// Built for Wealthsimple · Submission by Arshad Usman

The freeze is
legally required.
The 90-day wait isn't.

Wealthsimple's ML flags thousands of accounts every month. Resolution is entirely manual. DockSimple automates everything between the flag and the human decision — shrinking resolution from weeks to hours.

30–90

days customers sit locked out of their money today

~95%

of flagged accounts are false positives — legitimate customers

<4 hrs

resolution time for confirmed false positives with DockSimple

→ Officer Queue Demo Customer View

// THE PROBLEM

600+

Public complaints in 90 days

Hundreds of Trustpilot, OSC, OBSI, and CIRO complaints — all with the same story. Account frozen after a large transfer or crypto withdrawal. No explanation. No timeline. No resolution for weeks.

$100B

AUM at churn risk

Wealthsimple doubled AUM to $100B in one year. That growth creates proportionally more flagged accounts. Every frozen legitimate customer is a churn risk — and at this scale, churn compounds fast.

Why is this happening?

The freeze is legally required under PCMLTFA — Wealthsimple cannot stop flagging suspicious transactions. But the resolution workflow is entirely manual: an analyst manually pulls account history, manually contacts the customer, manually writes a case brief, and manually hands it to a compliance officer. That queue is backlogged for weeks. The problem isn't the freeze. It's everything that happens — or doesn't happen — after it.

// HOW DOCKSIMPLE WORKS

ML Flag Fires

Wealthsimple's existing detection models flag a transaction. Account auto-restricted. DockSimple activates immediately.

EXISTING SYSTEM

AI Investigates

Agent pulls account history, transaction context, and matches against historical case outcomes. No queue wait.

AI OWNS THIS

Customer Contacted

Specific, contextual request sent to customer. AI evaluates response in real time. Multi-turn if needed.

AI OWNS THIS

Brief Generated

Calibrated confidence score derived from actual case history. 3-sentence officer brief. Packaged and ready.

AI OWNS THIS

Officer Decides

Officer reviews the pre-built brief. Clear / Monitor / Escalate. Avg. 4 minutes. Full audit trail logged.

HUMAN OWNS THIS

// BEFORE vs. AFTER

// BEFORE DOCKSIMPLE

Officer daily capacity 5–8 cases

Time per case ~4 hours

Customer wait time 30–90 days

Officer spends time on Investigation + decision

Case consistency Analyst-dependent

Historical pattern access Manual memory

// WITH DOCKSIMPLE

Officer daily capacity 40–50 cases

Time per case ~4 minutes

Customer wait time <4 hours

Officer spends time on Decision only

Case consistency AI-standardized

Historical pattern access All cases, instantly

The freeze is legally required. The 90-day wait isn't.

The freeze is
legally required.
The 90-day wait isn't.