AI agents for financial customer journeys
Viv handles the work when journeys need review, helping lenders and brokers unlock revenue faster.
Built for financial services teams running complex customer journeys.
Lenders · Brokers · Insurers · Fintechs
Customer journeys don’t always go to plan.
When information is missing, a check can’t be resolved or something falls outside the expected range, someone has to work out what happens next and keep it moving.
When they don’t, someone has to step in.
They work out what’s needed, get the information, follow up and keep the journey moving.
Give that outcome to Viv instead.
Your team defines what needs to be achieved. Viv takes responsibility for getting there.
Viv works out what needs to happen next.
It starts with the information and tools already available.
It starts with the best route.
Viv contacts the customer and gets the first evidence.
And evaluates what comes back.
Viv understands the gap and finds another way.
If that isn’t enough, it tries another way.
Viv works out what else could establish the outcome.
If the customer doesn’t respond, it follows up.
No response doesn’t mean the journey stops.
As new evidence arrives, Viv keeps going.
It evaluates everything together against the same outcome.
Every step is accounted for.
Actions, evidence and reasons stay attached to the outcome.
Until the outcome is complete.
Everything needed is there. The work is ready for your team.
Your team makes the decision.
Viv gets the work ready and stops at the decision.
Now do that across millions of journeys.
Different customers. Different stages. Different work. Viv keeps each one moving towards its outcome.
How much more could you handle?
See what happens when Viv increases capacity and speed while reducing cost and operational risk.
1.9 billion
unique customer journeys annually
650 million
of them still need a person to do the work
<50%
right-first-time submissions
15–20
message rounds on a typical secured-loan case
5+
people involved in one case
5+ hrs
of administration on the broker-to-lender leg
Source: Nivo lender and broker research, 2026, covering 70+ firms.
Application #10427
£250k hire purchase for a used CNC machine
System
Automated checks
Company registration
Verified
Director identity
Verified
Business credit
Complete
Business affordability
Needs review
Business banking
Missing
Management accounts
Missing
Sarah · Broker operations
Manual review
Sarah · Broker operations
Requests access to the business bank account
James · Finance director
Connects the business bank account
Sarah · Broker operations
Requests the last three years of management accounts
James · Finance director
Emails three years of management accounts
Sarah · Broker operations
Requests company and director searches
Credit provider
Returns the company and director results
Sarah · Broker operations
Finds existing commitments need confirming
Sarah · Broker operations
Requests the current liabilities schedule
James · Finance director
Uploads the current liabilities schedule
Sarah · Broker operations
Reviews the affordability evidence
Application #10427
Business affordability evidenced
Application #10427
Ready to assess
Day 1
Day 2
Day 3
Day 4
Day 5
Day 6
S
SarahBroker operations
➤
To: Viv
Can you evidence that this business can afford the £250k facility?
▤
Application #10427Asset finance · £250k
Got it.I’ll take it from here.
Outcome
Verify affordability
Application #10427
● Route ready
Outcome plan
Best route
1
Review available evidence
Use checks already completed
2
Connect business banking
Gather account activity
3
Resolve remaining gaps
Choose accounts, company or director checks as needed
4
Affordability evidenced
Return the evidence and reasoning
V
Select your business bank
Barclays
HSBC
Lloyds
NatWest
✓
Connected
Business banking evaluated.
Barclays Business
✓ Connected
12 months
Account activity received
+
More evidence needed
Management accounts and commitments required
V
▤
Last three years of management accounts
▤
Current liabilities schedule
▤
Existing finance commitments
Tue
Wed
Thu
£
Business banking
Received
▤
Management accounts
Received
⌂
Company search
Complete
◎
Director credit checks
Complete
Every step is accounted for
Application #10427
Day 1
Affordability outcome received
Day 1
Available checks and evidence reviewed
Day 2
Business banking requested
Day 2
Banking evidence evaluated
Management accounts and commitments still required
Day 3
Further evidence requested
Day 4
Company and director checks complete
Day 5
All evidence evaluated together
Day 6
Business affordability evidenced
✓
Outcome complete
Business banking evaluated
Complete
Management accounts verified
Complete
Company and director checks
Complete
Business affordability
Evidenced
Does the work.
Application #10427
Affordability evidenced
YOUR TEAM
Makes the decision.
Ready for underwriting
Review application
Application #10427
Ready for underwriting
Application #10428
Collecting additional evidence
Application #10429
Verifying identity
Application #10430
Requesting bank connection