Amazon Pay, the fintech arm of Amazon, introduced a video Know Your Customer (KYC) service designed for customers with hearing and speech impairments. The service facilitates communication in sign language between Amazon Pay employees and customers with special needs. With a focus on making the KYC process effortless and promoting inclusivity in digital payments, Amazon Pay trained over 120 employees to provide this video KYC service.
Vikas Bansal, Director of Payments and Financial Services at Amazon Pay India, emphasized the significance of this service, stating, “Our sign-language video KYC service is a natural extension of Amazon Pay’s focus on customer obsession and financial inclusion. With this service, we enable our customers with disabilities to benefit from video KYC easily and safely.” The initiative aligns with Amazon Pay’s commitment to barrier-free services and customer-centric practices.
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In addition to the video KYC service, Amazon Pay has implemented “Listen-Ins for Accessibility,” where customer service teams listen to anonymized call recordings from customers with disabilities to better understand their issues and needs. The company’s Digital, Device, and Alexa Support organization has established accessibility support teams in eight markets, providing customer service through phone, chat, or email support for individuals with different disabilities.
Deepti Varma, Vice President of People Experience and Technology at Amazon Stores India, Japan, and Emerging Markets, highlighted Amazon’s dedication to creating an inclusive experience at every touchpoint, both for employees and customers. The introduction of the dedicated accessibility icon streamlines the customer journey, allowing those with disabilities to choose their preferred mode of support.