Conversation Intelligence for FCA-Regulated Firms

Your agents made 4,000 calls
last month. You listened to 40.

The upsells, the saves and the risk you missed are all sitting in the other 3,960. Cognifai analyses 100% of your calls and chats, and tells you exactly what is in them: the revenue your team walked past, how your agents actually perform, and anything you would want to know before someone else finds it.

Request your review →

No cost. No migration. No IT project.

100
conversations is all we need. Every missed opportunity, coaching gap and compliance flag, named and timestamped in 7 days. No cost.
Request your review ↓
<5%
of conversations reviewed manually by the average firm.
The other 95%? Invisible.
McKinsey & Company, 2024
11
live FCA investigations into Consumer Duty breaches. The evidence you would need cannot be built from a 5% sample.
FCA Enforcement Watch, July 2026
Scroll
Built for FCA-regulated firms Insurance Mortgages Consumer Finance Debt Solutions Wealth Management
The 95%

The conversations you never hear
are where the money is.

Every conversation your team has is a data point about your customers. What they nearly bought. What they did not understand. Why they hesitated. Why they left.

Fewer than 5% of those conversations are ever reviewed. Most firms score one to four calls per agent, per month. The rest is recorded, stored, paid for, and never heard by anyone. That is not a compliance problem. It is a commercial one.

A 100-conversation review surfaces every one of those moments: the opportunity never raised, the renewal never defended, the close never attempted. Not modelled or estimated from an industry average. Specific calls, specific customers, each one timestamped so your team can go and listen for themselves.

Your contact centre has more than 100 conversations before lunch.

We will not put a number on your firm until we have heard your conversations. You want your own figure, not an industry average.

And the same conversations tell you where the risk is.The identical analysis that finds a missed cross-sell also finds the exclusion that was not explained, the vulnerability signal that was not logged, and the card number read aloud onto a recording. One pass over the data. Three answers.

For context: a Section 166 skilled person review typically costs a firm £50,000 to £200,000+, paid before the regulator reaches any conclusion. Insurers and brokers were billed £2.71m for eight such reviews in the year to March 2024 (FCA Freedom of Information disclosure).
The Problem

The conversations you don't review
are where your best commercial intelligence is sitting.

BEFOREManual QA: the old way
NOW REVIEWING
REC-2841.mp3
04:12 / 08:34
4calls reviewed today
Remaining95 unreviewed
Reviewing fewer than 5 in every 100  ·  95+ remain unheard  ·  breach probability: unknown
AFTERCognifai QA: the new way
100%
CONVERSATIONS ANALYSED
REC-2842
REC-2843
REC-2844
REC-2845
REC-2846
REC-2847
PROCESSING
Compliance flag
QA scorecard
Missed revenue
100% of calls and chats analysed  ·  findings in minutes  ·  nothing missed
The Regulatory Case

Worth doing for the revenue alone.
The regulator just made it unavoidable.

FCA Voluntary Requirements (VREQs) Secured Per Year
15
2019/20
21
2020/21
53
2021/22
82
2022/23
102
2023/24
15 → 102 in five years. Roughly 7× growth. The FCA's supervisory net is getting wider, not smaller.
Source: FCA interventions team data, obtained via Freedom of Information disclosure (as reported by Compliance Corylated): 15 voluntary outcomes (2019/20) rising to 102 (2023/24).
01
Evidence, not assumption
Under Consumer Duty, firms must demonstrate they are delivering good outcomes, not assume it. The FCA has been explicit that collecting data and reporting MI does not, by itself, show anything. Firms must show what the information told them, what they did, and whether it worked. That audit trail cannot be built from a 5% sample of your conversations.
02
Vulnerability, by driver
In July 2026 the FCA specifically criticised firms for aggregating vulnerability data rather than segmenting it by driver: health, financial resilience, life events, capability. Those drivers surface in conversation and almost nowhere else. A customer mentions a bereavement, a diagnosis, a redundancy. Structured data will never capture it. FCA, 27 July 2026
03
Sales practice scrutiny
The FCA is examining whether customers genuinely understand terms, exclusions, fees and risks before they buy. A keyword tool can hear a term mentioned. It cannot hear whether the customer understood it.
04
Continuous, not periodic
The FCA’s Mills Review (July 2026) describes firms moving beyond “periodic review, manual sampling or fixed workflow rules” towards continuous monitoring of customer interactions across every channel. The direction of travel is settled.
See what is actually in your conversations.
Request your review.
→
What Cognifai Delivers

One intelligence layer.
Three answers. Every conversation.

