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: 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.
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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Keep up to date with the latest in Natural Language Processing and Financial Services (NLP), news, opinions and Aveni life.
The Consumer Duty final guidance comes with big requirements for evidence. Firms will need to deploy advanced data-driven technology solutions to meet the regulator’s data-focused
Natural Language Processing (NLP) is a field in artificial intelligence that enables machines to understand, process and analyse natural language in a similar way that