Identity Lifeguard
Customers who failed identity checks overnight get a personal call.
The job
Rescues applicants and customers stuck on ID checks, date-of-birth mismatches or expired-ID freezes the morning after, counts the accounts saved in money, and pushes each recurring failure to the product team until it is gone for good.
The moment
Overnight, people trying to open an account wrote that the app said their birth date was wrong.
The next morning, each gets a personal voice call explaining that the date was in a different format, and many finish opening their account while still on the line.
By lunch, the rescue counter shows 141 accounts saved, worth $610,000.
A map of where applicants get stuck shows 70% failed on the same screen, and the product manager books the fix before the team's morning stand-up ends.
What it does
- Send the WhatsApp fix guide
- Launch the voice rescue
- Confirm rescues
- Draft the AI-agent answer
- Mark fixed in product
What you see
A lifeguard tower: an overnight 'went under' list, a drowning-spot heat strip across the onboarding journey, a rescue log and a money counter
What it moves
Accounts rescued each day (opened or unfrozen, as confirmed by the onboarding system), and the dollars recovered: acquisition cost avoided plus first-year account value.
Built for
- Executives & leadership
- Operations
- Product & digital
- Contact-centre operations