Revenue
The revenue is already in your conversations. You just can’t hear it.
Every product gap. Every upsell moment your agent walked past. Every cancellation call where the customer could have been saved and nobody tried. Surfaced, categorised, quantified, and routed to the people who can act on it, while the customer is still warm.
Coaching
Every agent scored on every conversation. Not four in a hundred.
Your best agent and your weakest one are separated by things neither of them can see. Cognifai scores every conversation, so coaching is grounded in evidence rather than the handful a QA manager got to this week. Fair, specific, auditable, and it makes your average agent perform more like your best one.
Risk
Find it in week one, not in a regulator’s letter.
Compliance issues flagged, timestamped, attributed and evidenced as they happen. A firm that spots a systemic sales practice failure in week one fixes it in week two. The alternative is finding out from someone else, much later, with a lot less control.
Ask Better Questions

Stop sampling conversations at random.
Start asking the questions that matter.

A keyword tool only finds what you told it to look for. The deal you lost and the breach that ends up in an FCA letter are both the thing nobody thought to search for. Cognifai understands meaning and context across every conversation, voice and chat, so you can interrogate all of them in plain English, and get an evidenced answer in minutes:

→“Identify every missed cross-sell opportunity this month, by product.”
Revenue
→“Find every cancellation call where the customer could have been saved.”
Revenue
→“Which agents are drifting from the script, and where exactly?”
Coaching
→“Show me every conversation where a customer showed signs of vulnerability.”
Risk

Legacy speech analytics can't answer a single one of these. It matches words against keyword libraries you spend months building, then rebuilding every time a product, script or campaign changes. A phrase-spotter can hear “critical illness” mentioned; it cannot hear whether the customer understood it, or whether anyone offered it. Cognifai reads meaning, not word lists. Nothing to build. Nothing to retune.

The FCA’s Mills Review (July 2026) describes firms moving beyond “periodic review, manual sampling or fixed workflow rules” towards continuous monitoring of customer interactions, on every channel.

The Call Review

This is what lands
in your inbox.

A full review drawn from 100 of your customer conversations: calls, chat transcripts or a mix. Every pound of missed revenue named and sourced. Every agent scored. Every compliance flag evidenced.

£21k
Revenue left on the tableMissed cross-sells, add-ons and renewal saves, annualised at market rates.
58
Coaching findingsIndividual scorecards across every recorded conversation, with priorities identified.
31
Compliance risk flagsAcross Consumer Duty, product disclosure and vulnerable customer obligations.
7
PCI DSS breach eventsCard payment data spoken aloud on recorded calls. PCI DSS v4.0 prohibits retaining CVV data after authorisation in any format, including audio.
SPECIMEN REPORT · 100-CALL REVIEW
Scenario: independent health insurance broker  ·  17-seat contact centre  ·  UK  ·  100-call review
Revenue & Risk
Review
31
Compliance
Risk Flags
58
Coaching
Findings
£21k
Premium
Missed
5
Critical
Actions
⚑ Critical: Immediate Action Required
Card payment data spoken aloud and recorded in 7 calls. PCI DSS v4.0 prohibits the retention of CVV security codes after authorisation in any format, including audio. Your recording estate currently holds prohibited card data.
Compliance Risk: Top Findings
01
PCI DSS: Card Data on Recorded Calls
Full card numbers, expiry dates, and CVV spoken aloud across 7 calls. Retention of CVV in recordings is prohibited under PCI DSS v4.0.
Critical
02
Consumer Duty: Pre-Existing Exclusions Not Explained
Customers confirmed policy understanding without agent explaining key pre-existing condition exclusions in 19 calls.
Critical
03
Waiting Periods Not Disclosed at Point of Sale
Standard waiting periods for new conditions not mentioned during 14 new business calls.
Critical
04
Vulnerability: Financial Distress Not Logged
Customer disclosed financial difficulty on 4 calls. Not flagged or recorded on system.
High Risk
Agent Performance Scorecards
Agent 1
84
Strong retention · compliance gaps on complaint calls
Agent 2
79
Most thorough fact-finds · highest cross-sell rate
Agent 3
71
Good empathy · inconsistent compliance checks
Agent 4
58
No save attempts on 3 lapsed renewals
Missed Premium: Annualised
Opportunity Type
Missed
Est. Premium/yr
Critical Illness: Not Discussed
8 calls
£5,280
Family / Dependent Cover Not Offered
6 calls
£6,900
Renewal Save: No Attempt
4 calls
£6,560
Dental & Optical Add-On Not Cross-Sold
4 calls
£2,440
The AI Chat Review

