The Income Protection Task Force (IPTF) has added Empath_AI as its tenth new member of 2025.
Research shows that up to one-third of callers to regulated contact centres may have unidentified vulnerabilities.
Empath_AI’s solution uses vocal biomarker technology to identify and support these customers in real time in a bid to reduce regulatory risks while enhancing the customer experience.
Unlike traditional large language models, Empath_AI does not rely on words or phrases.
Instead, it analyses the underlying sounds of speech, capturing emotional tone, stress levels, and other subtle vocal cues to detect mental health vulnerabilities even when they are not explicitly stated.
The technology aims to align with the Financial Conduct Authority’s Consumer Duty by promoting fairer outcomes, more personalised support, and earlier identification of customer needs.
Vicky Churcher, executive director, IPTF, (pictured) said: “We are thrilled to welcome Empath_AI. Their work represents a major leap forward in how we understand and support customers—especially the most vulnerable.
“This is precisely the kind of innovation that will help income protection evolve and reach more people.”
Ralph Tucker, co-founder, of Empath_AI, said: “Joining the IPTF is a major step forward for Empath_AI, demonstrating our commitment to growing the income protection sector by bringing our technology to the adviser, customer and insurer experience.
“With mental illness now the single largest cause of disability in the UK, our industry is responding positively to the demand for products and services that greater support mental health conditions with a shift from repair and replace to proactive prevention.”
