Tech Mahindra Secures Driver Onboarding for Global Ride-Hailing Leader

Overview

A leading ride-hailing platform struggled to verify an increasing volume of document submissions manipulated using AI and deepfake technology during the driver onboarding process, leading to delays and compromised decision quality.More

A leading ride-hailing platform struggled to verify an increasing volume of document submissions manipulated using AI and deepfake technology during the driver onboarding process, leading to delays and compromised decision quality. Tech Mahindra addressed this critical issue by implementing an AI-driven deepfake detection application, optimizing workflow, automating the selfie verification process, and validating metadata, such as customer information, including name, identity, date of birth, address, and tax information. These efforts improved operational efficiency and cost savings and ensured 100% adherence to service level agreements (SLA).

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Client Background & Challenges

The Know Your Customer (KYC) verification team of a global ride-hailing company faced an unexpected surge in AI-manipulated documents and images. To tackle the crisis, they joined hands with Tech Mahindra, who observed other significant challenges: 

  • Extended verification times
  • Delay in driver approvals and reduced onboarding rates
  • Onboarding fraudulent accounts

Strategy and Implementation

AI-Enabled Deepfake Detection

Deployed an application programming interface (API) to identify manipulated content with 95% accuracy.

Workflow Optimization

Created a dedicated workflow to manage flagged deepfake and document manipulation cases.

Specialized Team Formation

To identify deepfakes and manipulated content for quicker and more accurate case resolution.

Automation with RPA

Automated the selfie verification process using robotic process automation (RPA), reducing manual intervention.