Your customers told the bot everything.
The bot told nobody.

The same review, run on the channel most firms never look at. Webchat leaves a perfect written record and almost nobody reads it. Every buying signal quoted and priced. Every vulnerable customer identified. Every unlogged complaint surfaced.

£16.9k
Revenue signals identified43 conversations carried a buying signal. Sixteen asked outright to buy.
14
Vulnerable customers unflaggedBereavement, critical illness and financial difficulty, all disclosed in writing.
7
Complaints never loggedComplaint language in seven conversations. Six appear nowhere in DISP records.
35%
Bot containment rateAll simple lookups. Escalation succeeded 3 times in 13 attempts.
SPECIMEN REPORT · 100-CONVERSATION REVIEW
Scenario: UK personal-lines broker  ·  webchat & WhatsApp  ·  AI assistant, human handover 9-to-5
Chat & AI Bot
Analytics
£16.9k
Revenue
Signals
14
Vulnerable,
0 Flagged
7
Complaints
Unlogged
35%
Bot
Containment
⚑ Critical: Immediate Action Required
One customer was shown another customer's home address, date of birth and mobile number in the chat window. She pointed it out in her next message; the assistant replied "Sorry, I didn't quite get that," and nothing was logged. A reportable breach under UK GDPR Article 33, with a 72-hour clock that expired unnoticed.
Vulnerability & Conduct: Top Findings
01
The Assistant Does Not Recognise The Word "Died"
A recently widowed customer asked to remove her late husband from the policy. First disclosure returned a fallback message, the second a phone number. No condolence, no bereavement process, no flag.
Critical
02
Confident, Verifiably False Answers
Where retrieval came up short the model answered anyway: an excess quoted at £250 against a schedule that says £500, a cooling-off period that does not apply, an add-on the firm does not sell.
Critical
03
Complaints Invisible To The Complaints Process
"I want to make a formal complaint" hit the fallback message verbatim. Six of seven were never logged anywhere, absent from DISP records and root-cause MI.
Critical
04
23 Material Disclosures Carried Nowhere
Undeclared courier work, a lodger in residence, unspecified convictions, a restricted dog breed. The firm holds written notice of facts it does not know it has been told.
High Risk
Transcript Evidence · Verbatim
Customer · CHT-0011I need to take my husbands name off the policy. He passed away in April.
AssistantI'm sorry, I didn't quite get that. You can try rephrasing, or type AGENT to speak to the team.
Customer · CHT-0023callback please, ideally today, the car is sat on the drive uninsured
Bot Performance Scorecard · Measured, Not Sampled
Containment
35%
All simple lookups & document resends
Escalation
3/13
8 queue abandonments
Callbacks
0/8
No status visibility, no SLA tracking
Complaints
0/7
No complaints intent exists
Missed Revenue: Annualised
Signal Type
Found
Est. Premium
Explicit Product Requests, No Route To Sale
16 chats
£6,740
Renewals Lost With No Save Attempt
11 chats
£5,280
Life-Event & Cross-Sell Signals Ignored
13 chats
£3,040
The Callback Black Hole
8 chats
£1,180
Harrison, Founder of Cognifai Intelligence
Built by an operator

Built by someone who ran regulated contact centres, the old way.

