Transforming Customer Due Diligence Profiling into a Scalable, AI-Powered Compliance Platform

The Client

Our client is a company operating in the betting and gaming industry. In the UK, their Customer Due Diligence (CDD) operations are vital to regulatory compliance and responsible gaming.

Until recently, the profiling process was manual and fragmented. Analysts worked across more than a dozen systems to consolidate data into a single case file in Whipps. Each case took nearly four hours, with over 8,000 cases annually. This created high costs, limited scalability and restricted traceability.

 

The Challenge

With rising regulatory expectations and an ever-growing volume of cases, our client needed to:

• Streamline and automate manual processes.
• Centralize profiling into a single, reliable system.
• Ensure auditability and security at every step.
• Enhance decision-making through AI insights and document automation.

 

Our Approach

We designed and delivered a future-ready compliance platform with OutSystems as the orchestration hub, unifying automation, intelligent document processing and AI.

Smarter Orchestration with OutSystems

A modular, task-based workflow replaced the monolithic case file, enabling parallel execution, higher throughput and complete traceability.

Automated Document Processing (IDP)

Client documents such as proof of address and bank statements are automatically processed, with extracted data structured and integrated directly into the profiling flow.

RPA for Legacy Systems

UiPath robots handle interactions with systems lacking APIs, reducing repetitive manual work.

Seamless, Secure Integrations

OutSystems connects with Snowflake for enriched and auditable data, Azure AD for authentication and SSO, and Whipps for case management.

AI-Driven Insights

Artificial Intelligence generates case summaries and intelligent recommendations, shifting analysts’ roles from data entry to validation and decision-making.

 

Business Impact

The new platform directly addresses the operational pain points of the current process: nearly four hours per case, 8,116 cases annually and the equivalent of 17.9 FTEs dedicated to manual profiling. By eliminating fragmented workflows and automating data collection, the solution is expected to:

Efficiency Gains

• Significantly reduce manual effort, unlocking capacity equivalent to dozens of full-time roles.
• Cut average case processing time from 3h46 to a fraction, enabling far greater throughput.
• Minimize errors and rework by reducing reliance on manual data entry.

Governance and Compliance

• Provide full task-level traceability across all cases.
• Strengthen data protection and access control with enterprise-grade security.

Strategic Value

• Free analysts to focus on high-value decisions and exception handling.
• Scale operations seamlessly as case volumes grow.
• Elevate the speed and quality of profiling with AI and IDP insights.

 

Technology Highlights

Core Orchestration

• OutSystems ODC
• Modular task-based workflow
• Secure API integrations
• Webhooks to capture RPA execution states, enabling real-time feedback into OutSystems

Automation and Intelligence

• UiPath for RPA
• IDP for document data extraction
• AI for summarization and recommendations

Data and Security

• Snowflake
• Azure AD (SSO, RBAC)
• TLS-encrypted communications
• AES-256 encryption standard for data at rest and in transit
• Centralized logging and audit trails

 

Why It Matters

This project demonstrates how our client transformed a manual, time-consuming compliance process into a scalable, intelligent and future-ready platform. By unifying OutSystems, RPA, IDP and AI within a secure and auditable architecture, the company not only reduced operational costs but also empowered its teams to focus on what matters most: fast, accurate and compliant decision-making.