Onboarding completion up 27% with conversational KYC

The challenge

The neobank's mobile onboarding leaked 41% of applicants. The forms were long, KYC steps were confusing, and users hit a wall, unsure why a document was needed or what to do next, and simply abandoned, often for good.

Every drop-off was a fully-paid acquisition cost walking away one step before activation, and the abandoned applications just sat there with no one re-engaging them.

Static forms can't explain themselves or recover a stalled user, so the funnel quietly bled at exactly the moment of highest intent.

The solution

A conversational KYC agent now guides applicants through onboarding and recovers the ones who stall:

• Guided, not form-dumped, the KYC Concierge Agent walks users step by step in in-app chat, explaining why each piece is needed so confusion stops causing abandonment.
• Real-time document validation, the agent validates documents as they're submitted, catching errors immediately instead of failing silently later.
• Stalled flows recovered, when a user goes quiet mid-onboarding, Follow-ups re-engage them on WhatsApp to finish where they left off, recovering paid-for applicants who would otherwise be lost.
• Compliant by design, the instruction built and battle-tested in the Configuration Wizard keeps the KYC flow accurate and consistent.
• Edge cases to a human, anything the agent can't validate routes to a compliance officer via Hand-off Control with full context.

Onboarding completion rose 27%, because users finally understood each step and stalled applicants got pulled back instead of written off.

What was deployed