Cognifai didn't start in a lab. Before founding it, Harrison spent years building and running regulated contact centres, living the exact problem the product now solves: the manual QA, the fewer-than-5% sample, and the quiet certainty that both the next breach and the next missed deal were sitting in calls nobody had time to hear.

He then spent six years founding, scaling and exiting an international executive search business, placing leaders into some of the fastest-growing technology companies in the world. This venture taught him what most software vendors never learn: that a contact centre is a revenue engine first and a compliance obligation second, and that any tool which forgets that gets switched off within a year.

"I've sat in your chair. I know exactly what's hiding in the calls you don't listen to."

Cognifai is the ‘always-on’ sales management system he wished he'd had. Every conversation heard. Every opportunity surfaced. Every risk visible, long before anyone else finds it.

Harrison Scott
Founder, Cognifai Intelligence
What Happens After Your Review

The review is the proof of value.
100% of your calls & chats is the product.

The review reads 100 conversations. It exists so you can see what is in them — on your own data, in your own customers' words — before you commit to anything. What follows is the same analysis running across every call and every chat you handle. The connection is already made — the read-only API access that produced your review simply keeps running, across every call instead of a hundred, with chat transcripts on the same cycle. Not a 5% QA sample. Not a keyword library for someone to maintain. No telephony migration, no new software for your agents, no engineering resource pulled from your side — your team keeps working exactly as they do today.

01
Connect
Nothing new to set up. The read-only API access from your review stays in place and widens to your full call volume, with chat transcripts exported on an agreed cycle.
02
Analyse
Every conversation assessed against the same framework as your review: revenue, vulnerability, complaints, conduct and disclosure. 100% coverage, not the 5% a QA rota reaches — and nothing for your team to do.
03
Act
Revenue opportunities, coaching priorities and compliance flags land with the people who can act on them — with the evidence trail Consumer Duty expects you to be able to produce.

Platform access, reporting cycle and pricing are agreed at your findings call, against your own conversation volumes and the systems you run. Nothing is committed before you have read the review and validated every number in it. We would rather prove it on your data than ask you to take it on trust.

The Revenue & Risk Review

Start with 100 conversations.
See what you’ve been missing.

No keyword libraries to build. No migration. No new software for your agents. No cost. Calls are retrieved by read-only API, chat transcripts by simple export. We take 100 conversations and handle the rest. Full findings within 7 days.

You’ll see the revenue your team walked past, how your agents actually perform, and anything you’d want to know about before someone else finds it. For the first time, you’ll know exactly what is happening across your firm.

The review is where it starts. From there, Cognifai becomes your always-on layer, with every call and chat analysed continuously, so the next opportunity and the next issue both surface in days.

1
30-min scoping call
2
NDA & DPA signed
3
Calls via read-only API · chats by export
4
Full findings in 7 days
5
Data feedback session

Request your Revenue & Risk Review

Tell us about your firm and we'll be in touch within 24 hours to scope it. NDA signed before any recordings are shared. No cost, and no obligation to go further.

All conversation data deleted within 30 days of report delivery.
Strict confidentiality, governed by a signed Data Processing Agreement (DPA).
Processed only by approved, GDPR-compliant subprocessors. Never used to train AI models.
Customer names are never reproduced in the report. Calls are referenced by timestamp so your team can locate them.
The review is provided at no cost. It is a standalone engagement, with no obligation to move forward.
Something went wrong. Please email info@cognifai.uk directly.

Request received.

Thanks, your review request is in. A member of the team will be in touch within 24 hours to book your 30-minute scoping call and get the review underway. Need us sooner? Email info@cognifai.uk directly.