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Imagine trying to secure a ₹5000 loan, but your camera refuses to work. Or imagine spending three days waiting for an agent who never shows up on the call. For millions of people, this is what KYC feels like to them: frustrating, confusing, and frankly unfair.
When we dug into support tickets, scrolled through Reddit threads, and pored over user reviews, a pattern emerged: Video KYC wasn’t failing because of just technical issues, but it was failing because it wasn’t built for India, not for real people.
It was not even built for small business owners in a Tier 3 city, nor for gig workers on a budget with an Android phone, nor the everyday user juggling patchy 2G networks and language barriers.
Here is what we keep hearing from people:
- “My KYC failed. No update. No retry. No clarity.”
- “I waited 20 minutes. No agent showed up. Tried again the next day, same result.”
- “I did everything right. Still rejected. And now I need to start from scratch.”
These aren’t rare; instead, they have become the norm nowadays!
Discovering Pain Points for Every Stakeholder
- No second chances: Most tools drop the ball if the camera fails, or the lighting is off, or the user disconnects. No retry, not fallback, just a full stop. For many, that means giving up altogether.
- Users show up, agents don’t: Users are ready, but agents are missing. No automated reassignment, no escalation, no feedback, no support. What should be a five-minute process turns into a 3 day delay or a dropped application.
- Fraud is evolving smarter than the tech: Fraudsters are using deepfakes & replay attacks, but most solutions rely on basic liveness checks that are easy to bypass.
- Too many dashboards, not enough insights: Agent & Auditor dashboards don’t synchronise with each other. So when the drop-offs spike in rural areas or fraud rates climb, none of them knows why.
Building the Solution with a Purpose
In 2025, KYC should be seamless, yet it remains fragile, especially when it impacts access to loans, savings, and dignity.
It’s not just about “face match.” It’s about enabling anyone, anywhere in India, to prove their identity quickly, safely, and without confusion, so they can access financial products and opportunities.
Which translates to:
- No waiting for agents
- No English-only interfaces
- No guesswork on why a call failed
- No fraud slipping through the cracks
Introducing India’s first AI-Native multilingual Video KYC
Secure ID Video KYC was purpose-built to address all these gaps, not just as another tool, but as a solution to the broken status quo. We saw the frustration in every dropped application and every abandoned process.
Unlike most Video KYC tools, which become a call centre software with a hint of AI, we rebuilt the stack based on real user behaviour.
The result: fast, reliable, multilingual, and inclusive KYC that works across India’s diverse tech landscape, from budget devices to varying network speeds.
Four Non-Negotiables we built for:
- Works in the real world: If it doesn’t work on an Rs 5000 Android phone with 2G, it’s not inclusive. Ours is tested across 10,000+ devices & unreliable networks.
- Guides in the user’s own language: Voices & text support in 20+ Indian languages. This isn’t a feature, but a necessity for Indian consumers.
- Recovers from failure: Camera issues? Power cut mid-call? Agent no-shows? Our AI guides users back, retries automatically & reschedules if needed.
- Blocks fraud real-time: We stop deepfakes, spoofing, & tampered docs before approval & not after.
How Secure ID Video KYC Works
We reimagined every step, not just for compliance, but for better conversions & lower costs.
1. Pre-VKYC Checks | Where Most Drop-Offs Happen
What usually breaks:
- Aadhaar OTP fails & the user has no backup path.
- Users fill out long forms on tiny screens.
- If they drop off, they are just gone. No reminders, no retries.
What we built:
- Mobile Number-Based Prefill via 1-Click Onboarding: Fully compliant with DPDPA, users simply enter their phone number, provide consent, and we pre-fill their KYC data from verified sources. Eligibility checks for borrowers and pre-video call authentication are completed in just 1-2 minutes. Consent-based verification ensures full compliance with DPDPA and KYC guidelines.
- Nudge Engine: If a user drops off mid-flow, we automatically send personalised nudges via WhatsApp, SMS, and email, with one-click links to resume the process. This reduces video call no-shows by 45%, improving completion rates and ensuring a smoother user experience.
2. Agent-led Video Call | The Heart of Verification
What usually breaks:
- Long waiting time. Approx 10 to 15 minutes.
- No rescheduling or retry of the agent that doesn’t join
- Camera or microphone issues mean instant failure with little to no resistance
What we built:
- 1-Minute Matchmaking: Our smart agent router minimises wait times to under 1 minute by dynamically allocating agents. This improves user experience and reduces frustration, which in turn boosts conversion rates and engagement.
