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Identity Verification Provider Uses Generative AI to Augment Customer Onboarding Experiences
Artificial Intelligence & MLOps
SaaS & ISV
At a glance
Trulioo, an innovative digital identity verification platform, streamlined customer onboarding with AI, enhancing access to information, efficiency and trust. Trulioo accelerated the customer onboarding efficiency by leveraging generative AI technologies such as Amazon Bedrock and Kendra, to create custom onboarding and implementation plans and support their staff with access to key information.
Solution Implemented
→ Deployed an intuitive generative AI knowledge base incorporating data from multiple internal systems.
→ Integrated Claude V2 hosted by AWS Bedrock for generative AI with data privacy.
→ Used AWS Lambda and Amazon S3 for seamless scalability.
→ Employed RAG and prompt engineering for context-relevant, quick responses.
→ Ensured a user-friendly interface for web and mobile platforms.
Outcomes Expected
→ Accelerated verification processes leading to quicker customer onboarding.
→ Better document access and search quality.
→ Clearer definition of best practices.
→ Enhanced internal team efficiency, particularly in customer success and technical teams, by providing quick access to necessary information without deep technical knowledge.
Reducing identity verification challenges with Generative AI
As the world becomes more operationally connected and businesses globalize to pursue growth, identity verification has become an increasingly complex but necessary measure. Trulioo stands at the forefront of the global identity verification market, offering innovative solutions that empower businesses to build trust, meet compliance requirements, and expand into new markets. Trulioo's advanced verification technology and 450+ global data sources span 195 countries and can verify more than 13,000 ID documents and 700 million business entities while checking against more than 6,000 watchlists.
The Trulioo global identity platform utilizes top-tier technology to fast-track verification processes and improve match rates, enabling universal digital access across the globe. To support customers and build their advanced technical verification workflows, the company looked to explore generative AI technology. Trulioo sought out AI to streamline access to information, helping internal teams expedite onboarding and as a result, improve their customer’s experience.
By partnering with Caylent, Trulioo deployed a generative AI chatbot that helps onboarding engineers access important information conversationally, and tackle onboarding nuances with efficiency.
Challenge
The customer onboarding process at Trulioo faced unique challenges due to its complexity and multiple stakeholders, including diverse data sources, security measures, customer-specific requirements and differing performance expectations and processes across data business partners. This complexity curbed their onboarding engineers' ability to quickly navigate complex data for advanced technical questions.
“Our GenAI powered knowledge base empowers our teams to handle complex queries with greater accuracy and less dependence on our technical staff. We expect to see meaningful improvements in operational efficiency and data handling. Caylent brings great technical expertise towards empowering our data and AI/ML strategy and we’re excited about how these technologies will empower Trulioo’s leadership in global identity verification."
Robert Scott
VP, Engineering Operations
Solution
To address these challenges, Trulioo and Caylent implemented a comprehensive chatbot solution leveraging Anthropic Claude V2 for its advanced natural language processing capabilities and Amazon Kendra for intelligent search, within a secure and scalable AWS infrastructure.
Caylent's solution, leveraging RAG and prompt engineering, offered quick and context-relevant responses to engineers’ natural language queries. The combination of Claude V2 and Amazon Kendra enable accurate responses to complex inquiries, integrating internal knowledge and links to sources of truth, streamlining and simplifying the research and data aggregation part of onboarding processes.
AWS Bedrock provides a scalable generative AI development foundation that ensures the privacy of sensitive and proprietary data. Its integration with AWS serverless services like Lambda and S3 enables cost-effective scalability.
The solution emphasized user experience and an intuitive, multi-channel interface was provided for engineers to intuitively interact with and test the chatbot from any platform.
Trulioo's team received training and support from Caylent engineers geared towards maximizing the benefits of the AWS ecosystem and maintaining and evolving the chatbot through skills such as prompt engineering, as the company's needs change.
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