AI monitors every customer interaction in real-time for signs of financial difficulty, mental health distress, confusion, and coercion. Flags instantly. Escalates automatically. Full audit trail for every FCA Consumer Duty review. Built for regulated contact centres.
Consumer Duty requires you to demonstrate consistent identification and appropriate treatment of every vulnerable customer, not the obvious ones.
Whether an agent spots a vulnerable customer depends on their training, their mood, and how busy the queue is. The FCA expects consistent identification regardless of agent, channel, or time of day.
The Consumer Duty requires firms to proactively identify customers in vulnerable circumstances and take action to deliver good outcomes. Waiting for customers to self-declare is not sufficient.
When the FCA investigates a complaint involving a vulnerable customer, you need evidence that you had systems in place to identify and respond appropriately, at scale, not just in the cases you remember.
Pursuing debt collection with a customer experiencing mental health difficulties or financial crisis is a regulatory and reputational liability. The cost of a single enforcement action dwarfs the cost of prevention.
Monitors every interaction. Flags the moment indicators appear. Escalates before harm occurs.
Integrates with Amazon Connect for voice and your existing SMS, email, and WhatsApp channels. Every live conversation is transcribed and analysed in real-time throughout its duration, not just at the end.
AI identifies language patterns associated with financial difficulty, mental health distress, cognitive confusion, bereavement, and signs of third-party coercion. Weighted scoring across multiple signal types, not simple keyword matching.
When vulnerability is detected, the agent receives an in-call prompt to adjust their approach. High-confidence signals trigger immediate supervisor alert. The interaction can be paused, transferred, or flagged for specialist follow-up, configurable to your protocols.
Every detection, every escalation, every outcome, logged automatically against the customer record. Exportable vulnerability reports for regulatory review. Your Consumer Duty evidence is built continuously across every interaction.
Covering all four FCA vulnerability drivers: health, life events, resilience, and capability.
Human detection vs keyword matching vs Consumer Vulnerability Agent.
| Human Detection | Keyword Matching | Consumer Vulnerability Agent | |
|---|---|---|---|
| Coverage | Depends on agent attention | 100% but crude, misses context | 100%, context-aware, weighted signals |
| Accuracy | High false-negative rate, many missed | High false-positive rate, noisy alerts | Contextual scoring, confidence-weighted |
| Detection Speed | During call if noticed, often after | Real-time but unreliable | Real-time, under 2 seconds |
| Consistency | Varies by agent, queue pressure, time of day | Consistent but not intelligent | Same standard across every interaction |
| Audit Trail | Agent notes only, incomplete | Keyword logs, no context | Full log: signals, confidence, outcome |
| FCA Consumer Duty Evidence | Anecdotal, agent-dependent | Logs with no decision context | Exportable, regulator-ready reports |
| Book a Discovery Call |
We scope against your volumes, your systems and your compliance obligations, then quote a fixed price for delivery. Day rates for ongoing work. No per seat licence and no minimum term on a tool you have not seen working.
Thirty minutes on your volumes, your platform and what you need evidenced. We will tell you if this is not a fit.
Named intents or categories, agreed metric definitions, and your current numbers captured before anything is built. See how we measure.
Four to six weeks to production, priced up front against the agreed scope.
We operate it, or we hand it to your team with runbooks and dashboards. Your call.
Production-grade infrastructure. Your data stays in your AWS region.
Context-aware vulnerability detection using Claude. Weighted scoring across multiple signal types with full reasoning chains.
Real-time voice transcription and in-call agent prompts. Integrates with your existing Connect instance.
Serverless event-driven pipeline. Scales to any interaction volume without provisioning.
Built by an AWS Advanced Partner with deep expertise in agentic AI and contact centre solutions.
All four FCA Consumer Duty vulnerability drivers: health (physical and mental), life events (bereavement, relationship breakdown, job loss), resilience (low financial resilience, over-indebtedness), and capability (low financial literacy, language barriers). We configure the weighting to match your customer profile and regulatory obligations.
Keyword matching generates false positives and misses context. Our AI understands the meaning and sentiment behind what a customer is saying, not just whether a word appears. A customer who says "I can't cope" in a financial context scores differently than one discussing a sporting event. Contextual understanding reduces false alerts and catches signals that keywords miss entirely.
Real-time, during the live call. The agent receives an in-call prompt the moment vulnerability signals breach the configured threshold, while they can still adjust their approach, offer forbearance, or transfer to a specialist. Post-call analysis is also available for training and audit purposes.
Yes. We integrate with Amazon Connect for voice, and connect to your existing SMS, email, and WhatsApp channels via API. Your agents' workflow changes only by receiving in-call prompts when vulnerability is detected. No new interface to learn.
2-3 weeks from contract signature for standard deployments. This covers vulnerability model configuration, channel integration, escalation protocol setup, and dashboard access. You review and sign off before go-live.
The Consumer Duty requires firms to have processes to identify and respond to vulnerable customers. This agent provides systematic, documented identification across 100% of interactions, consistent application of response protocols, and a full audit trail for regulatory review. It is designed specifically to support Consumer Duty compliance evidence.
Detect every vulnerable customer. Escalate in real-time. Build your Consumer Duty evidence automatically.
Book a Discovery CallOr email us at hello@rel8.cx