Aveni Case Study: The Key Group

Written on
byHayfa Bukhari

Quality Assurance  transformation at a  leading later life provider


Aveni is working closely with one of the UK’s leading later life providers to completely transform the coverage, speed and accuracy of its call oversight capabilities.



This organisation operates in a particularly vulnerable market with Quality Assurance forming an important part of customer protection.

On a monthly basis, this organisation has over 3000 client interactions and a typical meeting time of c90mins.  There are multiple lines of defence that currently review less than 1% of these interactions to determine a fair outcome for customers.

The existing process relies on random sampling and human assessors listening to the full call in order to carry out a review. This severely limits their ability to increase the coverage of reviews.

Due to the multiple lines of defence reviews were at times inconsistent and uncoordinated across the organisation.



Leveraging Aveni Detect means the multiple lines of defence can now review calls in a consistent manner.

Our risk scoring mechanism ensures high priority calls are flagged early so limited resources are allocated correctly. This functionality is particularly useful for the vulnerability champion to carry out focused reviews.

Our call detail page transformed call assessment by automatically flagging compliance questions and statements, pinpointing exact points of the call with potential risks or events and allowing easy search functionality across a call.

Population-level statistics point to trends and insights assisting management oversight.



Feedback collected from all users via observation sessions was a significantly more efficient review process recording a c65% time saving on average.

More focused users such as the Head of Risk and Vulnerability Manager noted they now have greater visibility across their customers and are equipped with a tool that allows a more strategic approach to emerging trends e.g. Covid 19.

The multiple lines of defence noted better alignment across the organisation and the importance this technology can bring to the future as we unlock value across the operating model.


To learn more, visit Aveni Detect 

Other recent posts


Demonstrating Consumer Duty Compliance with Technology - Key Takeaways from Aveni’s recent webinar

In our latest Consumer Duty webinar series,”Demonstrating Consumer Duty Compliance with Technology,” Joseph Twigg, CEO of Aveni, sat down with John Liver, Strategic Adviser at Kore and NED at Barclays, and Alan Blanchard, Head...

Aveni SPW

Schroders Personal Wealth adopts AI-based Aveni Detect platform to transform compliance function

Aveni, has been selected by Schroders Personal Wealth (SPW) to transform its compliance function. Through the deployment of the Aveni Detect platform SPW will use the latest advances in Natural Language Processing (NLP) to...


Human in the loop 101: what is it and why is it so important?

Financial services firms have been turning to Natural Language Processing (NLP) solutions to extract valuable insights from vast amounts of unstructured data. But even the most advanced algorithms can’t match the intuition and creativity...

Screenshot 2023-02-15 at 11.53.52

'Dear CEO' letter: The FCA highlights gaps in Consumer Duty Implementation plans

The FCA has sent its ‘Dear CEO’ letters to 8 sectors in the financial services industry, providing guidance on how to effectively implement and embed the Duty. The letter outlines four key components:   ...

Analyst working with computer in Business Analytics and Data Management System to make report with KPI and metrics connected to database. Corporate strategy for finance, operations, sales, marketing.

The top 5 things financial services CROs are prioritising

As the financial services industry continues to evolve, risk and compliance functions are facing unique challenges. At the forefront of this evolution, Chief Risk Officers (CROs) are working tirelessly to ensure that their organisations...

Auto QA

Auto QA - the key to compliance and risk reduction

We’re all aware that Quality Assurance is a critical aspect of managing risk in the financial services industry. Without it, firms would have no idea if they were adhering to regulatory requirements. However, with...

consumer duty resources

5 top RegTech trends Chief Risk Officers need to be on top of in 2023

As we progress into the new year, it’s important for Chief Risk Officers (CROs) to keep an eye on the latest RegTech trends. By adopting the right technologies, CROs can ensure that their organisation...


A quick history of Natural Language Processing 

Natural Language Processing (NLP) is a field of artificial intelligence that involves the use of algorithms, statistical models, and other techniques to analyse, understand, and generate human language. NLP has a wide range of...


Aveni’s 2022 Consumer Duty Resources

As the year comes to an end, it’s a good time to reflect on the events of the past 12 months, both the good and the not-so-good. For both the Financial Services industry and...