AI Customer Support for UK Consumer Fintech
AI customer support your compliance team can sign off, and keep signing off.
Built for UK consumer fintechs — neobanks, lending, savings and investing apps, credit builders, BNPL and consumer payments — running FCA-regulated support operations.
£7,500 Launch, £1,950/month Management.
Or email me directly: rob@convoassist.co.uk
The problem
Two problems, and most suppliers solve one.
Balance and transaction queries, card issues, payment status and KYC document questions arrive in the same shapes every week. Staffing that volume is costly, and the cost scales with growth.
Deploying AI against it is straightforward. Being able to show your compliance function what the AI handled, what it never touches, where it got something wrong and what was done about it is the part that decides whether the deployment survives.
ConvoAssist covers both halves: the cost case, and the monthly evidence behind it.
The risk tiers
What the AI never touches, first.
Tier 3
Restricted
Never auto-resolved
Complaints, vulnerability, financial difficulty and fraud. The AI never resolves these. It detects them, routes them to a human and logs the detection.
- Complaints
- Vulnerability signals
- Financial difficulty
- Suspected fraud
Tier 2
Transactional
Automated with a full audit trail
Account actions the AI can take once identity is verified and the action is gated. Every step is logged.
- Card freeze and replacement
- Payment status
- Statement and document requests
- Limit and status checks
Tier 1
Informational
Fully automated
Questions with a factual answer and no account action. Fully automated against corrected knowledge.
- Product and fee questions
- Balance and transaction queries
- KYC document guidance
- How-to and app questions
How it works
Assess. Build. Run and evidence.
- 01Assess
- I review 90 days of your contact data, classify every driver into Tier 1, 2 or 3, and agree a baseline cost-per-contact model with you.
- 02Build
- Tier 1 and Tier 2 journeys are built, knowledge is audited and corrected, identity verification and action gating are set for Tier 2, and Tier 3 detection and routing is put in place. You get a test evidence pack and a signed scope statement.
- 03Run and evidence
- Every month I run the Optimisation Loop against real conversations and deliver the Monthly Assurance Pack.
Platforms
Two platforms.
Fin
Resolution rate, knowledge sources, handoff rules and task workflows, with Tier 2 actions gated behind identity verification.
Zendesk AI
AI agents, intent routing, macros and help-centre knowledge quality, including the Forethought advanced tier.
Platform compatibility and available capabilities vary by implementation and plan. ConvoAssist is an independent service and is not affiliated with, partnered with or endorsed by these platform providers. Platform licence and per-resolution fees are billed directly by the provider.
The deliverable
The Monthly Assurance Pack.
- Monitoring records
- What was monitored, how much of it, and over what period.
- Intervention log
- Every change made to the deployment, dated and attributed.
- Outcome data
- Resolution rate, escalation rate, recontact rate and CSAT split by AI and human.
- Tier 3 performance
- Detection performance, any misses, and the remediation for each.
- Cost report
- Net saving against the baseline cost-per-contact model agreed at Launch.
- Change register
- A running register of every change, request and decision.
Who this is for
Three questions.
- Do you handle 800 or more customer contacts a month?
- Below that, the cost-per-contact case usually does not carry the fee.
- Are your customers retail consumers?
- The risk-tier framework is built for consumer-facing, FCA-regulated firms.
- Are you on Fin or Zendesk AI, or actively choosing?
- I implement and manage on those two platforms.
Who does the work
I'm Rob Darren. Six years running customer operations inside UK challenger banks, including building a bank's support automation stack from scratch. I run every ConvoAssist deployment directly.
More about ConvoAssistPricing
£7,500 Launch. £1,950/month Management.
12-month term with a break clause at each quarter. First 30 days of Management included in Launch.
See full pricing, add-ons and the ROI calculatorFAQ
Frequently asked questions
AI customer support your compliance team can sign off, and keep signing off.
Book an assessment call and we will go through your contact drivers, your volume and what a baseline cost-per-contact model looks like with your numbers. If the case is not there, I will say so.
Management is capped at five clients at a time, so every deployment gets conversations read properly and a monthly record written by the person who built it.
Rob DarrenFounder, ConvoAssist