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.
Result
Why It Worked
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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