Live Video KYC

Live verification handled as part of onboarding

Live Video KYC is a remote identity verification service for businesses that open accounts online or need a human check before a customer is accepted. The process is built around a short guided video session, where the customer is taken through each step, the ID document is captured clearly, and the agent checks that the person on screen matches the document and supporting details.

In practice, this works well where your team needs an added layer of customer due diligence without pulling the applicant into a branch. It suits banks, insurers, lenders, managed service providers, letting agencies, marketplaces and any operation that needs a traceable visual check before onboarding continues. Consent, record keeping and session handling can be built into the workflow so the process sits neatly inside your internal controls and POPIA aware records management.

Session formats and operating options

Live Video KYC can be set up in different operating sizes, depending on how many applications you handle and how your staff are arranged. Some clients only need the verification queue and scripted agent handling, while others need full workflow mapping, API coordination and staff training for a larger onboarding team across South Africa.

• Single-session verification for low volume onboarding teams
• Scheduled sessions for higher traffic customer intake
• Agent assisted sessions with a fixed script and escalation path
• Integrated verification flow for customer portals and internal CRM tools
• Pilot launch support before full roll out across branches or regions

For Rosebank, Johannesburg based operations serving Johannesburg, Pretoria, Cape Town, Durban and Gqeberha, the format often depends on your documents, call handling and approval steps. Midrand and Sandton clients often ask for a tighter script and reporting structure where internal review teams need a clean handover after the session.

What the agent checks during the call

The live session is not just a video call. It is a controlled verification event with a set order, so the agent can check the person, the document and the quality of the capture without rushing the process. Our team can help design the script, the staff prompts and the escalation route when an image is unclear or a detail does not match.

• Visual match between the person and the ID document photo
• Document features such as corners, print quality and visible data fields
• Face comparison using the live camera view and still capture points
• Liveness cues to reduce the risk of a static image or recording
• Consent wording, session notes and record keeping for audit trails

That structure is useful where your onboarding staff need consistent handling from one case to the next. It also helps when different teams are reviewing the outcome later, because the notes and checks are captured in the same format each time.

Integration work for online onboarding teams

Live Video KYC often sits inside a wider onboarding journey, so the technical side matters. PersonVideo ID can support workflow mapping, integration planning and API coordination where your digital form, case management system or account opening platform needs to pass the customer into a live verification step and then receive the result back into the file.

Where required, we can also help with go live stabilising, change request support and operational reporting so the process stays workable once it is in daily use. The aim is to keep the handoff between your system and the verification team neat, with the right status codes, notes and escalation points for your internal reviewers.

• API and workflow mapping for customer onboarding flows
• Staff training for internal teams and partner administrators
• Quality monitoring and escalation design for exceptions
• Operational reporting for completed, failed and escalated sessions

Care, record handling and session discipline

The care side of Live Video KYC is about keeping the capture clear and the records tidy. That includes a stable camera view, readable lighting on the document, careful handling of customer consent and a controlled store of session records where your policies allow it. For teams operating under FICA related customer due diligence, the process should sit inside your own verification rules and internal approvals rather than loose ad hoc checks.

When the process is managed well, there is less back and forth inside the onboarding queue and fewer incomplete files for staff to chase. Quality monitoring also matters, especially where multiple agents are handling the same flow across branches or across provinces. We do not treat this as a casual call, it needs a script, a review path and clean notes.

Details to confirm before you place the workflow

Before setting up Live Video KYC, it helps to confirm the document types, the customer journey and the handover points in your own process. That keeps the build practical and avoids last-minute changes when your team starts using it. It also makes it simpler to choose between one verification path or several paths for different customer groups.

• Which ID documents and supporting proofs your onboarding team accepts
• Whether the session is live only or tied to an existing application form
• How agents should record consent, exceptions and failed checks
• What internal team receives the outcome after verification
• Whether you need refresh training for staff after the first launch phase

Our office in Rosebank works with clients across Johannesburg, Pretoria, Cape Town, Durban and Gqeberha, with support for local teams in Sandton and Midrand too. If your process needs a cleaner script, better handover notes or tighter verification discipline, the service can be shaped around the way your team actually works.