What Sentient Machines Delivers in Practice

Real results from real deployments across regulated financial services and trading contact centres. Not benchmarks or projections. What clients have measured in the months following deployment.

Key Performance Indicators

  • 4X Conversion uplift for coached agents (UK financial services, 2024)
  • 100% Non-compliance identified, first month (Regulated contact centre deployment)
  • 99% QA review time saved (500 hours reduced to 15 seconds)
  • 84% Faster agent competency (Weeks not months to performance)

Pepperstone

Global CFD and Forex Broker, Financial Services, Regulated

The Challenge

Pepperstone operates in a highly regulated trading environment where compliance monitoring is both a legal obligation and a reputational priority. Manual review of call recordings was time-consuming, inconsistent, and, by definition, incomplete. The compliance team needed a way to focus their attention on the conversations that actually mattered rather than working through an undifferentiated queue of recordings.

What the Deployment Delivered

  • 100% of interactions now monitored for compliance risk, not 4%
  • 15 compliance controls configured and running from day one
  • 15 seconds to generate a prioritised QA worklist, replacing 500 hours of manual review
  • Multilanguage monitoring: Vietnamese, Thai, Mandarin, Spanish and Arabic

"Sentient has been an absolute game-changer. I have used a variety of different call monitoring programs over the last 11 years and I have never been able to focus on the more important, high-risk calls. I am no longer searching for a needle in a haystack."
— Stephanie Holmes, Senior Compliance Manager, Pepperstone

The Telegraph

National Media and Publishing, Subscriber Services

The Challenge

The Telegraph's subscriber services team handles a high volume of retention and conversion calls. Understanding which emotional signals in a conversation predict a successful outcome and which predict churn, was the key to improving both agent performance and subscriber retention. The business wanted technology to understand its customer interactions at a level that manual review simply could not reach.

What the Deployment Delivered

  • 100% of subscriber interactions now analysed for emotional engagement signals
  • Real-time agent guidance during live subscriber calls, not post-call coaching
  • Clear visibility of the emotional patterns that distinguish successful retention calls from unsuccessful ones

"This technology is extremely valuable, both in terms of enabling companies to better understand their customers, and to ensure that automation is not delivered at the expense of customer experience."
— Aaron Diss, Head of Customer Engagement, The Telegraph

UK Financial Services Group

Financial Services, Sales and Retention

The Challenge

A large UK financial services group wanted to understand why some agents consistently outperformed others, and whether the difference could be identified, taught, and replicated. The hypothesis was that top performers were doing something emotionally different in their conversations, not just following a better script.
Reference available on application to qualified prospects.

What the Deployment Delivered

  • 4X conversion uplift for agents using Sentient Machines emotional intelligence metrics
  • 84% faster agent competency, reaching performance targets in weeks rather than months
  • Visible impact on team confidence and morale within the first weeks of deployment

"Agents using Sentient Machines metrics achieved four times the results compared to those who did not. The difference in conversion was immediately measurable and the impact on team confidence was visible within weeks."
— Head of Sales Operations

UK Challenger Bank

Financial Services, Lending

The Challenge

This UK challenger bank was handling over 3,000 daily customer interactions across calls, email, and chat. Finding vulnerable customers and escalating complaints within that volume using manual review was like finding a needle in a haystack -- time-consuming, inconsistent, and structurally incomplete. The compliance team feared both regulatory exposure and the cost of complaints they were failing to prevent. They needed to identify vulnerable customers automatically, catch escalations before they became formal complaints, and do it across 100% of interactions.

What the Deployment Delivered

  • 30% of escalation requests prevented through real-time supervisor intervention during live calls
  • 26% complaints prevention through real-time discovery of repeat contact drivers for vulnerable customers
  • 99% time efficiency gain -- interactions requiring manual review reduced from 500 hours to 15 seconds
  • 100% of interactions monitored for vulnerable customer signals and agent compliance, not a sample

Zopa

Digital Bank and Lending, Financial Services, Regulated

The Challenge

Zopa wanted to improve customer experience and increase conversion whilst ensuring compliance but had limited visibility into what was actually happening across their contact centre. Scaling their agent population was creating pressure on the QA function -- manual call review was expensive, slow, and covering only a fraction of interactions. They needed to monitor 100% of conversations without growing the QA team proportionally, and to understand the root causes of non-compliance and repeat contact.

What the Deployment Delivered

  • 11% uplift in Customer Satisfaction Score, alongside a 13% reduction in call volume
  • 20% reduction in non-compliance, identified through 100% interaction monitoring
  • 25% call volume reduction through automated identification of repeat contact root causes
  • £100k cost savings in the first six months -- agent team grew 3x without any growth in QA headcount

Our Clients

  • Zopa
  • Telegraph
  • Nationwide

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