Real results from real deployments across regulated financial services and trading contact centres. Not benchmarks or projections. What clients have measured in the months following deployment.
Pepperstone operates in a highly regulated trading environment where compliance monitoring is both a legal obligation and a reputational priority. Manual review of call recordings was time-consuming, inconsistent and, by definition, incomplete. The compliance team needed a way to focus their attention on the conversations that actually mattered rather than working through an undifferentiated queue of recordings.
Sentient has been an absolute game-changer. I have used a variety of different call monitoring programs over the last 11 years and I have never been able to focus on the more important, high-risk calls. I am no longer searching for a needle in a haystack."
The Telegraph's subscriber services team handles a high volume of retention and conversion calls. Understanding which emotional signals in a conversation predict a successful outcome, and which predict churn, was the key to improving both agent performance and subscriber retention. The business wanted technology to understand its customer interactions at a level that manual review simply could not reach.
This technology is extremely valuable, both in terms of enabling companies to better understand their customers, and to ensure that automation is not delivered at the expense of customer experience."
A large UK financial services group wanted to understand why some agents consistently outperformed others, and whether the difference could be identified, taught and replicated. The hypothesis was that top performers were doing something emotionally different in their conversations, not just following a better script.
Agents using Sentient Machines metrics achieved four times the results compared to those who did not. The difference in conversion was immediately measurable and the impact on team confidence was visible within weeks."
This UK challenger bank was handling over 3,000 daily customer interactions across calls, email and chat. Finding vulnerable customers and escalating complaints within that volume using manual review was like finding a needle in a haystack -- time-consuming, inconsistent and structurally incomplete. The compliance team feared both regulatory exposure and the cost of complaints they were failing to prevent. They needed to identify vulnerable customers automatically, catch escalations before they became formal complaints, and do it across 100% of interactions.
Zopa wanted to improve customer experience and increase conversion whilst ensuring compliance, but had limited visibility into what was actually happening across their contact centre. Scaling their agent population was creating pressure on the QA function -- manual call review was expensive, slow and covering only a fraction of interactions. They needed to monitor 100% of conversations without growing the QA team proportionally, and to understand the root causes of non-compliance and repeat contact.