Aveni launches enhanced AI solution to provide complete, case-level outcome testing for motor finance and insurance providers across every customer interaction
Detect enables motor finance and insurance providers to assess entire customer cases across every channel in a single AI-powered workflow
Edinburgh, 10 September 2026 — Aveni, the leading provider of AI solutions for financial services, has launched a major enhancement to Detect, its compliance monitoring and outcome testing platform.
The enhanced platform now enables motor finance, specialist lending and insurance firms to assess an entire customer case across every interaction and communication channel, rather than each interaction in isolation. Calls, emails, webchat, SMS messages and supporting documents can all be reviewed together within a single AI-powered workflow.
For compliance teams this will mean complete oversight across the customer journey with more contextual analysis across every interaction. This will allow them to comprehensively view and demonstrate how it was handled, whether an issue was flagged and what actions were taken to deliver the right outcome for the customer. This is a crucial requirement to appropriately meet Consumer Duty requirements.
The launch comes as motor insurance and specialist lending firms face heightened scrutiny under the FCA’s motor finance consumer redress scheme, which came into force on 30 March 2026 and is expected to return an estimated £7.5bn to consumers, with parts of the scheme currently suspended by the Upper Tribunal pending a legal challenge.
Alongside this, firms continue to face close examination of affordability, arrears, forbearance and vulnerable-customer treatment under Consumer Duty.
Motor insurers face similarly close scrutiny of claims handling and complaints under the FCA’s ICOBS rules, which require fair and timely claims settlement, clear and accessible complaints processes and appropriate oversight of third parties such as repairers and loss adjusters, all underpinned by Consumer Duty’s focus on customer outcomes.
“Customer outcomes can’t always be understood from a single call or document,” said Kent Mackenzie, Chief Commercial Officer at Aveni. “A concern raised in one interaction may only become significant when it’s considered alongside an email, a later conversation or the final action taken by the firm.
“Detect brings that information together so compliance teams can understand the complete customer journey, identify the cases that need attention and produce clear evidence of how customers have been treated. This gives firms a scalable way to evidence fair treatment, prioritise higher-risk and potentially redress-relevant cases for human review, and reduce the operational cost of assurance, while limiting exposure to repeat complaints, Financial Ombudsman Service escalation and costly remediation.”
Traditional compliance monitoring in motor finance and specialist lending typically relies on manual sampling, covering just 5–10% of interactions. The enhanced Detect solution gives firms 100% coverage, meaning every interaction, every case and every channel is assessed automatically. This significantly reduces the risk of missing misconduct, conduct failures or regulatory breaches before they escalate.
The Detect solution delivers full-population risk monitoring with a verifiable case-level audit trail, automated triage that cuts outcome testing time up to 6x without added headcount, and population-level trend data enabling proactive rather than reactive intervention.
Assessments are fully configurable for any compliance focus. This includes complaints handling, ICOBS claims handling, vulnerability, Consumer Duty, Treating Customers Fairly (TCF), collections conduct or product-specific requirements. Firms can apply the same case-level oversight regardless of where their compliance priorities sit.
The intelligence behind every Detect assessment comes from FinLLM, Aveni’s suite of financial-services-specific AI models. Unlike generic large language models adapted for compliance use, FinLLM is the UK’s first purpose-built for regulated financial environments, enabling Detect to deliver more accurate, contextual and relevant assessments across conversations, documents and customer cases. This is particularly for Consumer Duty oversight, vulnerability detection and customer outcome assessment.
The enhanced capability has been trialled with a number of customers through 2026 and is ready for new customers today.
ENDS
For more information please contact Kate Forster, Head of PR and Communications, Aveni on kate.forster@aveni.ai.
About Aveni
Aveni is an award-winning AI fintech on a mission to embed safe, ethical, and high-performance AI into the heart of financial services. Specialising in domain-specific small language models and advanced natural language processing, Aveni builds enterprise-grade AI solutions – Detect and Assist – which intelligently automate complex processes across financial services workflows. From risk and compliance to adviser processes and operational oversight, Aveni technology flexes and scales around each organisation’s needs, enhancing productivity, ensuring regulatory alignment, and delivering actionable insight.
At the core of Aveni’s offering is FinLLM – the UK’s first small language model built specifically for financial services. Developed by Aveni Labs, a team of world-leading NLP scientists and engineers, FinLLM sets a new benchmark for secure, explainable AI adoption in regulated environments, aligned with FCA guidelines and the EU AI Act.
