Powering Consumer Duty compliance with a Machine Line of Defence™
Meet Consumer Duty requirements and better recognise, record and respond to vulnerable customers
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.
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 meet Consumer Duty requirements, increase coverage, boost efficiency, enhance executive oversight, improve complaints handling and much more.
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 insight and efficiency across the board
To meet Consumer Duty, firms will need better ways to draw insights from customer and agent data, especially at board level. Aveni Detect surfaces not just insights across all interactions, but offers actionable outcomes that impact multiple areas of a business, effectively becoming the ‘Central Nervous System’ of your customer operations.
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.
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CRO Consumer Duty survey findings: Customers at the heart of your business? Now is the time to prove it.
We surveyed +80 Senior Compliance and Risk Officers from across the UK’s Financial Services sector to find out their top priorities and investment plans for
This is an excerpt from our Human+ whitepaper. Download here for full details about how data driven technologies can power human centred advice. The recent