Calls ringing round the branches, WhatsApp outside any system and Consumer Duty to evidence.
Every conversation answered well, and on record
Struggling customers get in touch on whatever channel they can, often outside any recorded system. We bring every channel onto platforms that answer quickly, spot vulnerability and record what was said, so you can show the FCA what happened and why.
Every interaction retrievableConsumer Duty evidence ready
Vulnerability spotted: passed to a specialist with notes
Trusted by teams where every conversation counts
Sound familiar?
What financial services leaders told us before we started
In their own words, from banks, building societies, lenders and wealth firms we have spoken to this year.
“As much as we state to our user base that that's not a supported communication channel, it's being used, you know, let's be honest.”
IT lead, wealth management firm, on WhatsApp
“If you were calling in, and the number of lines was already taken, basically, the person calling in would only get an engaged tone. So we never knew how many calls we were missing.”
Head of customer experience, specialist insurance broker, on their old system
“Someone then calls us, but then later on emails us, and then tomorrow morning WhatsApps us.”
Head of operations, second charge mortgage lender
“What we have at the minute, or hunt groups. Which go around all of our branches to get somebody to pick up, and yeah, that can be not a great experience.”
Operations leader, building society
“All trust goes out the window of using it, you know, so suddenly you're back to square one, because you've got to convince people that it is safe and can provide the right results.”
Head of IT, building society, on AI
“If any of the phone system breaks, we haven't got a business either, so... which is what began the whole process, because it kept breaking.”
IT leader, fintech lender
What changes?
One struggling customer, two very different outcomes
Channels nobody joined up4 contacts, no record
5:40pm Calls about a missed paymentThe hunt group rings round the branches. Nobody picks up.
5:55pm Messages a branch colleagueOn WhatsApp, outside any recorded system.
Next day Explains it all againTo someone new. The signs of vulnerability are missed.
Weeks later A complaint with no recordNothing to show the FCA what was said or why.
Answered, supported and evidenced1 call, the right help, on record
5:40pm Answered first timeIdentified before anyone picks up, with the history on screen.
5:42pm Vulnerability flaggedRouted to a trained specialist with notes attached.
5:58pm On recordThe call, any messages and the outcome saved as Consumer Duty evidence.
Illustrative example
Who feels the difference?
Good outcomes you can prove, from the board to the front line
Consumer Duty evidenceEvery interaction retrievable, not a sample.
Vulnerability you can seeFlags, routes and outcomes reported, not assumed.
AI your compliance team signs offControls agreed before any AI goes near a customer.
A business case in poundsCost per contact and per resolution, measured first.
Where does AI fit?
AI your compliance team can sign off
Vulnerability spotted in real timeSigns flagged during the conversation and routed to a specialist.
Every conversation checkedQuality assured across all calls, not the 1 to 5% a team can listen to.
Clear limitsIt never gives financial advice or makes a lending decision.
A full audit trailWhat the AI said, why, and when a person stepped in.
Live callInbound, 14:02AI agent
CallerI lost my job last month and I cannot make this payment.
Identity verifiedVoice match and date of birth0:18
Reason capturedPayment holiday request0:31
Vulnerability flaggedMentions a recent job lossPriority0:40
Passed to a specialistSummary and notes attached, nothing asked twice0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Client result80%fewer abandoned calls at a specialist insurance broker, so far fewer customers give up in the queue and go elsewhere.
In my 22 years... definitely been the most positive partnership experience that I've had with Zoom and with you guys, for sure.
Head of customer experienceSpecialist insurance broker
More client results
Record100% of client conversations
Keepcallback requests for 3 days, not 24 hours
Cutcost per contact by 30% at a fintech
Moveonto a new platform in 30 days
Why they chose us
“Knowledgeable, quick, you know, it's either a yes or no with things as well, you know, there's no grey area.”
Head of customer experience, specialist insurance broker, on Fortay's support
“I think you've done a really good job of making a very common example which you might be able to start using straight away.”
Head of customer experience, specialist insurance broker, on the AI knowledge base
“He's always comes back with answers quite quickly. So yeah, really good.”
IT administrator, specialist insurance broker
Which platform?
Chosen for what your regulator expects, not for the demo
We work across the leading communications, recording and compliance platforms, and connect them to your CRM and core systems. Every option is tested against Consumer Duty, recording rules and your own risk appetite before you commit.
Every channel recorded, WhatsApp included
Retention set to your FCA and MiFID II position
Payments kept out of earshot with PCI tools
The true cost, set out before you commit
Communications and contact centre
Compliance and AI
Plus your CRM and core systems
How does a project run?
A proven approach, shaped by more than 150 projects
01
Review
We measure how customers reach you, where contact goes unrecorded and what you could evidence tomorrow.
02
Design
Channels, routing, recording and vulnerability handling designed around your Consumer Duty position.
03
Build
Built alongside the old system, tested fully and switched over in stages.
04
Run
Our own team stays on, reporting on answer rates, evidence gaps and what AI handled each month.
What do people ask?
Common questions
How does this help with Consumer Duty?
Every interaction is recorded and retrievable, vulnerability is flagged and routed, and you can show what was said, what was done and why, across every channel.
What about staff using WhatsApp?
We bring WhatsApp onto a recorded, supported platform, so customers keep the channel they like and you keep the record.
Can AI be used safely in a regulated firm?
Yes, within clear limits. It handles routine requests and flags risk, never gives advice or makes decisions, and logs everything for audit.
Will it work with our core systems?
In most cases, yes. We connect to your CRM and core platforms, and where an older system has no usable connection, we tell you early.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us