Kriyam uses AI and Agora to enhance trust and efficiency in customer verification

Problem

Frequent call drop-offs resulted in a poor user experience

Solution

Agora’s SDKs with ultra-low latency, high-quality voice, video, and cloud recording.

Results

58% reduction in average call durations (from 19 minutes to 8 minutes).

40% improvement in call completion rates.

Increased user trust through consistent, outage-free service.

About Kriyam

Proprietary agentic AI solutions for fraud detection and prevention

Kriyam.ai is a leading provider of AI-driven solutions for customer verification and document intelligence focused on fraud detection and prevention in the BFSI sector. Founded in 2021 and headquartered in Bengaluru, the platform offers solutions like Video KYC, field verification, geo-tagged evidence collection, secure data storage, case management, and real-time monitoring.

By replacing paper-based, manual processes with digitized workflows, Kriyam helps insurance companies, Fintechs, and other BFSI players improve operational efficiency, reduce fraud, and enhance compliance.

The Problem

User friction, rising costs, and scalability barriers

As more BFSI companies moved customer onboarding and risk assessment online, Kriyam identified significant friction points in their video verification process. Before integrating Agora, many end users struggled to join verification calls, leading to incomplete verifications. Agents spent excessive time explaining the process or redoing calls due to technical interruptions, resulting in increased costs and reduced productivity. The existing tech stack offered limited flexibility, while customizable solutions were complex and costly to maintain.

These issues impacted user experience, inflated operational costs, and constrained Kriyam’s ability to scale efficiently.

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Key challenges before Agora:

Network instability and scalability limitations

High call drop-off rates

Limited customization options

The Solution

Reliable and high-quality video verification platform

Kriyam evaluated several platforms, but Agora stood out for its ultra-low latency, high voice quality, developer-friendly APIs, and flexible customization, delivering a solution tailored to customer needs. With Agora’s RTE solution, Kriyam enabled banking and insurance companies to conduct desktop video verifications during policy purchases, allowing agents to underwrite risks confidently and efficiently.

The enhanced quality and reliability of video and voice calls ensured seamless, uninterrupted communication between agents and customers, fostering greater trust and confidence in the platform. For Kriyam, securely recording and easily retrieving every interaction for compliance and auditing was critical — a need seamlessly met by Agora’s cloud recording.

Agora Products

Video Calling Video Calling

Voice Calling Voice Calling

Cloud Recording Cloud Recording

Why Kriyam chose Agora:

Superior video quality and reliability

Exceptional technical support

Customization and global scalability

“At Kriyam.ai, our mission is to build trust and efficiency into every step of customer verification. With Agora’s ultra-low latency, high-quality video and voice, we transformed customer verification into a seamless, reliable experience.”

Suvajit Sengupta, Founder & CEO at Kriyam

Results and ROI

Delivering a seamless and trusted verification journey

By integrating Agora’s real-time engagement technology, Kriyam has transformed customer verification into a faster, more reliable, and user-friendly process. On average, call durations were reduced from 19 minutes to just 8 minutes, significantly boosting agent productivity.

With Agora handling real-time engagement, Kriyam could shift its focus from operational firefighting to innovation — adding new value-added features and scaling its platform with confidence. The partnership continues to evolve, setting new standards for secure digital onboarding in the BFSI industry.

Results after implementing Agora:

58% reduction in average call durations (from 19 minutes to 8 minutes)

40% improvement in call completion rates

Increased user trust through consistent, outage-free service

TEN

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