Vulnerable Customer Detection Under FCA Consumer Duty
How firms can identify vulnerable customers who never say they are struggling: EchoDepth reads distress, anxiety and cognitive-overload signals in calls, scores each interaction and keeps the audit record Consumer Duty asks for.
Transcript (1 minute 42 seconds)
Under Consumer Duty, firms must deliver good outcomes for every customer. Including the ones who never say they're struggling.
Many won't tell you. Bereavement, illness, money worries. Some don't recognise it in themselves, and some don't want to say.
But it often shows in how they speak. The pace slows, the pauses grow, and the words start to change.
EchoDepth listens for those signals in every call. Distress, anxiety and cognitive overload, from vocal patterns, pace, hesitation and language. No declaration needed.
Each interaction gets a Vulnerability Signal Score, with the moments that drove it, timestamped.
So your team can slow down, check understanding, or bring in specialist support, while the customer is still on the line.
And every call leaves an audit record: vulnerability was assessed, and here's what happened next. That's the evidence Consumer Duty asks for.
It matters most where harm is likeliest. Collections, complaints, and difficult decisions like a loan decline.
EchoDepth flags. People decide. Every determination stays with qualified staff, under UK GDPR, with consent built in.
EchoDepth. Hear who needs more care, while there's still time to give it.