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 SERTS emotion-aware AI.
Overview
Smartbot - Real-Time Emotion AI for Contact Centre Compliance
Smartbot is a real-time emotion-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 emotional cues including frustration, satisfaction, and vulnerability. SERTS achieves a mean Macro-F1 score of 72% on the challenging improvised scripts of the IEMOCAP dataset, 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 emotional 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 emotion-aware AI that analyses the emotional tone to detect cues like frustration or satisfaction or vulnerability. Powered by SERTS (Sentiment Evaluation in Real-time Speech). | $1.00 |
Dimensions summary
Smartbot Software uses a contract pricing model with one dimension: SERTS (Units). You buy units of the SERTS engine, which analyses emotional tone in speech to detect cues like frustration, satisfaction, or vulnerability. Pricing scales with the number of units you commit to under the contract. There are no separate tiers or add-ons to choose between. Your cost grows as you add more units.
Top-of-mind questions for buyers
The marketplace listing prices SERTS by units but does not define what a single unit maps to, such as a call, minute of audio, or agent seat. To confirm exactly what one unit counts toward your usage, contact the vendor before committing.
SERTS uses machine learning to examine a caller's audio tone and detect emotional cues like frustration, satisfaction, or vulnerability. A language model also evaluates the words spoken to judge intent. This dual analysis captures both emotional context and meaning in real time during support calls.
Yes. SERTS is built as standalone modular software that integrates with existing call centre systems. This design reduces development work, so you can add real-time emotion monitoring without rebuilding your current setup. It suits industries like finance, customer service, and AI-driven applications.
www.smartbotsoftware.com
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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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