Amazon Pay, the fintech arm of tech giant Amazon, has introduced a pioneering video sign language Know Your Customer (KYC) service to cater to customers with special needs. This innovative service facilitates seamless communication in sign languages between Amazon Pay employees and customers facing hearing and speech impairments, aiming to make the KYC process more accessible and digital payments more inclusive.
Amazon Pay’s Commitment to Inclusivity
The company has invested in training over 120 employees to offer video KYC services and has developed interactive modules to enhance the user experience. The goal, as stated by Amazon Pay, is to effortlessly streamline the KYC process for those who rely on sign language, aligning with the broader mission of promoting financial inclusion.
Key Features of Amazon Pay’s Video Sign Language KYC Service:
- Effortless KYC Process: Tailored to meet the needs of customers using sign language, making the KYC process smoother and more accessible.
- Inclusive Digital Payments: Aims to make digital payments more inclusive by addressing the specific communication needs of customers with hearing and speech impairments.
- Training and Development: Amazon Pay has invested in training a dedicated team of more than 120 employees and developed interactive modules for optimal service delivery.
- Accessibility Initiatives: The company has implemented ‘Listen-Ins for Accessibility,’ where customer service teams learn about the needs of customers with disabilities by listening to anonymized call recordings.
- Global Accessibility Support: Amazon Digital, Device, and Alexa Support (D2AS) organization provides customer service in eight markets globally, offering accessibility support for customers with disabilities.
Empowering Inclusivity Beyond KYC
Amazon Pay’s commitment to inclusivity extends beyond the KYC process. The company has replaced multiple touchpoints for customers to reach Amazon with a dedicated accessibility icon. This icon allows customers with various disabilities to choose from phone, chat, or email support to connect with technical care associates, ensuring a more tailored and accessible customer service experience.
Quoting Amazon Pay Leadership:
“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.
“Our endeavor 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.
