Aveni, an AI solutions company, has partnered with UK-based Age Partnership, a leading equity release advisory firm, to revolutionise their Quality Assurance (QA) monitoring capacities. This strategic collaboration aims to enhance QA monitoring in terms of coverage, speed, and precision.
Age Partnership is widely recognised for its multi-product advice, providing later life lending options to secure the best solutions for their clientele. The company, with a deep commitment to client-centricity, continuously strives to innovate and adapt to the ever-evolving FinTech landscape.
The company faced significant challenges in their QA process. Manual review of calls by QA assessors was a time-consuming task, often involving assessment of calls with no discernable issues. Age Partnership needed a solution to accelerate their QA process, augment oversight of client interactions, and produce data-led proof of compliance in alignment with FCA Consumer Duty regulations. They required a user-friendly, easily integrated solution offering actionable insights post QA assessment.
Aveni’s AI solution, Aveni Detect, was selected to resolve these challenges. Utilising Natural Language Processing (NLP), Aveni Detect automates the QA process. The solution listens to, transcribes and identifies key phrases and topics in calls and flags potential issues, enabling Age Partnership’s QA team to concentrate on the crucial aspects of calls and promptly identify any potential problems.
The implementation of Aveni Detect was a collaborative process between Age Partnership’s QA, Compliance and IT telephony teams and Aveni, ensuring a seamless integration with the existing CRM system. Training was also provided to super-users at Age Partnership, who then regularly met with Aveni’s customer success team to ensure a smooth on-boarding process.
The partnership between Aveni and Age Partnership has proved beneficial with the swift and seamless implementation of Aveni Detect. Age Partnership’s Head of QA, Gavin Syson, said, “Aveni Detect has improved our review process, leading to time savings of up to 30%. This efficiency increase is due to machine checks of certain QA questions and the ability to quickly navigate calls using searchable transcriptions with timestamps.”
Syson continued, “Aveni’s team is exceptionally knowledgeable and have a can-do attitude, which has been invaluable in deploying tech solutions of this nature.”
Age Partnership plans to extend Aveni Detect to its Mortgage and Wealth departments and also seeks to use the advisor dashboard for capturing the monitoring undertaken on cases not reviewed by the QA team, thus enhancing overall coverage. They also plan to integrate the remaining QA questions into the process and introduce Sales managers to review advisor metrics.
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