Fintech firm Amazon Pay launches sign language video KYC service

Company says it has trained more than 120 employees for the service and developed interactive modules

Fintech company Amazon Pay on Friday launched a video sign language Know Your Customer (KYC) service for customers with special needs.

The service provides communication in sign languages between the fintech’s employees and customers who have hearing and speech impairments.

“The goal is to make the KYC process effortless for those who rely on sign language, and making digital payments more inclusive,” said the company in a statement.

Amazon Pay trained more than 120 employees to provide video KYC service to customers and developed interactive modules.

“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 our customers with disabilities to benefit from video KYC easily and safely,” said Vikas Bansal, director payments and financial services, Amazon Pay India.

The company provides ‘Listen-Ins for Accessibility’ where its customer service teams listen to call recordings made by anonymised customers with disabilities to learn about their issues and needs.

The Amazon Digital, Device and Alexa Support (D2AS) organisation has established accessibility support teams that offer customer service in eight markets: United States, United Kingdom, Canada, India, France, Italy, Spain and Germany.

The company said its teams have replaced touchpoints for customers to reach Amazon with Accessibility icon that allows customers with different kinds of disabilities to choose Phone, Chat or Email support to connect with Technical Care associates

The team replaced multiple touch points for the customer to reach Amazon with a dedicated accessibility icon that allows customers with different kinds of disabilities to choose phone, chat or email support to get in touch with technical care associates.

“Our endeavour is to create an inclusive experience at every touchpoint, whether it is for our employees through our various Diversity Equity & Inclusion focused programs and benefits or demonstrating greater empathy for customers with disabilities through innovative solutions,’’ said Deepti Varma, vice president, people experience and technology, Amazon Stores India, Japan and Emerging Markets.