Deployed where
the risk is highest.

Predict which complaints will escalate — before they leave your system.

FCA escalations are rarely surprises to the customer. The emotional signals — frustration, distress, a sense of being dismissed — build across every interaction. EchoDepth reads those signals in real time, giving your team the chance to intervene before a complaint becomes a regulatory case.

With £176M in FCA fines issued in 2024 (up 230%), the cost of missing these signals has never been higher.

What EchoDepth detects

• Sustained elevated arousal — building frustration across a call
• Valence drops when specific decisions or responses are communicated
• Dominance collapse — customer feeling powerless, dismissed
• Temporal escalation pattern — emotional state worsening over time
• Key phrase co-occurrence with high-arousal states

Flag distress in declined loans before harm is done.

A loan decline is not just a business decision. For many customers, it arrives at a moment of genuine financial crisis — and the manner in which it is communicated can determine whether they spiral into harm or receive appropriate support.

EchoDepth monitors the emotional state of applicants throughout video affordability interviews, flagging distress in real time so vulnerability-trained staff can intervene before a decision is communicated without appropriate care.

• Continuous VAD monitoring throughout the application session
• Distress flag triggered before decline communication
• Vulnerability tier scoring — financial distress, mental health indicators
• Automatic routing to trained handlers on threshold breach
• Full Consumer Duty audit trail generated per session

Identify vulnerability in debt recovery before harm occurs.

Debt collection is one of the highest-risk customer interactions in financial services. Vulnerable customers — those experiencing mental health challenges, bereavement, or acute financial distress — are disproportionately represented in collections portfolios, and disproportionately harmed by inappropriate treatment.

EchoDepth provides collections teams with real-time emotional intelligence: flagging vulnerability signals the moment they emerge, so the interaction can be redirected before harm occurs and before the FCA has grounds for enforcement.

• Real-time vulnerability flag during video and recorded calls
• Tier classification: financial distress, mental health indicators, situational vulnerability
• Automatic interaction redirect to trained vulnerability handlers
• Session report with vulnerability evidence for regulatory file
• Integration with collections workflow and CRM systems

Genuine distress vs. inconsistency — the physiological difference.

Fraud investigators deal daily with the problem of distinguishing genuine distress from performed distress, and genuine calm from suppressed anxiety. EchoDepth adds a physiological layer to this — one that is independent of what the subject says and largely immune to conscious manipulation.

This is not lie detection. It is the identification of physiological inconsistency — moments where the emotional profile of the subject diverges from what a genuine account of their experience would produce.

• Baseline establishment from session opening minutes
• Topic-linked anomaly detection — which questions triggered which responses
• AU24 lip press and AU17 chin raiser — suppression markers
• Temporal coherence analysis — consistency across the session
• Structured JSON report with timestamped anomalies for case file