detection added a security layer without needing more staff.

50%

of support tickets were resolved without human agents

65%

 KYC response time reduced by

14%

increase in new user signups

3X

more fraud attempts detected via AI conversational triggers

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© 2025 Instict. All Rights Reserved.

Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.

Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.