Smartbot is real-time, sentiment-aware analysis for financial services contact centres. It reads how customers speak and what they say during live calls, so you can act in the moment and build the evidence for FCA Consumer Duty.
Tonality, text and sentiment analysed as they're spoken
The compliance challenge
Duty of care you can't see is duty of care you can't prove
Financial institutions must demonstrate care for vulnerable customers under FCA Consumer Duty. Manual monitoring is inconsistent and doesn't scale. Sentiment-aware monitoring closes that gap.
Vulnerability is easy to miss
Frustration, distress and confusion surface in tone long before they surface in words. Post-call review catches them too late to change the outcome.
Manual monitoring doesn't scale
Sampling a handful of calls can't evidence duty of care across every interaction. It's inconsistent, expensive and leaves gaps an auditor will find.
Evidence is the hard part
FCA Consumer Duty expects demonstrable care for vulnerable customers. Without a systematic trail, proving compliance becomes a recurring burden.
Powered by SERTS
Sentiment analysis of tone and text, built on two years of research
SERTS, Sentiment Evaluation in Real-time Speech, is Smartbot's deep-learning engine. Launched in 2023 after one year of research with Munster Technological University and one year of commercialisation, it analyses how something is said and what is meant, together, in real time. Available now on AWS Marketplace.
How It Works
From live call to audit trail
Listen to voice and text together
SERTS analyses voice tonality and spoken words simultaneously, capturing both how something is said and what is meant.
Flag cues as they occur
Deep-learning models read tone and wording as they happen, flagging frustration, distress and vulnerability during the live call, not in next-day review.
Guide agents, evidence compliance
Agents get guidance in the moment, while compliance teams get an auditable trail across the calls Smartbot monitors.
The Evidence Pack
What your compliance team sees
Illustrative example with sample data. Call-level views are role-restricted and show anonymised call IDs only.
Capabilities
Everything a regulated contact centre needs
Real-time vulnerability flags
Spot vulnerable or distressed customers while the call is still live, so agents can offer the right support.
Auditable compliance trail
Every interaction is logged with sentiment evidence, creating a record of duty of care across the calls Smartbot monitors.
Sentiment across tone and text
Voice tone and spoken words are analysed together, catching cues that text-only analytics engines miss.
Native AWS integration
Built on AWS with SageMaker-powered processing, running as modular software alongside your contact centre stack.
CX mapped to financial outcomes
Connect sentiment insights to revenue, cost savings and retention, so leadership can see the return on compliance spend.
Contract-based pricing
A single SERTS unit dimension that scales with your volume. Commit for 1 or 12 months, with savings on annual terms.
FAQ
Common questions about Smartbot
What is Smartbot?
Smartbot is a real-time, sentiment-aware application built for financial services contact centres. It analyses voice tone and text together during live calls to flag frustration, distress, confusion and other signs of vulnerability as they happen.
How does Smartbot support FCA Consumer Duty?
Smartbot helps firms evidence their duty of care to vulnerable customers. Agents receive guidance during the interaction, and compliance teams receive auditable records of what was detected and when.
What is SERTS and what does it analyse?
SERTS (Sentiment Evaluation in Real-time Speech) is Smartbot's deep-learning model. It examines the tone of the caller's voice and evaluates the words spoken to assess intent, both in real time.
How is Smartbot deployed?
Smartbot is delivered as software as a service on AWS Marketplace. It runs as a standalone, modular environment on AWS and integrates with existing call centre systems, without complex external infrastructure.See the step-by-step deployment guide.
How is Smartbot priced, and is there a free trial?
Pricing is contract-based on AWS Marketplace, with units of SERTS purchased for the contract term and private offers available on request. A free trial is available under the vendor's trial terms. See the AWS Marketplace listing for current details.
What support is available?
Vendor support is available Monday to Friday, 9am to 5pm BST, at support@smartbotsoftware.com, with a response expected within 48 hours and priority for critical issues. AWS Support is available separately.
Helping regulated contact centres see, and prove, duty of care in every conversation.
See every call through sentiment, tone and text
Smartbot is available now on AWS Marketplace with a free trial. Start a trial, or talk to us about a demo.
Blog
12 Dec
3 mins read
Sentiment-aware AI like SERTS transforms customer service by recognising sentiment and tone in real-time, enabling empathetic responses, proactive solutions, and ethical data handling.
12 Dec
3 mins read
Sentiment-aware AI like SERTS transforms customer service with real-time empathy, proactive support, and ethical practices, enhancing satisfaction and building trust.
23 Nov
2 mins
SERTS revolutionizes customer support with real-time sentiment monitoring. It leverages deep learning for accurate sentiment analysis in a cost-effective, modular solution.
29 Sep
1 min read
Smartbot's journey from a seven-year dream to an AI vision, reshaping customer service in financial services.
14 Oct
4 mins read
Voice AI agents are arriving in financial services faster than the controls around them. Why real-time guardrails matter under Consumer Duty, and the API we are exploring.