Book a demo

Cavendish Online using Aveni Detect to drive Consumer Duty excellence through intelligent automation

100% monitoring of specific test points

Aveni Detect deployed over three customer journeys

Provides valuable insight into all applications, which was previously unavailable.

Aveni Detect enhancing Assurance and improving customer outcomes

Cavendish Online (part of Lloyds Banking Group) is the UK’s leading online fee-based discount broker of financial services products, providing primarily life insurance, critical illness and income protection. Cavendish Online has been using Aveni Detect for two years and in 2025 expanded the scope to provide 100% monitoring of specific test points across all of its Single Tie customer journey applications. Aveni Detect is helping to provide greater efficiency, enhanced assurance, improved customer outcomes and compliance with Consumer Duty.

WHY AI?
Why AI?
Cavendish Online utilises an outcome testing framework across completed protection applications to ensure they deliver good customer outcomes. This framework is a mix of binary and non-binary test points which have to be met. The challenge it was looking to address with AI initially was to capture all binary points, but more crucially in the longer term to find a more robust solution across the non-binary points. To be able to achieve 100% automated monitoring and assurance across all applications to avoid unfair outcomes will offer a transformative reduction of risk. This is crucial to delivering fair customer outcomes and regulatory compliance.
PILOT TO IMPLEMENTATION
From pilot to practical implementation - embedding AI into outcome testing
An initial proof of concept trial received positive feedback on the platform's usability and transcription features. Some challenges integrating into the existing telephony system limited full automation of the testing framework (due to manual call uploads being required). This is now resolved with a new telephony provider and a significant step forward has been made towards greater automation. An in-depth pilot programme has followed to consider how Aveni Detect could be extended effectively to cover all necessary outcomes within the framework through a combination of audio recordings and other application outputs.

Aveni Detect is now deployed over six teams (three customer journeys) comprising 42 customer-facing colleagues.
CONSUMER DUTY
Consumer Duty consistency through 100% call monitoring
The 100% monitoring capability provided by Aveni Detect provides significant assurance and insight, particularly from a regulatory perspective under Consumer Duty. It provides valuable insight into all applications, which was previously unavailable.

The ability to automate monitoring for 100% of calls and identify potentially unfair outcomes will provide Cavendish Online with critical insight on customer outcomes and enable them to continue to raise the bar on their customer focus. This creates an advantage in the industry, where Cavendish Online is already competitive.

Going further with AI implementation to drive positive outcomes

Aveni is working with the team at Cavendish Online to support three key areas of future development for Aveni Detect: 

Automating the risk assessment of consumer understanding across all applications

Assessing applications across a bank of core medical questions to ensure full coverage and capture of information

Comparing all call recordings with application documents to confirm all medical disclosures are included.

See Detect in action

If you manage regulated customer journeys, you need more than sampling. You need proactive oversight, evidence and consistency.

Book a demo
Aveni AI Logo
Book a demo