Meet FCA Consumer Duty Obligations with Auditable Evidence
Customer Vulnerability Detection — powered by EchoDepth Emotional Decision Intelligence
Customer Vulnerability Detection uses EchoDepth to solve the problem of Vulnerability signals in customer interactions go undetected and undocumented. By analysing 44 facial Action Units under the FACS standard, EchoDepth generates objective emotional signal data that predicts response before decisions are executed.
The Problem
Vulnerability signals in customer interactions go undetected and undocumented. This is not a knowledge gap — it is a measurement gap. The signals exist. They have always existed. Until now, there was no systematic way to read them.
Why Existing Approaches Fail
FCA Consumer Duty requires firms to evidence that vulnerable customers received appropriate support. Current QA processes review 2–3% of interactions. The vulnerability signal exists in the other 97% — and is never seen.
The EchoDepth Solution
EchoDepth analyses customer calls in real time, detecting distress, anxiety and cognitive overload signals. Each interaction generates a Vulnerability Signal Score — creating an auditable evidence record for FCA Consumer Duty compliance without requiring customers to self-declare.
“A UK retail bank deployed EchoDepth across inbound mortgage calls. Within the first month, it identified vulnerability indicators in 14% of interactions — the vast majority previously undetected by standard QA. Compliance documentation was generated automatically for each flagged call.”
Frequently Asked Questions
How does EchoDepth support FCA Consumer Duty compliance?
EchoDepth detects emotional distress, anxiety and cognitive overload signals in customer calls — generating a Vulnerability Signal Score and auditable evidence record. This creates documented proof that vulnerability was assessed for every interaction, not just the 2–3% reviewed by standard QA.
Does the customer need to self-declare vulnerability?
No. EchoDepth detects vulnerability signals from vocal patterns, speech pace and linguistic markers — without relying on customers to identify or declare their own vulnerability.
Is the data GDPR compliant?
Yes. Cavefish operates under UK GDPR and ICO frameworks (ICO registration ZB915623). All EchoDepth deployments include a governance and compliance layer with explicit consent architecture and a signed Data Processing Agreement.
EchoDepth Outputs
Ready to see Customer Vulnerability Detection in action?
Book a demo or submit a sample piece of content. We return a full EchoDepth analysis within 5 working days — free.