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 of care report


Consumer Duty of Care: Why turning to technology is the only way to meet Duty obligations

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. Aveni Detect transforms QA automation, enables new, engaging coaching experiences and puts data-driven technology at the heart of your operating model.

Aveni Quality Assurance dashboard highlighting interesting parts of a contact centre call

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. 

Risk assessment dashboard

Use Aveni's Machine Line of Defence to understand gaps in your MI

Book a demo with us today

FCA vulnerable customer whitepaper
How companies can ensure the fair treatment of vulnerable customers

Understand how AI-driven speech analytics can better recognise, record and respond to vulnerable customers and their changing needs.

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