Solutions

Deloitte RegTech Solutions

BEAT (Behavioural and Emotional Analytics Tool)

Interaction analytics – an AI based behavioural and outcome based solution to analyse customer interactions.

What is BEAT?

BEAT (Behavioural and Emotion Analytics Tool) is Deloitte’s unique outcome based voice analytics platform. Using advanced cognitive technology and machine learning models, it monitors voice interactions to produce a risk score based on speech, behavioural and human emotional tendencies.

How does your company monitor its interactions with customers?

We have seen unprecedented levels of regulatory scrutiny on the approach to conduct risk within financial services. The focus is on a firm’s ability to proactively identify, monitor and manage the risk of delivering poor outcomes for customers. This has resulted in increased responsibility, cost and workarounds to existing processes and legacy platforms. This, coupled with the need for greater efficiency, cost reduction and transparency, means more firms are looking at technology to transform the landscape for conduct risk compliance and monitoring.

BEAT is a fully integrated voice and interaction surveillance solution that monitors customer interactions, manages alerts through risk scoring and provides a view on key risk indicators resulting from customer interaction. The learning model underpinning BEAT allows it to get better at predicting a customer’s outcome.

How BEAT can help

BEAT can deliver significant benefits to your business. It provides you with the ability to identify the right treatment for a customer interaction through constant monitoring. By automating manually intensive listening processes, BEAT offers your business excellent cost efficiencies.

By tracking every interaction throughout a call, BEAT enables end to end traceability.

The main output is an enhanced risk based segmentation for all the interactions that have been analysed. Each interaction will be provided a ‘score’ based on the speech and behavioural indicators such as frequency or pitch of the speakers. This allows you to assess which interactions represent the highest probability of negative customer outcomes and conduct the appropriate reviews straight away.

Key contacts

Paul Garel-Jones

Paul Garel-Jones

Partner

Paul is a Partner in the UK Financial Services Information Management & Analytics practice and is lead partner for Deloitte’s RegTech initiative. Paul has 20 years’ experience of leading assurance, in... More

Cindy Chan

Cindy Chan

Partner

Cindy Chan has over 20 years of financial services consulting and audit experience. She has extensive experience in supporting firms in regulatory risk assurance reviews and conduct risk projects incl... More

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