Amazon Pay introduces video KYC in sign language accessibility

• ByStartupStory     |    December 2, 2023

Amazon Pay has introduced a video-based sign language Know Your Customer (KYC) service aimed at supporting customers with hearing and speech impairments. This innovative initiative facilitates seamless two-way video communication in sign language between Amazon Pay staff and users, streamlining the KYC process for this community and fostering greater inclusivity in digital payments.

In line with Amazon’s dedication to Digital Bharat, the service emphasizes inclusivity and accessibility for all, aligning with the broader vision of empowering India digitally.

Vikas Bansal, Director Payments and Financial Services, IN Payments, highlighted, “Our sign-language video KYC service is a natural extension of Amazon Pay’s focus on Customer Obsession and Financial Inclusion. With this service, which we have implemented within the scope of our barrier-free service, we enable customers with disabilities to benefit from video KYC easily and safely.”

He further emphasized, “This service offers them enhanced benefits of digital wallet for their everyday payment needs. We want to ensure that our products are inclusive and that our services, experiences, and functionality are available to everyone.”

Amazon Pay has trained over 120 employees in Indian sign language to provide effective video-based KYC services to customers across India. The in-house team developed an interactive training module aimed at equipping employees with the skills to communicate effectively with customers who are hearing and speech-impaired.

Additionally, Amazon initiated ‘Listen-Ins for Accessibility,’ a program where customer service teams listen to anonymized recordings of calls from customers with disabilities. This initiative aims to understand their challenges and unique requirements, ensuring a better service experience tailored to their needs.

Vikas Bansal quoted, “Our sign-language video KYC service is a natural extension of Amazon Pay’s focus on Customer Obsession and Financial Inclusion.” He added, “This service offers them enhanced benefits of digital wallet for their everyday payment needs. We want to ensure that our products are inclusive and that our services, experiences, and functionality are available to everyone.”

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