- Live AI Assistance: For end-users, AI cues guide them to adjust their face, ID, and lighting, while internet bandwidth is optimised automatically, to prevent drops.
For agents, the dashboard displays pre-filled user information and high-precision AI checks for liveness, face match, name match, and more, flagging discrepancies or fraud attempts in real time. This ensures smooth, error-free video calls, improving KYC completion rates by 80% and significantly reducing fraud. A key impact of this feature is agent productivity. With AI assistance, agents can now close up to 200 calls per day, increasing efficiency and reducing manual intervention.
- Intelligent Fallback: If a user’s mic or camera fails, they receive language-specific prompts. If the issue persists, the system escalates or offers rescheduling options based on the user’s availability. This helps minimise drop-offs caused by technical failures, ensuring that users stay engaged with the process.
- Nudging Engine: Our built-in nudging engine allows you to schedule reminders for users to join the call – 1 day before, 30 minutes prior, or if they drop off during the call. This reduces video call no-shows by 45%.
- Multilingual Support: Every prompt and message is shown and spoken in the user’s preferred language, breaking the “English-only” barrier.
3. KYC Review & Decision | Where Most Tools Go silent
This is how the Auditor can review and make decisions with a frictionless user Interface.
What usually breaks:
- No real-time audit trail
- Auditors spend hours reviewing the clean session manually
- Users don’t get updates or even know why they were rejected.
What we built:
- Automated compliance logging: Every session is recorded, geo-tagged, timestamped, & stored securely as per RBI KYC Master Direction.
- Smart risk flags: Fraud patterns, mismatched documents, or suspicious behaviour get flagged for quick review.
- Instant user feedback: Users are notified immediately on application status – no more waiting in the dark.
- Unified audit dashboard: Compliance teams see everything in one place: sessions, drop-offs, fraud risks, agent performance.
4. Merchant Control Centre | Where Growth Meets Governance
What merchants often lack:
- Centralised access to session data
- Real-time audit compliance tracking
- Flexibility to adapt KYC workflows without dev involvement
What we built:
- Unified Dashboard: A single platform for agents, auditors, and merchants to track sessions, drop-offs, audit status, and agent performance.
- Custom Workflow Builder: Merchants can reorder KYC steps or introduce and remove logic without writing code.
- Auto-Generated Audit Trails: Every session is geo-tagged, timestamped, encrypted, and stored per RBI norms, instantly available for compliance checks.
Why Switch to Secure ID Video KYC
If you are in lending, payments, insurance, or banking, you know the pain of a dropped user.
For every 100 applicants, 40 to 60 fail during KYC, due to the most preventable friction points.
These issues are business blockers that slow growth by reducing loan disbursals & bring damage to user trust.
Secure ID’s Video KYC tackles these issues at the root, utilising AI, fallback systems, nudges, and deep compliance, so your team doesn’t have to manually patch the gaps.
Customise to your use case
- Instant Loans on Digital Lending Apps: Transition from min-KYC to full-KYC, unlocking larger loans and lower fraud risk, with high completion rates. Users verify identity from home with consent, face match, & document capture in minutes.
- Microfinance: Rural borrowers prefer multilingual prompts, mobile-first flows, & retry support, which can be done without a laptop or high-speed internet.
- Credit Card and PPI Wallets: Quickly check borrower eligibility before the Video KYC call. Confirm consent in one session, reducing drop-offs and staying 100% compliant.
- Bank Account Opening and ReKYC for Large Banks, NeoBanks, and Fintechs: Plug in via API or SDK. Go live in days, not months. No need to reinvent compliance or worry about audit trails.
Business Impact
The impact is already evident. Our first set of clients, including a leading digital lending app, has already seen a 3X increase in conversions. With an 80% completion rate, we’re driving high success in KYC applications, significantly reducing drop-offs.
By activating users within 4 hours and expediting KYC approval, businesses can onboard customers more efficiently, thereby boosting both operational performance and customer satisfaction.
In the end, it translates into faster disbursals, higher agent productivity, and a ₹10+ crore annual revenue uplift, all by converting more of the existing users and swiftly onboarding new ones.
Get Started with Secure ID Video KYC
No special infrastructure or lengthy tech cycles are required; you can go live in under a week.
Get in touch with us and schedule a demo by filling out this form.
Next, our team will contact you to schedule a one-on-one strategy call. Based on your requirements, we’ll tailor the best solution for your needs.
Apart from Video KYC, Secure ID features a comprehensive range of onboarding and fraud monitoring products, including ID verification (Aadhaar, PAN, Voter ID, DL, etc.), face match and liveness checks, name matching across IDs and Bank Account Details, and more.
