Cavendish Online partners with Aveni for AI-enabled Customer Service

Cavendish Online, part of the Lloyds Banking Group, has recently announced a partnership with Scottish fintech, a leader in Artificial Intelligence and fintech solutions. This collaboration positions Cavendish Online as one of the first protection distributors to integrate advanced AI technology into their customer service operations.


Revolutionising Customer Experience with AI

The core of this partnership lies in the deployment of Aveni’s Generative AI and Natural Language Processing (NLP) technologies. This innovative platform is designed to attentively listen and learn from every customer interaction. By analysing these conversations, Aveni’s system aims to significantly enhance the quality of advice and service provided by Cavendish Online.


Speed and Efficiency in Service Improvement

One of the most notable capabilities of the Aveni system is its ability to process and analyse an entire day's worth of customer calls in just a few minutes. This rapid analysis not only offers insights into improving service quality but also aids in detecting any vulnerabilities during customer interactions. It will enable Cavendish Online to swiftly implement improvements and adapt to evolving customer needs.

Human-Centric Approach with AI Support

Despite this reliance on AI for data analysis, the core of Cavendish Online's customer interactions will continue to be human-led. The Aveni system serves as a support tool, enhancing the advisers' ability to provide premium service. It also plays a critical role in targeted skills development for advisers, ensuring they are equipped with the knowledge and expertise needed to meet and exceed customer expectations.


Commitment to Consumer Duty

This strategic move by Cavendish Online will help then to fulfil their Consumer Duty obligations. By harnessing the power of AI, they are set to revolutionise the way financial advice and services are delivered, placing a stronger emphasis on customer satisfaction and quality of service.


Rose St Louis, Protection Director at Lloyds Banking Group and CEO Cavendish Online, said:

“Delivering excellent outcomes for all customers is at the heart of Cavendish Online’s mission. Now we can incorporate Aveni’s Generative AI into our processes to provide insight which will help us learn and consistently deliver high quality advice and service to our customers.

“This collaboration marks a significant milestone both for us and for the entire protection market, putting Cavendish at the forefront of AI-driven innovation for financial services distribution, and further demonstrating our commitment and focus on delivering great customer outcomes.”

Andy Johnston, Aveni, said:

“Cavendish Online is making a significant impact in the UK protection market and demonstrates a commitment to innovation and ambition that resonates with our team at Aveni. We have been selected as an AI-partner because of the solutions-based approach of the Aveni platform, combining financial services know-how, with deep expertise in Generative AI and Natural Language Processing.

“The power of Generative AI will be a game changer in this sector. We look forward to working together in partnership to explore further solutions.”