I have the same question that I asked in a similar blog post you created earlier today
It’s a combination of both! Our system checks all ID documents on upload, if all is okay, it’ll get approved.
If it thinks we need to double check something, it’ll be passed to COps, who then take a look and approve/reject the submissions
Usually the verification process doesn’t take too long, we try to stick with an SLA of below 2 hours (I believe)
So there’s a bigger problem if someone has been waiting for over 24hrs and they need to contact you?