There is a widespread belief in financial advice that technology will never understand emotion the way humans do. It’s a powerful idea, but it’s out of date. The real question is not whether a machine can feel, but whether it can measure the signals that show how a client feels and help you respond more thoughtfully. The short answer is yes, and advisers can benefit now.
In reading this article you will understand:
• What current tools actually measure (text, voice, basic visual cues) and what they don’t.
• Where emotion analytics already works in UK financial services, with case studies.
• How to use Teams, Zoom and Otter today to capture tone, questions and key moments.
• How to run a simple, safe workflow that keeps a human in the loop and meets Consumer Duty expectations.
• How to score practical interest and empathy signals and act on them in follow‑ups.
• What is likely next: multimodal prompts and client‑specific patterns — and how to prepare.
