About
A specialist service for UK consumer fintech.
Built for UK consumer fintechs — neobanks, lending, savings and investing apps, credit builders, BNPL and consumer payments — running FCA-regulated support operations.
ConvoAssist does two things. It brings cost per contact down, measured with your own numbers. And it produces monthly evidence that the AI is behaving, in a form your compliance function can read.
The work is deliberately narrow. Two platforms, one framework, one monthly deliverable — and a hard cap of five Management clients so the monthly record is written by the person who built the deployment.
How the work is done
- Risk classification comes before automation
- Nothing is automated until the contact driver has been classified. Complaints, vulnerability, financial difficulty and fraud are never auto-resolved.
- Savings are measured against your baseline
- The cost-per-contact model is built from your own data and agreed before go-live, so the monthly saving figure is yours rather than an industry average.
- Every change is recorded
- Knowledge corrections, journey changes and escalation changes go into the intervention log and the change register in the month they are made.
- The scope stays narrow
- AI customer support for UK consumer fintechs on Fin and Zendesk AI. Not voice agents, not lead generation, not general AI consulting.
Background
Built by someone who ran the operation being automated.
I'm Rob Darren. Six years running customer operations inside UK challenger banks, including building a bank's support automation stack from scratch.
That work taught me where AI support goes wrong in a regulated firm. The automation is rarely the hard part. The hard part is being able to show, month after month, what the AI handled, what it never touches, where it got something wrong and what was done about it.
Every change starts with a real customer conversation and ends in the monthly record.
ConvoAssist is built around that. I classify your contact drivers by risk, automate only what should be automated, and produce a monthly record your compliance function can read and rely on.
I do this work directly. The person who builds the deployment is the person who reports on it.
Where the boundary sits
The Monthly Assurance Pack is operational data and records. It is not regulatory advice.
ConvoAssist does not advise on regulatory interpretation, does not sign off deployments, and does not own any regulatory obligation. Your compliance function owns the obligation and the decision.
AI customer support your compliance team can sign off, and keep signing off.
If you are weighing up an AI support deployment and need it to hold up with compliance, book an assessment call.
Rob DarrenFounder, ConvoAssist