Adapting Agent Tools for Video KYC
Adapted an agent portal to support video KYC for identity verification.
- Video KYC
- Identity verification
- Lending risk
- Agent tools
Astha Gupta
Senior Product Manager at Zeta
From their time as
Associate Product Manager
Navi • 2022 - 2023
Overview
Astha adapted a chat and agent portal into a video KYC workflow after identifying identity-document mismatches in loan applications. The change added a stronger identity-verification checkpoint before lending decisions.
The Story
Astha worked on lending at Navi as the team encountered applicants using identity documents associated with people who had similar names. The risk was that incorrect PAN or Aadhaar details could be used to access personal loans.
She had previously worked on the agent-facing chat portal, including ticket, user, and agent management. Astha adapted that portal into a workflow that could support video KYC and help agents validate an applicant's identity and submitted documents.
The change introduced a deliberate trade-off. More applicants were rejected upfront, while the lending process gained a stronger identity-verification checkpoint.
The transcript does not provide a reliable quantified measure of the fraud reduction, so the outcome is framed around the product control Astha helped introduce.
Ownership Snapshot
Broad role
Associate Product Manager across lending and customer operations.
Goal
Strengthen identity verification for personal loan applicants.
Direct ownership
Adapted an agent portal into a video KYC workflow.
Team execution
Worked with agent and lending teams to use the verification workflow.