Every day, your team handles hundreds of customer conversations. Some get missed. Some take too long. Some leave customers frustrated. CX/AI changes that - it's intelligent technology that works alongside your people to make every interaction faster, smarter, and more personal.

Will AI replace my customer service team?

No - and that's not the goal. CX/AI handles routine enquiries so your people can focus on the conversations that actually need human judgement, empathy, and expertise. Most of our clients use AI to handle growth without adding headcount, not to reduce their existing team.

How long does it take to implement CX/AI?

Most implementations go live within 4-8 weeks. Week one is data collection and integration setup. By week four, you're typically in pilot mode with real customers. The first 90 days is where the system learns and optimises - most clients see 40-60% automated resolution by day 90.

What's the ROI - and how quickly will I see it?

Our clients typically see payback within 6-9 months. The maths is straightforward: if AI resolves 60% of your enquiries at a fraction of the cost, while your team handles 40% of higher-value conversations, you're reducing costs and improving customer satisfaction simultaneously. We'll build you a custom ROI model before you commit.

Will AI give wrong answers or damage our brand?

This is why we don't just plug in a generic chatbot. Our AI is trained on your specific policies, products, and brand voice. Built-in guardrails prevent off-topic responses, and anything the AI isn't confident about gets escalated to your team with full context. You stay in control.

CX AI for Legal and Finance

The challenge

Regulated sectors face a CX problem that good intentions can't solve

Consumer Duty evidencing

The FCA requires proof of good outcomes - not just good processes. Most firms can't evidence what happened in the 95% of interactions they never review.

Vulnerable customer detection

6 in 10 UK adults show at least one vulnerability indicator under FCA criteria. Manual detection at scale is inconsistent - and inconsistency is a compliance risk.

Complaint volume & FOS exposure

Rising complaint volumes - particularly in motor finance, current accounts, and e-money - are straining operations and increasing FOS referral risk.

Client response time expectations

Clients expect fast, accurate responses to queries on claims, case status, and account matters. Manual processes create delays that damage trust and generate complaints.

Interaction quality blind spots

Compliance teams review a fraction of interactions manually. The conversations that generate regulatory risk are rarely the ones selected for QA.

High cost of complex contact

Regulatory complexity means client queries are routed to qualified staff regardless of complexity - when many could be handled accurately by AI with full auditability.

The Focus CX solution

AI built for the regulated environment - from day one

Three solutions working as one - designed to handle client contact compliantly, resolve it across every channel, and give your compliance and leadership teams the evidence the FCA expects.

Aila - AI receptionist

Use: client intake, claim queries, case status, triage

Client contact that never compromises compliance.

Aila answers every inbound call - handling routine client queries, triaging complexity, and routing sensitive conversations to the right qualified person. Every interaction is logged, retrievable, and mapped to a defined outcome.

24/7 coverage - no missed client calls or voicemail black holes

Vulnerability signal detection built into every call

Instant escalation to qualified staff with full context

Full auditable interaction record per FCA requirements

Aligned to FCA Principle 7: clear, fair, not misleading

Explore Aila

AI Agent

Use: case updates, document queries, appointment booking, complaints triage

Resolve routine contact. Protect qualified capacity.

The AI Agent handles high-volume, lower-complexity client interactions across chat, email, and WhatsApp - freeing your advisers, fee earners, and compliance staff for the work that genuinely requires their expertise.

Omnichannel - consistent experience across all touchpoints

CRM, case management & document system integrations

Complaint triage with compliant escalation pathways

No regulated advice given - clearly bounded scope

Every resolution documented with outcome mapping

Explore AI agent

Conversational Intelligence

Use: Consumer Duty outcome monitoring, vulnerability analytics, QA at scale, complaint root cause

The evidence layer your compliance team has been missing.

The FCA expects firms to evidence good outcomes - not assert them. Conversational Intelligence analyses 100% of client interactions across every channel, turning your contact data into the ongoing audit trail Consumer Duty requires. Vulnerability detection rates, resolution quality scores, complaint trends by product line - all continuously monitored, all retrievable when the FCA asks.

Vulnerability analytics

Track vulnerability detection rates across all AI and human interactions. Evidence you're identifying and escalating appropriately.

Outcome monitoring

Continuous, automated measurement of whether interactions resolved without complaint - the FCA's primary outcome metric.

Complaint root cause

Surface which products, processes, or agent behaviours are generating complaints - before they reach the FOS.

Explore Conversational Intelligence

Basic

$9

per user / month

Try it for free

For starter individuals and small teams that run on meetings.

What's included:

Basic summary

100 hours of transcription /month

Speaker identification

Basic in-call highlighting

Standard support

1TB of storage

Pro

Popular

$24

per user / month

Try it for free

For professionals that run on meetings and need to move fast.

Everything in Free, plus:

Smart summary

500 hours of transcription /month

Advanced speaker identification

AI-powered in-call highlighting

Priority email & chat support

Unlimited storage

Enterprise

Custom pricing

For large organizations with complex security and deployment needs.

Schedule a custom demo

Everything in Pro, plus:

Customized AI Model Training

Centralized billing and user management

Custom Integrations (100+ apps)

Single Sign-On (SSO)

Unlimited transcription minutes

Workspace Analytics Dashboard

Built for your whole leadership team

Three conversations happening simultaneously in every financial services firm

CX & operations leaders

Reduce cost per contact, eliminate the manual QA bottleneck, and give your advisers and fee earners back the time they spend on routine client queries.

Compliance & risk teams

Evidence good outcomes across 100% of interactions. Detect and document vulnerable customer escalations automatically. Give the Board Consumer Duty assessment something to stand on.

Technology & IT leads

ISO 27001 certified, UK GDPR compliant, built to integrate with your existing regulated technology stack. No rip-and-replace. Full API documentation and DPA provided as standard.

outcomes

Results that matter to regulated firms

Indicative outcomes from Focus CX financial services and legal clients in year one.

↓45%

Cost per client contact

100%

Interactions auditable for FCA

↓62%

Manual QA time required

+20pt

Client satisfaction improvement

Based on average outcomes across Focus CX financial services and legal clients in year one. Individual results vary by contact volume, regulatory scope, and existing tech stack.

SOLUTIONS