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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 bills under a contract with a single pricing dimension measured in SERTS Units. You pay based on the number of units you commit to, so your cost scales with that quantity. SERTS stands for Sentiment Evaluation in Real-time Speech. The software analyses call audio tonality to detect cues like frustration, satisfaction, or vulnerability. There are no separate tiers or instance-size options to choose between. All usage is priced through this one unit-based dimension.
Top-of-mind questions for buyers
You send short call audio clips to a deployed endpoint, each as mono .wav, 16-bit PCM, 16kHz. Each clip can be up to 3 MB, with up to 10 clips per request. The model returns a sentiment label and a probability for every output class per clip.
The unit price covers the software model only. You deploy it as a SageMaker model package and create your own endpoint, recommended on ml.m5.xlarge for real-time inference or batch transform. The underlying AWS compute, storage, and endpoint running time are billed separately by AWS.
No. You send only the raw call audio, base64-encoded in a JSON request. The model analyses tone of voice and what is said together, so no separate transcript is required. This multimodal approach combines tonality with the words spoken in one request.
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Support
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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