Powering Consumer Duty compliance with a Machine Line of Defence™
Automatically track and analyse Consumer Duty KPIs
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Consumer Duty: The Chief Risk Officer Survey Results
Find out from +80 Senior Risk & Compliance Executives what their Consumer Duty priorities and plans are and how your stack up.
Automatic machine assessment of every customer interaction
As regulation becomes more data-driven, our AI-driven ‘Machine Line of Defence’ lets you identify risks and get a true understanding of your customers and their outcomes.
Powering deeper insight and efficiency across the board
To meet Consumer Duty, organisations will need significantly more coverage and deeper call analysis. We automatically assess Consumer Duty KPIs at scale using Natural Language Processing (NLP), providing insights into compliance, changes over time, and performance relative to your peers.
Auto QA assessment Human-informed automation at its best
Aveni is the only speech-driven solution on the market that focuses exclusively on machine automation of the QA process using your company’s specific QA forms and terminology. Auto QA of all your customer interactions means you can get the coverage you need to meet Consumer Duty requirements, boost efficiency, enhance executive oversight, improve complaints handling and much more.
Drive performance across the 4 key Consumer Duty themes
Consumer Understanding
Measure agents’ efforts to support customer understanding such as asking the right questions and clearly explaining terms to ensure that customers truly understand your product or service.
Price & Value
Gauge customer sentiment towards pricing, capture references to competition and wider market conditions. Track the reliability of adviser measures such as affordability and eligibility checks to ensure customers receive the value they’re paying for.
Consumer Support
Measure accessibility, sentiment and the quality of support provided as how customer needs – especially those in vulnerable circumstances – change over time to ensure the suitability of products and service.
Product & Service
Gauge a customer’s sentiment towards products and services throughout its life-cycle. Use this data to prioritise improvements to open and closed products ahead of Consumer Duty deadlines.
We've embedded the FCA’s guidance on the fair treatment of vulnerable customers into our platform
Identifying vulnerable customers
Accurate and automated identification of vulnerable customers. Better understand how your vulnerable customers are treated from a population level.
Understand vulnerable customers’ needs
Get a deeper understanding of all your customer vulnerability needs across all interactions and use insight to drive product and service development.
Up-skill agents to identify and serve vulnerable customers
Train staff to better manage vulnerability. Create a live feedback loop between performance and training to drive more engaging coaching opportunities.
Continuous and consistent fair treatment
Achieving consistency with large customer teams is challenging. With accurate oversight of all vulnerabilities you can identify and address any shortfalls in customer treatment.
Demonstrating you’re monitoring and analysing the data
Gain insight across populations to test high interest calls and assess appropriate handling. Identify trends, ensure a rapid response to vulnerability issues and have evidence in place for the regulator.
Real time measures to ensure fair treatment
We can flag to agents, in-call, where vulnerabilities emerge, and to supervisors when critical issues are discussed. This represents a fundamental shift from second line detection, to first line prevention.
Use Aveni's Machine Line of Defence to understand gaps in your MI
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Consumer Duty: Why turning to technology is the only way to meet obligations
The tools and technologies firms can implement to meet the FCA’s Consumer Duty requirements.
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