Aveni enhances AI compliance platform for motor finance and insurance firms

Aveni has launched an enhanced version of its AI-powered compliance monitoring and outcome testing platform, Detect, allowing motor finance, specialist lending and insurance providers to assess complete customer cases across multiple communication channels.

The updated platform brings together calls, emails, webchats, SMS messages and supporting documents within a single workflow, enabling compliance teams to review customer outcomes across an entire journey rather than assessing individual interactions in isolation.

Aveni said the case-level approach is designed to help firms evidence how customers have been treated and identify higher-risk cases requiring human review, including in areas such as complaints, affordability, arrears, forbearance and vulnerable customer treatment.

The development comes as firms face increased regulatory scrutiny around customer outcomes under Consumer Duty, alongside requirements affecting motor finance redress and insurance claims handling.

“A concern raised in one interaction may only become significant when it’s considered alongside an email, a later conversation or the final action taken by the firm.

“Detect brings that information together so compliance teams can understand the complete customer journey, identify the cases that need attention and produce clear evidence of how customers have been treated.”

Aveni said Detect can assess all interactions and cases automatically, compared with traditional manual compliance sampling covering a proportion of customer interactions. The platform can be configured for areas including Consumer Duty, complaints handling, vulnerability, collections conduct and insurance claims.