The questions that actually get asked.
Short answers on data, evidence, procurement, and what is actually shipped.
If the one you need is not here, ask and it will be.
What it does, and what it is not
- 01
Is this a CRM?
No. A CRM records what happened. Luscent reads the same substrate and tells you what it means and what has been missed. A native CRM exists as a separate Luscent product for firms that do not have one. It is in build, and it is included for Luscent clients at no extra cost; firms on Salesforce keep Salesforce.
- 02
How is Luscent different from Microsoft 365 Copilot?
Copilot is a general assistant across Microsoft 365: it drafts, summarises and searches for any employee. Luscent does one job for wealth managers. It reads the Client communications your firm already records, keeps a Health Score for each Client, raises Signals, and assembles MiFID II suitability evidence that a named Relationship Manager approves. The two can run side by side.
- 03
Does it replace the relationship manager?
No, and it is built so that it cannot. No client-facing output leaves Luscent without a person approving it. Every Signal is a recommendation, and the relationship manager decides.
- 04
Does it write anything back into our systems?
Into your CRM, no: Luscent reads it, and it stays the system of record. In Microsoft 365, Luscent sends an email or books a meeting only when the Relationship Manager does so from Luscent.
Data, and where it goes
- 05
Where is client data processed and stored?
On European infrastructure. Client data is stored on Scaleway in Paris, a single EU region, and the data and AI services run on Hetzner in Germany. Identity and mail run on Microsoft's EU platform.
- 06
Does client data leave the EU at any point?
No. There are no international data transfers, and no US model API sits in the client-data path.
- 07
Which models do you use, and are they American?
No. Inference is hosted in the EU by EU providers only, and no OpenAI, Anthropic or Google API sits in the client-data path. Where they are served is the claim that matters.
- 08
Where do the models run?
Inference is EU-hosted, by EU providers only, with no US model API in the client-data path.
Compliance and evidence
- 09
How is a compliance outcome produced?
By a deterministic rules engine, never by a model. A compliance outcome carries the rule that fired and no confidence score at all, because a regulatory result is not a guess. Signals produced by a model carry a confidence, and the two are drawn differently everywhere on purpose.
- 10
Can we see why a Signal was raised?
Yes. Every Signal carries the rule that gated it, the source messages it was drawn from, and the model and version involved. A Signal acted on records the decision, who took it, and when.
- 11
How does this affect our DORA outsourcing assessment?
Luscent is a vendor under your process, not a DORA feature. You run the outsourcing assessment under CSSF 25/882 and DORA Article 28, and we supply a DORA Article 28 information pack and register inputs on request. DORA is company readiness on our side; it is not something the product does for you.
Getting started
- 12
What does the pilot involve?
Ninety days, free, three to five relationship managers, starting on synthetic data. Success metrics are agreed before day one, so at the end there is something to judge rather than an impression.
- 13
Do we have to give you production data to evaluate it?
No. The pilot starts on synthetic data, and you decide if and when real correspondence enters it.
- 14
What do we need in place before we start?
Microsoft 365, with or without Salesforce. That is the whole dependency today.
- 15
What happens if we stop?
Data exports and a GDPR data processing agreement are standard, and source-code escrow is available.
Where the company actually is
- 16
Who else is using it?
No completed pilots yet. The first working version was shown at the Luxembourg House of Financial Technology AI Experience Centre on 13 April 2026, and the first cohort runs in the fourth quarter of 2026. Applications are open.
- 17
What is shipped today, and what is not?
Every capability is listed on the features page with its status: live, in build or on the roadmap. Live means running in the product today. Nothing in build is described as shipped.
- 18
How do you version releases?
A release ships when its bar is met, not on a date. Every release, what it changed and when it landed is in the changelog. Anything not listed there has not shipped, whatever else you may have been shown.
Procurement, and who does what
- 19
What does our IT team have to do?
Two things, and neither is a build. Read the Trust Center, and when you choose to connect, authorise access to Microsoft 365, and to Salesforce if you run it, through your own consent flow and scoped to what you choose to share. The first four weeks run on synthetic clients, so neither step waits on a client record.
- 20
Who has to sign, and who else is involved?
The firm signs the SOW, not an individual relationship manager. Around it: a sponsor from compliance or private banking leadership, three to five named relationship managers, your compliance function for the weekly false-positive triage, and half an hour a week with one named person on our side.
- 21
Do we need our own AI or data team?
No. Luscent runs the environment and the models, and nothing is hosted on your side. Your side brings people who know the book, not engineers: the relationship managers who use it, the compliance function that triages it, and a sponsor who takes the read-out at week eight and the review at the end.
Asked before signature
- 22
You are an early-stage company. What happens to our data if you stop?
The pilot starts on synthetic data, so in its first weeks there is nothing of yours to lose. Under an agreement, Client data is kept for its term and deleted or returned on termination, as the data processing agreement sets out, and backups age out of a 30-day recovery window. Data exports are standard and source-code escrow is available, and because your CRM stays the system of record, your own systems stay complete without it.
- 23
Does it score our Relationship Managers?
No. Luscent supervises Client files and the firm's obligations, never the Relationship Manager. There is no RM-level score, ranking or rate anywhere in the product. The Health Score belongs to the Client relationship.