Developed as a ‘Machine Line of Defence,’ the Aveni Detect platform analyses all customer interactions and mitigates against a range of risks from conduct and complaints to customer vulnerability. Aveni Detect has promised to help financial services firms meet the new Consumer Duty regulation which comes into effect in July 2023. Its AI platform uses the latest advances in Natural Language Processing (NLP) to monitor every customer interaction to produce data-led evidence of compliance with new Financial Conduct Authority (FCA) legislation.

Genesys Cloud CX™ — a modern, API-first experience orchestration platform that enables organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimization — can be connected to the Aveni Detect product immediately and customers can start utilising the dedicated dashboard to systematically identify and understand risks.

Inclusion on the AppFoundry provides the opportunity to make scalable, data-driven technology an accessible part of the model for financial services firms.

Joseph Twigg, CEO, Aveni explains, “Consumer Duty is a game-changer as the FCA moves to data-first supervision and the expectations of quality and risk assurance are fundamentally shifting. Technology deployment is essential for financial services firms in the UK to meet the level of data-driven demands expected.”

“The increased versatility through open APIs means Genesys customers can have access to the Machine Learning-based data-driven technology of Aveni Detect within an hour. This offers a paradigm shift for companies to achieve Consumer Duty compliance across all customer interactions triaging high risk cases for human review, and transforming their management of regulatory and reputational risk.”