Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
Smartbot - Real-Time Emotion AI for Contact Centre Compliance
Smartbot is a real-time emotion-aware application purpose-built for financial services contact centres. It automatically identifies vulnerable or distressed customers during live interactions, helping institutions evidence FCA Consumer Duty compliance while improving customer retention and revenue growth.
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The Compliance Challenge
Financial institutions must demonstrate duty of care to vulnerable customers under FCA Consumer Duty regulations. Manual monitoring is inconsistent and unscalable. Smartbot solves this by continuously analysing voice tonality and text in real time, flagging vulnerability cues such as frustration, distress, or confusion as they occur - giving compliance teams auditable evidence and agents actionable guidance.
Highlights
Highlighted by the publisher on AWS Marketplace.
Smartbot automatically identifies vulnerable or distressed customers in real time during live contact centre interactions, creating an auditable compliance trail that helps financial institutions evidence FCA Consumer Duty obligations. By flagging vulnerability cues as they occur rather than in post-call review, compliance teams gain immediate visibility and agents receive actionable guidance to deliver appropriate support.
Powered by SERTS (Sentiment Evaluation in Real-time Speech), Smartbot's proprietary deep-learning algorithm analyses voice tonality and text simultaneously to detect emotional cues including frustration, satisfaction, and vulnerability. SERTS achieves a mean Macro-F1 score of 72% on the challenging improvised scripts of the IEMOCAP dataset, competitive with state-of-the-art multimodal sentiment models.
Smartbot maps customer experience improvements directly to measurable financial outcomes including revenue growth, cost savings, and customer retention. Purpose-built for financial services contact centres, it connects real-time emotional insights to key business metrics so leadership can quantify the ROI of CX investments and justify compliance technology spend.
Agent build and provenance
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Compliance
- FedRAMPConfirmedNot listed90%, registry-checkedNo FedRAMP Marketplace entry matched this vendor's domain, checked 2026-08-27registry recordas observed 2026-08-27
Confirmed means matched to a public authoritative registry. Claimed means the vendor or its listing states it, not yet cross-checked. A framework not shown was not found in any source we hold, which is not evidence against it. Not listed means a scoped registry check found no match for this vendor's domain: a No is a scoped registry check, not a compliance judgment. Confidence bands: 95% domain-verified, 90% registry-checked, 80% self-attested, 70% weak signal. Self-attested items marked “vendor's site” are gathered from the vendor's own website and are not verified by us.
Plans and pricing as listed
3 listed- Units
- Units
- Units
Refund terms
As stated by the publisher on AWS Marketplace.
For any support or refund concerns, email support@smartbotsoftware.com or go to smartbotsoftware.com and navigate to the Contact Us section
Sources
Publisher resources
3 linksLinked repositories
Unknown means this listing does not publish a repository. It is not a statement that the code is closed, and a linked repository is not a claim that the publisher wrote it: the registry computes that relationship privately and does not publish it.
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