Conversation Analytics for FCA-Regulated Contact Centres

Every compliance breach
started with a conversation
nobody reviewed.

FCA expectations have materially increased under Consumer Duty. The evidence your firm needs to demonstrate good outcomes cannot be built from a 5% sample. Cognifai analyses every customer conversation — calls and chats alike — surfacing compliance risk before the FCA finds it first.

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11
live FCA investigations into Consumer Duty breaches — three in insurance claims handling.
FCA Enforcement Watch, July 2026
<5%
of conversations reviewed manually by the average firm.
The other 95%? Invisible.
SMCR
Personal liability. If compliance fails at your firm, the FCA comes for you, not just the business.
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Built for FCA-regulated firms Insurance Mortgages Consumer Finance Debt Solutions Wealth Management
The Real Cost

The fine is rarely the thing
that does the damage.

For an owner-managed firm, an FCA Section 166 skilled person review typically runs from around £50,000 to well over £200,000 in costs, and the firm pays every penny before the regulator has reached any conclusion. Insurers and brokers were billed £2.7 million for just eight such reviews in the year to March 2024. And the bill is only the start. Then comes the cascade: internal teams pulled off their day jobs for months, call recordings retrieved and reviewed across thousands of interactions, agents redeployed from revenue-generating activity to manual remediation, sales pipelines that go cold, and brand damage in a relationship-driven market that takes years to reverse.

Source: FCA Freedom of Information disclosure, year to 31 March 2024 (general insurance & protection: 8 skilled person reviews, £2.71m total).

The risk is hiding in the calls you don't listen to.The industry manually reviews fewer than 5% of calls. Many contact centres score just one to four calls per agent per month. The other 95%+ is never heard, and that's exactly where the next breach is sitting.
The Problem

The calls you don't review
are where most regulatory risk actually lives.

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

The FCA is not waiting for complaints.
It is demanding evidence.

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
Consumer Duty proof
Firms must demonstrate, not assume, that they are delivering good outcomes. Without 100% call data, you cannot.
02
Sales practice scrutiny
The FCA is examining whether customers properly understand product terms, exclusions, fees and risks before purchase — in insurance, credit and advice alike.
03
SM&CR personal accountability
Under SM&CR, accountability sits with named individuals. A firm whose permissions are varied or restricted mid-investigation can see its ability to write new business curtailed, and the senior manager answers for it personally, not just the business.
04
Vulnerable customer identification
Firms must identify and appropriately serve vulnerable customers. Manual sampling at fewer than 5%, leaving 95%+ unreviewed, cannot do this at any meaningful scale.
Cognifai closes the evidential gap permanently.
Request your audit today.
→
What Cognifai Delivers

One intelligence layer.
Three outputs. Every conversation.

Risk
Catch every breach as it happens, not when the regulator's letter lands.
Every compliance breach flagged, timestamped, attributed, and evidenced. Not after the damage is done, but as it happens. A firm that knows about a systematic sales practice failure in week one can fix it in week two. A firm that finds out in a regulator's letter is facing the full cascade.
Quality
Every agent scored on every call, not four in a hundred.
Every agent scored across every call. Not the four in a hundred that a QA manager got to this week. All of them. Coaching conversations grounded in evidence. Performance management that is fair, auditable, and defensible.
Revenue
Surface the revenue already sitting in your conversations.
Every product gap. Every upsell moment. Every retention signal. Surfaced, categorised, and routed to the people who can act on it. Revenue the business never knew it was leaving on the table.
Not Another Keyword Tool

Keyword-based analytics tools hear words.
The FCA wants to know what the customer understood.

Legacy speech analytics matches words against libraries you spend months — or even years — building — then rebuilding every time the business changes: a new product, a reworded script, a fresh campaign. It answers a question the FCA has stopped asking, and it never stops asking you for maintenance. A phrase-spotter can hear “critical illness” mentioned; it cannot hear whether the customer needed it, understood it, or was pressured into it. Cognifai reads meaning and context across the whole conversation — voice and chat — because outcomes live in meaning, not keyword lists. Nothing to configure. Nothing to retune when the business changes.

No keyword libraries to build
No months of setup
No complex integrations

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 Report

This is what lands
in your inbox.

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

Specimen report: exactly what lands in your inbox
31
Compliance risk flagsAcross FCA Consumer Duty, ICOBS, pre-existing condition disclosure, and vulnerable customer obligations.
58
Agent quality findingsIndividual scorecards across every recorded call. Coaching priorities identified.
£21k
Premium left on the tableMissed critical illness cross-sells, family cover, dental add-ons and renewal saves, annualised at market rates.
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 AUDIT
Scenario: independent health insurance broker  ·  17-seat contact centre  ·  Manchester, UK  ·  100-call audit
Call Intelligence
Audit Report
31
Compliance
Risk Flags
58
Quality
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
Harrison, Founder of Cognifai Intelligence
Built by an operator

Built by someone who ran 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 uneasy knowledge that the next compliance breach was probably sitting in one of the 95% of calls nobody had time to hear.

He spent the next six years inside the SaaS and AI sectors, building and exiting an international search business that placed leaders into some of the world's fastest-moving technology companies. It gave him a front-row seat to what modern technology could now do, and made it obvious that the problem he'd lived with in the contact centre was finally solvable.

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

Cognifai was built by someone who's carried that risk personally, not studied it from the outside. It's the system Harrison wished he'd had: every call heard, every risk surfaced, long before the regulator ever picks up the phone.

Harrison Scott
Founder, Cognifai Intelligence
The Conversation Intelligence Audit

Start with 100 conversations.
Prepare for an uncomfortable read.

No keyword libraries to build. No integration. No IT sign-off. Start with just 100 conversations — calls, chat transcripts or a mix — and we handle the rest. Full findings delivered within 7 days. You will not like everything we find. But for the first time, you will know exactly what is happening in your contact centre. The audit is just the start: from there, Cognifai becomes your always-on layer, with every call and chat analysed continuously, so the next breach surfaces in days, not in a regulator's letter.

1
30-min scoping call
2
NDA & DPA signed
3
Conversations submitted via secure portal
4
Full findings in 7 days
5
Data feedback session

Request your Compliance & Revenue Audit

Tell us about your firm and we'll be in touch within 24 hours to scope the engagement. NDA signed before any recordings are shared.

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 audit is a standalone engagement. No obligation to move forward.
Something went wrong. Please email audit@cognifai.me directly.

Request received.

Thanks — your audit 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 audit underway. Need us sooner? Email audit@cognifai.me directly.