Key and Aveni.ai agree customer vulnerability partnership

Equity release specialist Key has revealed it is working with speech analytics platform Aveni.ai as it seeks to build on its customer service with artificial intelligence. The strategic partnership embeds Aveni.ai at the heart of Key’s customer interactions – monitoring conversations with artificial intelligence (AI) to improve the later life lending specialist’s ability to identify and support vulnerable customers in a cost effective and intelligent manner. 

From a business efficiency perspective, Key is also working with Aveni.ai to support improved advisor training and oversight processes, as well as boost quality assurance processes. The first phase of the rollout has already delivered compelling results, with Key’s quality assessors able to conduct call assessments in less than half the time due to the platform’s intuitive search options.

Will Hale, CEO of Key said  “We embrace innovation at Key, and our partnership with Aveni.ai demonstrates our commitment to using technology to consistently improve the quality of our advice, and ensure we continue to lead the market in how we support our clients.”

“Beyond efficiency, this partnership will allow us to drive greater transparency and oversight, and help us to better identify vulnerable and other high risk customers, all of which contribute towards ensuring the best possible outcomes for our customers.”

Joseph Twigg, CEO of Aveni said “Every company is unique, and off-the-shelf speech analytics tools often deliver less than optimal results, so we start by understanding the specific problems our customers are trying to solve.”

“It’s great to work with a company like Key that truly cares about its clients and recognises that innovative solutions can help improve customer service and ultimately unlock a wealth of new intelligence and insight.”