Agent Assisted Retries

When the first capture is not good enough

Agent Assisted Retries is the recovery step used when an ID image is blurred, the face is out of frame, glare hides the document, or the call drops before the check is complete. The same guided session is used again, but the customer gets clearer prompts and the agent watches the capture more closely so the document set is usable for review and record keeping.

This is part of day to day video KYC work for South African onboarding teams that need a practical second pass, not a full restart. It suits customer openings where the person is online, the document must be captured properly, and the verification file has to stay tidy enough for later audit or internal checks.

What the retry process covers in practice

The retry flow is built around short, controlled steps. The customer is asked to steady the phone or laptop, move to better light, hold the ID flat, and turn the face to camera for a live comparison. The agent can ask for a fresh document frame, a closer face view, or a slower movement if the first attempt left gaps in the record.

• Repeat document capture when the image is soft, cropped, tilted or overexposed
• Repeat face match when the face is partially hidden, too dark, or not centred
• Repeat liveness prompts where the motion or blink sequence is not readable
• Repeat consent capture where the session record needs a clean close-out
• Repeat check notes so the audit trail stays clear for the onboarding file

Session sizes and retry options for different volumes

Some clients only need retry handling for a small flow of new accounts, while others need it built into a steady onboarding queue. The service can be set up for low volume teams, branch assisted channels, or higher volume remote onboarding where retry handling must sit inside the same scripted process each time.

Options usually include one retry attempt for a poor image, a second capture path for weak connectivity, and a supervised retry path where the agent keeps the customer moving through the session without losing the file structure. For larger operations, retry handling can be paired with workflow mapping, API coordination, staff training and operational reporting.

• Single session retry handling for small teams
• Recurring retry support for daily onboarding queues
• Escalation path for repeated capture failure
• Training notes for staff who guide customers through the retry

Where this fits in South African onboarding work

Agent Assisted Retries suits lenders, insurers, telecoms, property administrators and other businesses that open accounts online and need a cleaner verification file when the first capture falls short. It is useful in Johannesburg, Pretoria, Cape Town, Durban and Gqeberha, especially where customers use different device types and camera quality can shift from one session to the next.

It also helps teams that work with remote customers from Sandton, Midrand and wider Gauteng, where a short second attempt can save a file from being abandoned. The service is practical for businesses that need video identity checks, document capture, face comparison and recorded consent in one controlled flow.

Installation, fitting and team set up

This is a remote service rather than a physical device, so the main setup work sits in the workflow, agent scripting and system connection. We map the retry trigger, define when a session should be repeated, and set the notes or status fields that need to move with the file. Where the client uses an internal platform, API coordination can be added so the retry status is carried through to the next step.

Staff training matters here because the agent needs to know when to slow the customer down, when to ask for another frame, and when to escalate the file. For busy teams, the retry rules should sit inside the same handover path as the main verification steps, so the operator is not guessing mid-session.

Care, quality control and record handling

Good retry work depends on steady lighting, a clear camera view and a clean session record. The agent should check that the ID is readable, the portrait is visible, and the face comparison is not being forced through a poor image. Where the session is recorded, the file should be stored and handled under the client’s internal access controls, with consent capture and record keeping aligned to the business process.

Quality monitoring is useful when a team runs retries across multiple branches or channels. Small issues can be spotted early: repeated blur from one device type, a poor angle from one screen size, or a script that rushes the customer before the document is settled in frame.

• Keep the camera lens clean before the session starts
• Use a bright, even light source without glare on the ID
• Hold the document flat and fully inside the frame
• Keep the face visible for the live comparison step
• Store session records in line with the client’s retention rules

What to confirm before the retry flow is switched on

Confirm which files qualify for a retry, how many repeat attempts are allowed, and what should happen if the second capture still fails. It helps to define the agent script, the escalation route, the record fields, and the status label that marks the session as retried rather than completed at first pass. If the business uses different rules for existing customers and new accounts, those paths should be separated in the workflow.

We also confirm the device types to be supported, the document types used by the client, the language points in the script, and the reporting output needed by operations or compliance teams. That gives the retry flow a clear shape before live use, and keeps the session notes readable for internal review.