Aug 14, 2024
Aug 15, 2024
AI-Driven Compliance Solution Transforms Client Interactions
Our client is a well-established service provider in New Zealand, specialising in sensitive interactions with the public, both in-person and over the phone.
They operate on behalf of well-known brands and organisations, with a strong focus on regulatory compliance and maintaining trust and reputation. The client required a solution to enhance their monitoring and compliance processes across all interaction channels.
The Challenge
They faced significant challenges in ensuring compliance and brand integrity during their public interactions, whether face-to-face or over the phone.
Key issues included:
- Manual Compliance Review: Only 3% of their recorded interactions were reviewed, whether in-person or over the phone, raising concerns about undetected non-compliance.
- Human Error: The quality of these reviews was inconsistent, with the potential for human error impacting the accuracy of compliance checks.
- Scalability Concerns: As the volume of interactions increased, the existing manual review process was unsustainable, risking compliance gaps across both face-to-face and phone interactions.
Our Approach
We leveraged advanced AI technology to automate and streamline the compliance monitoring process, addressing the client’s key challenges:
- AI-Powered Transcription: Our AI models automatically transcribed all recorded interactions, whether face-to-face or over the phone, ensuring every detail was captured without manual effort.
- Automated Interaction Segmentation: AI algorithms identified and segmented each interaction within the recordings, automating the process of breaking down lengthy recordings into manageable segments.
- Enhanced Re-transcription Accuracy: AI-driven re-transcription ensured high precision, reducing the risk of errors that could arise from manual handling.
- Comprehensive Compliance Analysis: Our AI system conducted automated compliance checks on 90% of interactions, rigorously evaluating them against the client’s rules of customer engagement, thereby significantly reducing the need for manual review.
The Outcome
Our solution enabled the client to significantly improve their compliance monitoring, covering 90% of their interactions with a 97% accuracy rate. This improvement applied consistently across both face-to-face and phone interactions, ensuring high standards of compliance and trust.
- Transcription accuracy: 90%
- Compliance accuracy: 97%
- Compliance checks per interaction: 14
- Enhanced Efficiency: Automation reduced the need for human reviewers, minimising errors and operational costs across all interaction channels.
Key Client Benefits
Strengthened Public Trust
The client can confidently assure their partners and the public of their high compliance standards, fostering trust and transparency in all interactions.
Ethical Assurance
Continuous monitoring and improvement processes ensure that both face-to-face and phone interactions are conducted ethically and in line with regulatory expectations.
Scalable Compliance Framework
The AI-driven solution allows for seamless scaling of compliance monitoring as the client’s operations grow.
Reduction in Human Error
Automation reduces the potential for human mistakes, providing a more reliable and consistent approach to compliance across all interaction formats.
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