From 30 minutes
to under six.
Orient Exchange processes forex KYC across 25 branches in India. Every transaction required manual data entry. Every customer waited. Until it didn't.
25
Branches
75%
Faster KYC
<6 min
Customer wait
6 wks
Kickoff to go-live
Orient Exchange operates one of India's most extensive retail forex networks. 25 branches. 20+ cities. 200 staff. And for years, every single KYC transaction began the same way — a customer at the counter, a staff member typing.
Three intake channels — online portal, email, and physical documents — each had their own workflow. None of them talked to each other. A document could arrive by post, get logged manually, sit in a pile, and finally reach the core banking system two hours after the customer had already left.
Nobody called this a crisis. It was just the way things worked. Until Makez showed them what it looked like when it worked differently.
25–30
minutes per customer.
That was the wait. Every forex transaction. Every branch. Every day. Multiply it by the volume across 25 locations and you get thousands of staff-hours lost to a process that required no judgment — only fingers on a keyboard.
The Bottleneck
Three channels in. Zero automation out.
Customers filled digital KYC forms. Staff still downloaded and retyped every field into the core banking system.
Documents arrived as attachments in a shared inbox. No routing, no extraction — someone opened each email and typed.
Paper forms couriered from branches. Arrived damaged, late, or not at all. Every one entered manually — when it showed up.
“The staff weren't slow. The process was. Every person hired to do KYC entry was a workaround for a system that never should have needed humans in the first place.”
The Build
5 agents. 6 weeks. Every channel automated.
<6 min
processing time
Portal Automation
Agent monitors the online portal in real time, extracts KYC fields, validates identity documents with OCR, and pre-populates the core banking system before staff review. The counter conversation finishes before the customer has put their wallet away.
0
inbox monitoring needed
Email Ingestion Agent
The shared KYC inbox no longer needs a human monitor. The agent watches it, identifies document attachments, runs OCR extraction, assigns confidence scores, and flags low-confidence cases for review — without anyone opening a single email.
95%+
OCR accuracy
Offline Document Upload
Branch staff scan physical KYC packets once. The agent runs OCR at 95%+ accuracy, extracts all required fields, and routes anything below the confidence threshold back for a re-scan. The pile on the desk disappeared on day one.
1
source of truth
Core Banking Integration
Once extraction is validated, the integration agent pre-fills all required fields in the core banking system via secure API. Zero manual handoff. What was extracted is what was filed — nothing re-entered, nothing lost.
100%
documents tracked
Signed Document Handling
Every signed document is routed, archived, and retrievable in seconds. Compliance queries that used to take days now take a search. No couriers. No physical folders. No gaps in the audit trail.
System Architecture
Nothing replaced. Everything connected.
All 5 agents run on-premise inside Orient's environment. No data leaves. No existing systems swapped out.
Online Portal
Web KYC Forms
Email Inbox
Docs via Email
Physical Docs
Scanned Upload
5 Agents · On-Premise
Core Banking
Auto-Prefilled
Compliance Records
Audit-Ready
Ops Dashboard
Branch-Level View
Customer Notify
Status Updates
Signed Documents
Archived & Routed
Agents
5
Channels
3
Manual entry
0
Replaced
None
80% of the team was on the system before the official go-live date.
Before a single agent went live, Makez ran AI awareness sessions with each department — not product demos, but honest conversations about what changed, what didn't, and what each role gained. The fear of replacement became curiosity. Curiosity became adoption.
The solution was presented at Orient's annual review as the year's standout initiative. Not by Makez — by Orient's own leadership.
The Numbers
Measured. Not projected.
75%
Reduction in KYC processing time
Fully manual → agent-extracted, human-verified
<6 min
Customer wait at the counter
Down from 25–30 minutes per transaction
95%+
OCR accuracy on physical documents
Confidence-threshold gated, not guessed
0
Additional hires to scale
Same team. Higher throughput. Lower error rate.
Not one staff member was let go. The team that spent its days entering data now spends its days with customers. That was always the goal — and the reason 80% adopted the system before anyone told them they had to.
Timeline
Kickoff to go-live: 6 weeks.
Built all 5 agents, integrated with core banking system, deployed on-premise. Parallel tracking of all three intake channels from day one.
User acceptance testing with branch staff across cities. Department-level AI awareness sessions — honest conversations, not product demos.
80%+ team adoption before the official launch. The system was presented at Orient's annual review as the year's standout initiative.
Built for Finance
Every risk named. Every safeguard built in.
AI Hallucination
Human-in-the-loop review before any core banking submission.
Poor Scans
Confidence threshold — low scores flagged for re-scan, never guessed.
PII Exposure
Zero retention. No KYC data stored outside Orient's environment.
Staff Adoption
AI awareness sessions per department. 80%+ adopted before launch day.
Model Drift
Ongoing tuning cadence. Performance tracked per branch.
Role Displacement
Staff redirected from data entry to customer relationships. Zero lost.
Ready to cut your process time by 75%?
Talk to our team and see how Makez deploys on-premise AI workflows — across every branch, in weeks.