SmartKYC - Comprehensive customer identification support solution

In the digital era, remote customer identification (eKYC) is increasingly being widely applied, bringing convenient experiences to users.

Although designed to be as user-friendly as possible, not all customers can complete the process smoothly on the first try. Many external factors can affect the eKYC experience, such as lighting conditions, camera quality, poor internet connection, old or unclear documents, or even incorrect user actions. Therefore, a complete eKYC solution must not only perform well during the identification process but also be equipped with support mechanisms to connect users with the bank’s support team for timely assistance.

So how can this issue be solved? Let's explore SmartKYC – a comprehensive and effective eKYC solution that not only helps you identify customers quickly and accurately but also includes post-identification support features to help maintain and strengthen relationships with customers.

Challenges & Consequences

Most existing solutions only meet the basic requirements of extracting information from documents and matching facial features, without any mechanism to support the customer journey after identification. This causes businesses to miss out on potential customers who intend to use their services. Additionally, concerns about fake customers are pushing companies to tighten fraud detection thresholds, unintentionally making the process more difficult for legitimate customers. This results in the following challenges and consequences:

• Risk of losing customers to competitors

Statistics show that businesses can lose 10–15% of potential customers if they fail to ensure a seamless experience from identification to successful account opening. Customers can easily switch to other providers if they feel neglected or unsupported.

• Resource and time-consuming

If alternative methods such as phone calls, emails, text messages, or in-person appointments are required to support customers, businesses will need to invest significantly in staffing for support and operations. These methods are often ineffective, hard to scale, difficult to manage customer support data, and especially risky in terms of data security.

• Reduced credibility and service quality

Without prompt and professional support, businesses will struggle to gain customer trust and satisfaction. This negatively affects your reputation and brand image in the market.

SmartKYC Solution

With over 18 years of research and implementation experience with domestic and international partners, GMO-Z.com RUNSYSTEM has developed SmartKYC – an advanced and modern eKYC solution that uses Artificial Intelligence (AI) to identify customers remotely in a fast, accurate, and secure manner.

One of the outstanding features of SmartKYC is its video KYC function – a feature that allows direct video calls with end customers to provide support when needed.

• Resolve issues when customers cannot complete eKYC successfully
• Directly confirm customers’ personal information
• Guide customers through the next steps after identification
• Answer customer questions or concerns
• Strengthen and enhance customer relationships

SmartKYC’s video KYC has many advantages over other support methods, such as:

• Call data is encrypted and secure, preventing leaks or misuse
• Call content is recorded on your system for future audits or reviews