Stage 1 · Dissolve
The problem
As the head of compliance described it- Three systems, no single queue.KYC lives in the platform back office, payments exceptions with the PSP, safer-gambling flags in the CRM. The team stitches them together in a spreadsheet, twice a day.
- Cases age quietly.An EDD case waiting on a customer looks identical to one waiting on an analyst — until it breaches SLA and becomes a finding.
- Audit prep is archaeology.When the regulator asks "why was this account handled this way?", the answer is scattered across inboxes and memory.
Before: "compliance_queues_TUES_pm.xlsx"
KYC backlog (from back office export)210? (this morning)
EDD casesunknown — check email
PSP exceptionsin Dana's inbox
Oldest case age"probably fine"
Stages 2–3 · Separate & recombine
Watch the build
Recreated build sequence · real workflow, synthetic data01 · Dissolve
Map the three systems
Back office, PSP, CRM
02 · Separate
One case ledger
Every case, every clock
03 · Recombine
Triage & evidence
AI pre-sort + audit trail
04 · Perfect
Ship hourly
Oldest cases first, always
Stage 4 · Perfect
The result — refreshed hourly
Synthetic accountsVerification queue
142
▲ cleared 61 yesterday
Oldest case
64h
▼ SLA is 72h — tight
Safer-gambling reviews
23
— 4 escalated to team lead
Docs auto-triaged
87%
▲ analysts see only exceptions
| Cases nearest the clock | Type | Waiting on | Age / SLA | Status |
|---|---|---|---|---|
| ACC-88412Two document resubmissions — third request drafted | EDD · source of funds | Customer | 64h / 72h | Escalate |
| ACC-90177Deposit pattern change triggered affordability review | Safer-gambling review | Team lead sign-off | 41h / 48h | Escalate |
| ACC-89923Address document blurred — auto-detected, reissue sent | Standard KYC | Customer | 28h / 72h | On track |
| ACC-90301Cleared after auto-match of new document set | Standard KYC | — | 6h / 72h | Cleared |