Intelligent routing engine that directs every customer through the optimal verification path -- automatically, based on who they are and what they need.
BASEKYC's Customer Journey & Routing engine automatically directs customers through the most efficient verification flow based on their risk profile, document type, geographic location, and applicable regulatory requirements. Instead of funneling everyone through the same rigid process, the system evaluates each session in real time and assigns the appropriate path.
Configure multi-path journeys with conditional logic, priority queues, and fallback routes. Whether a low-risk customer needs a quick document check or a high-risk applicant requires a full video interview with senior compliance officers, the routing engine handles it seamlessly.
Define risk scoring rules that evaluate customer data in real time -- geography, document type, transaction value, PEP status, and more. High-risk applicants are routed to senior agents with enhanced verification steps, while low-risk customers breeze through streamlined flows.
Build multi-branch journeys with if/then logic using the visual workflow builder. Set conditions based on document verification results, AI confidence scores, or agent decisions. Automatically trigger re-verification, escalation, or approval at each decision point.
Manage verification queues with intelligent load balancing across agent pools. Set capacity limits, define overflow rules, and configure automatic redistribution when agents go offline. Priority customers jump the queue based on your business rules without manual intervention.
Set up routing rules, risk scoring thresholds, and conditional logic using the visual journey builder. Map out every possible verification path for your product lines and customer segments.
When a customer initiates KYC, the engine evaluates their profile against your rules in milliseconds. It selects the correct verification flow, assigns the right queue, and pre-loads the required steps.
The matched agent receives the session with full context -- risk score, required documents, and compliance checklist -- already prepared. No manual triage, no wasted time. Just seamless, intelligent routing from start to finish.
Every routing decision, workflow branch taken, and step completed is logged with timestamps, responsible agent IDs, and outcome data. These immutable audit trails satisfy RBI's record-keeping requirements under the Master Direction on KYC and PMLA's mandate for traceability of customer due diligence processes from initiation to completion.
Embed mandatory compliance checkpoints directly into your verification workflows. Configure required steps such as PAN verification, Aadhaar validation, CKYC lookup, and risk categorization as non-skippable nodes in the journey. The system prevents workflow completion until all regulatory steps are fulfilled, ensuring no verification is finalized without full compliance.
Operate under multiple regulatory frameworks simultaneously. Create separate workflow templates that comply with RBI norms for banking, SEBI KRA regulations for capital markets, and IRDAI guidelines for insurance -- all from a single platform. When regulations change, update the relevant workflow template without affecting other business lines.
Configure time-based SLA rules that automatically escalate stalled verifications. If a KYC case exceeds the defined processing window, the system routes it to senior compliance officers or triggers automatic follow-up actions. This ensures adherence to RBI's timelines for customer onboarding and prevents bottlenecks in the verification pipeline.
Workflow Builder
Interface Design
Routing Logic
API Triggers
Routing Decision
Uptime SLA
Integration Method
Workflow Templates
Automate multi-step NBFC customer onboarding with conditional workflows that adapt based on loan type, risk score, and document completeness.
Route loan applicants through tailored verification journeys based on loan amount, collateral type, and applicant risk profile.
Streamline merchant verification with automated routing for business entity checks, director KYC, and regulatory documentation collection.
How automated verification workflows cut customer onboarding time by up to 70% while maintaining full regulatory compliance across financial services.
A step-by-step checklist covering every RBI V-CIP requirement -- from agent authorization and recording to geo-tagging and audit trail management.
The complete landscape of video-based KYC in India -- regulatory frameworks, implementation approaches, and best practices for compliant digital onboarding.
See how intelligent routing can cut verification times and eliminate manual triage across your entire onboarding pipeline.