Sold by: Smartbot
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Help finserv contact centres evidence FCA Consumer Duty compliance by detecting customer vulnerability and distress in real time using Smartbot's sentiment-aware AI
Overview
Smartbot - Real-Time Sentiment aware AI for Contact Centre Compliance
Smartbot is a real-time sentiment-aware application purpose-built for financial services contact centres. It automatically identifies vulnerable or distressed customers during live interactions, helping institutions evidence FCA Consumer Duty compliance while improving customer retention and revenue growth.
The Compliance Challenge
Financial institutions must demonstrate duty of care to vulnerable customers under FCA Consumer Duty regulations. Manual monitoring is inconsistent and unscalable. Smartbot solves this by continuously analysing voice tonality and text in real time, flagging vulnerability cues such as frustration, distress, or confusion as they occur - giving compliance teams auditable evidence and agents actionable guidance.
Highlights
- Smartbot automatically identifies vulnerable or distressed customers in real time during live contact centre interactions, creating an auditable compliance trail that helps financial institutions evidence FCA Consumer Duty obligations. By flagging vulnerability cues as they occur rather than in post-call review, compliance teams gain immediate visibility and agents receive actionable guidance to deliver appropriate support.
- Powered by SERTS (Sentiment Evaluation in Real-time Speech), Smartbot's proprietary deep-learning algorithm analyses voice tonality and text simultaneously to detect sentiment cues including frustration, satisfaction, and vulnerability. SERTS achieves excellent results on challenging improvised datasets, competitive with state-of-the-art multimodal sentiment models.
- Smartbot maps customer experience improvements directly to measurable financial outcomes including revenue growth, cost savings, and customer retention. Purpose-built for financial services contact centres, it connects real-time sentiment insights to key business metrics so leadership can quantify the ROI of CX investments and justify compliance technology spend.
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Dimension | Description | Cost/month | Overage cost |
|---|---|---|---|
SERTS | Smartbot is sentiment-aware AI that analyses tonality to detect cues like frustration or satisfaction or vulnerability. Powered by SERTS (Sentiment Evaluation in Real-time Speech). | $1.00 |
Dimensions summary
This listing uses a single contract-based pricing dimension called SERTS (Units). You buy units of the sentiment-aware AI, which analyzes speech tonality to detect cues like frustration, satisfaction, or vulnerability. Pricing is based on the quantity of SERTS units you commit to, so your cost scales with the number of units purchased. There are no separate tiers or add-ons. You select the unit quantity that matches your needs under the contract term.
Top-of-mind questions for buyers
A SERTS unit maps to the sentiment-aware AI capability that analyzes speech tonality in real time. It detects emotional cues such as frustration, satisfaction, or vulnerability during calls. You buy units under the contract, and your cost scales with the quantity you commit to.
SERTS runs a dual analysis. It examines the caller's audio tone to detect emotional cues using deep learning. It also evaluates the spoken words to assess intent. Both the emotional context and the meaning of the conversation are captured in real time.
SERTS runs as a standalone, modular software environment that integrates with existing call centre systems. It is built on AWS and uses AWS SageMaker for scalable processing. This design lets you add emotion monitoring without heavy development resources or complex external infrastructure.
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Vendor support
Smartbot provides prompt and reliable support for all users. Our team is available Monday to Friday (9 AM to 5 PM BST) to assist with technical queries. Customers can expect a response within 48 hours of raising a support request. For critical issues, we prioritise resolution with utmost urgency. We are committed to ensuring a smooth and valuable experience with Smartbot Support Email: support@smartbotsoftware.com
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