Fairer treatment of vulnerable customers using a Machine Line of Defence™

Better recognise, record and respond to your vulnerable customers

Vulnerable customer information


Consumer Duty: The Chief Risk Officer Survey Results

Find out from +80 Senior Risk & Compliance Executives what their Consumer Duty vulnerable customer priorities and plans are and how yours stack up.

Automatic machine assessment of every customer interaction

Meet the FCA’s guidance on the Fair Treatment of Vulnerable Customers with our AI-driven ‘Machine Line of Defence’. Identify vulnerability risks and get a true understanding of vulnerable customers and their outcomes.

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Powering deeper insight and efficiency across the board

To meet vulnerable customer requirements, organisations will need significantly more coverage and deeper call analysis. Aveni Detect monitors every customer interaction to ensure regulatory compliance by more accurately identifying vulnerable customers, and providing a better understanding of them over time, and at scale. 

Auto QA

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 vulnerable customer requirements, boost efficiency, enhance executive oversight, improve complaints handling and much more.

Aveni's platform has embedded the FCA’s guidance on the fair treatment of vulnerable customers

Identifying vulnerable customers

Our vulnerability models have been developed according to the FCA’s FG21/1 framework. Achieve accurate and automated identification of vulnerable customers. Better understand how your vulnerable customers are treated at a population level.

Understand vulnerable customers’ needs

Get a deeper understanding of all your customer vulnerability needs across all interactions and use detailed insight to drive product and service development.

Up-skill agents to identify and serve vulnerable customers

Train staff to better manage customers in vulnerable circumstances.  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 or inconsistencies 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 Management Information and 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 management information

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Customer vulnerability report
How companies can ensure the fair treatment of vulnerable customers

The tools and technologies firms can implement to meet the FCA’s  vulnerable customer requirements.

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