AI Case Manager

Before you start

• Make sure AI Case Manager is enabled for your platform.
• Keep your company, officer, and document data up to date.
• Remember that AI suggestions are proposals only. Always review the result before sharing anything.

What AI Case Manager can do

• Read an incoming email and its attachments and create or prepare a case around the request
• Turn attached questionnaires or questions from the email into a structured questionnaire
• Suggest answers based on existing company, officer, relation, and document data
• Highlight documents or information that may still be missing
• Help you prepare a package for review, approval, and sharing

Create a case

There are two common ways to start:

1. Forward the incoming request email to your Avallone case email or inbox, including any questionnaire attachments.
2. Create a case manually in KYC Responder and upload the relevant questionnaire or request files.

Create a case manually in KYC Responder

Use the manual option when you want to set up the case yourself from the start instead of forwarding an email first.

1. Open KYC Responder and go to Cases.
2. Click Create case.
3. Enter a clear case title so the request is easy to find later.
4. Add the relevant company or companies.
5. Add the relevant officers if they should be part of the case.
6. Select the responsible person who will own the case internally.
7. If available in your workspace, add any helpful context such as due date, counterparty type, or internal description.
8. Create the case.

Once the case has been created, you can start building it.

Add the request content

After creating the case, upload or add the material you want Avallone to work from, for example:

• the original questionnaire
• supporting documents
• a request email copied into the case
• follow-up files received from the counterparty

Depending on the request, you can then let Avallone turn the material into a questionnaire and suggest answers based on the data already stored in your workspace.

When to use the manual flow

The manual flow is useful when:

• the request did not arrive by email
• you already have the questionnaire saved locally
• you want to set up the case before adding documents and questions
• you want more control over the initial case setup

After the case is set up and the relevant files are added, open the case and review the result.

Review the case

When the case is ready, review each part carefully.

Case details

Check that the correct company or companies are included and that the case title and context are clear.

Questionnaires

Open the generated questionnaire and review the questions that Avallone created from the email and/or attachment. Make sure the structure matches the original request.

Suggested answers

Review every AI-suggested answer before accepting it. If needed, edit the answer, leave it blank, or replace it with a manual response.

Documents

Check which supporting documents have been included and whether anything is missing, outdated, or needs to be replaced.

Complete missing items

If something is missing, you can:

• upload additional documents
• pull documents from the relevant profile
• update existing data before finalizing the response
• follow up internally or externally for missing information

If you receive follow-up questions later, add them to the same case so the full history stays in one place.

Preview, approve, and share

Before sharing:

1. Preview the package and confirm that only the relevant content is included.
2. If your workspace uses approval flows, complete the approval step.
3. Share the final package with the counterparty.

Best practices

• Review every answer and document before sharing
• Use clear case names so follow-ups are easy to find later
• Keep master data and documents current to improve AI suggestions
• Forward follow-up emails into the same case whenever possible
• Use AI to speed up the process, but keep human review as the final step

Important note on AI suggestions

AI Case Manager is designed to support your workflow, not replace your judgment. The final responsibility for what is shared remains with your team.