What this onboarding screen checks in a live session
This product is a guided video verification step for businesses that open accounts remotely. A customer joins a short session, holds up an identity document, and a trained agent checks the document details against the face on screen while the session is live. The process can include liveness prompts, still image capture, consent recording and secure storage of the check record for audit trails.
It suits customer onboarding where the risk profile is higher than a basic online form can cover. The screen is used as an extra layer for banks, lenders, insurers, rental teams, market places and other operators who need stronger customer due diligence in line with their own internal controls and FICA processes.
- Live agent review of ID document and face match
- Liveness checks to reduce spoofing and replay attempts
- Record keeping for consent, session notes and evidence capture
- Support for remote onboarding flows across South Africa
Session formats and screening options to fit the workflow
Not every onboarding flow needs the same depth. Some teams want a single guided verification with document capture and face comparison. Others need a fuller screening path that adds extra prompts, a second review step or stricter escalation rules for edge cases. We map the session to the risk level, the customer journey and the systems already in place.
Options are usually set by business type, product risk and how much manual review sits between application and account opening. Short sessions work for lower-friction onboarding, while tighter controls suit higher-value accounts or applications that often need manual intervention. Script wording can be adjusted for the customer tone, document types and the approval path.
- Basic guided session with ID capture and face comparison
- Extended screen with escalation prompts and quality review
- Script variants for retail, financial and service onboarding
- Custom hold points for manual decision making
Where the screen fits best in South African onboarding
Rosebank, Johannesburg teams often use PersonVideo ID where onboarding happens online but the business still wants a person to review the session before approval. It fits customer journeys that start on a website or app, then move into a controlled live check before the file is opened or handed to another team.
It is common in Johannesburg, Pretoria, Cape Town, Durban and Gqeberha for businesses with national intake and a need to keep one standard across branches. Midrand and Sandton teams also use it where volume is steady and the onboarding team needs a cleaner way to separate low-risk from higher-risk applications.
- Remote account opening with live review
- Higher risk onboarding and escalations
- Multi-branch operations needing one process
- Teams that want a documented human check before approval
Integration work, staff training and go live support
We work with the client's own onboarding flow, so the setup may involve workflow mapping, API coordination and screen design around the existing system. Jared Jantjies handles the integration side with the client tech team, while Naledi Adonis and Anele Nortje support the process design and staff training. The aim is to keep the verification step practical for agents, reviewers and operations staff.
Training covers how to run the session, what to ask the customer to show, how to record exceptions, and when to escalate a case for a second look. Pilot launch support is useful when the business wants to test the script, timing and review steps on a controlled volume before wider rollout. Operational reporting and change request support help keep the process tidy when forms, rules or customer journeys change.
- Workflow mapping and integration planning
- Agent script design and refresh training
- Escalation design and quality monitoring
- Go live stabilising and operational reporting
Practical setup, record keeping and care of the screening process
This is a remote service, so the main setup need is a stable device with camera, microphone and a working data connection for the live session. The customer's document must be clear enough to read, and the agent needs enough screen space to compare facial details and document fields without strain. In live environments, a tidy lighting setup and a quiet room make a real difference to the quality of the check.
Care sits in the operating process rather than a physical unit. Teams should keep access controls tight, store session records according to internal retention rules, and review failed sessions so the same issue does not repeat across new applications. If your customer base changes, refresh the script and the escalation rules so the screen still matches the risk.
- Clear camera view for document and face checks
- Controlled lighting and low background noise
- Secure record handling and retention controls
- Periodic review of scripts, exceptions and outcomes
Details to confirm before the onboarding screen is set up
Before a rollout, we need the preferred customer journey, the documents to be accepted, the escalation path and the level of human review expected. It also helps to know whether the business needs one queue for all applications or different flows for different customer types. If there are internal policies on consent wording, record storage or review notes, those need to be built into the session from the start.
Thabo Mokoka leads the business side from our Rosebank base, and the team works with clients across South Africa on live screening, agent training and operational support. When the process is clear, the verification step sits neatly between application and approval instead of slowing the whole onboarding path.
- Accepted ID document types and image rules
- Escalation levels for uncertain or failed checks
- Consent wording and record keeping requirements
- Integration touchpoints with the client's onboarding system
Key facts
| Service type | Remote video identity verification with live human review |
|---|---|
| Core checks | ID document capture, face comparison, liveness prompts, consent recording |
| Typical use | Customer onboarding for businesses that need extra screening |
| Coverage | Johannesburg, Pretoria, Cape Town, Durban, Gqeberha and national clients |
| Support | Workflow mapping, integration planning, staff training and quality monitoring |
| Base | Rosebank, Johannesburg |
