We Already Have It
Stop asking customers for documents the bank already holds.
The job
Cuts document requests to the ones really needed, starting with those the bank can look up itself. It prices the customer time saved and helps meet the regulator's missing-documents measure.
The moment
Each type of document the bank asks customers for is shown as a pile of paper that shrinks as decisions are made.
The head of care reads that proof of income was requested 4,100 times last quarter. 62% of the 2,300 matched customers already have their salary paid into this bank.
That cost customers 6,800 hours and 3,900 trips to an employer. In the meeting, the head of care signs off on looking it up instead.
The pile burns down on screen. The forecast for getting below the regulator's 15% missing-documents limit moves from the third quarter of next year to next quarter.
What it does
- Sign a verdict
- Update the CRM checklist
- Tell waiting customers the document is no longer needed
- Draft the KB and AI-agent answer
What you see
A paper-pile view: one stack per document type that burns down as verdicts land, with a customer's-errand counter and verdict cards
What it moves
The share of requests for missing documents, tracked against the regulator's 15% ceiling, and customer hours saved each quarter.
Built for
- CX leaders & VoC
- QA, training & knowledge
- Finance
