Case Study: FCA-regulated Insurer achieves 30% higher vulnerability detection accuracy with MOJO-CX

FCA-regulated Insurer boosts vulnerability detection accuracy by 30% with MOJO-CX

The customer, an FCA-regulated insurer, faced the challenge of meeting FCA Consumer Duty requirements to identify vulnerable customers across 100% of interactions. Their traditional manual sampling covered only 1% of calls, while existing statistical models scored 100% of calls but with only 80% accuracy, leaving hundreds of vulnerable interactions undetected each week. They partnered with MOJO-CX to implement its multi-shot LLM classification.

MOJO-CX implemented its multi-shot LLM classification within its Auto-QA pipeline, utilizing both its Leader AI and Analyst AI products. The solution delivered a 30% increase in vulnerability detection accuracy while maintaining 100% call coverage, modeling over 800,000 calls. This resulted in hundreds of previously missed vulnerable interactions being flagged and actioned weekly and provided a fully audit-ready evidence trail for regulators.