Conversion up 41% after rebuilding onboarding with agents
Finku
We rebuilt their KYC and onboarding flow as an agent-led journey. Conversion is up 41% quarter over quarter.
The challenge
The problem
Finku had no trouble getting signups. The problem was onboarding. Users hit the KYC step and dropped. The flow asked for an ID photo, a selfie, 12 questions, and up to 48 hours for manual review. About 60% of users never finished it. Support spent most of each day fielding KYC failures, duplicate accounts, and confused new users.
What we built
How we solved it
We rebuilt the onboarding flow as a conversational agent experience. The agent guides each user through every step, explains what it needs and why, handles errors on the spot, and routes only genuinely ambiguous cases to a human. We also rebuilt the reviewer queue: instead of a manual checklist, reviewers see a pre-scored summary with a confidence level and a suggested action. Average completion time dropped from 14 minutes to under 5. The 48-hour wait became a 4-minute auto-approval for 80% of users.
The results
What happened after
Onboarding conversion went from 40% to 57% in the first quarter after launch, a 41% lift. Completion time dropped 68%. Support tickets related to onboarding fell 52% because the agent handled the most common failure cases on the spot. Reviewers who used to process every submission now only see the 20% that need a human call. The same ad spend now produces 41% more activated users.
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