Customer Due Diligence Hub

Organisations that must meet anti-money laundering and know your customer obligations, such as banks, insurers, real estate and legal firms, and government agencies, have to monitor customers and activity for financial crime and prove to regulators that every alert and onboarding check was handled properly. In many cases this work is spread across spreadsheets, email and disconnected systems. Staff might spend hours gathering data from multiple external systems, such as identity, licence and reference verification providers and regulators, and manually verifying documents and references. Sharing sensitive customer information by email or file transfer creates a risk of data leakage and leaves no reliable record of who received what. High false-positive volumes bury genuine risks, and escalations depend on manual handoffs. Decisions are inconsistently documented, which makes audits and regulatory reviews slow and stressful. Missed reporting deadlines expose the organisation to fines, reputational damage and enforcement action.

The solution guides users through a simple, multi-step onboarding and verification journey. On the landing page, the user enters basic customer information or uploads a document, and an AI skill extracts the content and automatically populates the form, including basic details and previous organisation details in section 2. Supporting documents are uploaded in section 3, where a second AI skill checks that each file matches the document type it was uploaded under, so wrong or mismatched documents are caught before they reach a reviewer. The user then selects which AML and KYC checks are needed, such as driving licence and reference checks, and each selection triggers an API call to the relevant external system. The response shows whether each check passed or failed, along with the customer's risk profile. For follow-ups, the user types a message and an AI text generator checks grammar and spelling, then prepares the email to be sent. Every action, API request and response, and AI-assisted step is recorded in an audit trail within Appian, so all information shared with external systems is controlled and traceable.