Financial companies, especially those serving customers directly, often ask us how our technology can help them tackle industry challenges. Today, regulatory compliance is a top priority for financial organisations, and it’s more complex than ever. Stricter regulations, a surge in vulnerable customers, and an increasingly remote workforce mean that companies can no longer afford to take a passive approach to monitoring customer interactions. Failure to act can lead to severe fines, business disruption, and lasting reputational damage.
Although most companies record thousands of customer interactions daily, 80% lack the tools to analyze them effectively, continuing to rely on labor-intensive, manual processes to ensure compliance and gauge customer satisfaction. This approach is not only costly but also impractical—only 1-4% of conversations ever get reviewed, and the insights obtained often come too late to be useful.
To address this need, we’ve created a 3-part series detailing how our AI-powered solution can analyse 100% of customer interactions, reducing compliance risk, streamlining quality assurance, and enhancing agent effectiveness. Here’s what each part of the series will cover:
Part 1: Compliance and Quality Assurance
Compliance should be a non-negotiable priority for every organisation—not only for ethical reasons but also because regulators are closely monitoring. Our AI solution allows companies to monitor 100% of interactions, vastly improving upon the typical 1-4% review rate at a fraction of the cost. By empowering quality assurance teams with AI-driven insights, we boost their efficiency by over 90%, ensuring continuous and thorough compliance.
Part 2: Enhanced Team Performance, Productivity, and Well-Being
Using AI paired with behavioral science, we’ve developed metrics that identify key behaviours and emotions influencing team productivity. By focusing on these drivers, our solution enhances employee development, supports learning, and promotes well-being, leading to a more effective and engaged workforce.
Part 3: Elevated Customer Experience
An engaged and well-supported team has a profound impact on customer service—more so than sporadic customer surveys. While gathering feedback is valuable, much insight can be gained from daily conversations. Our Customer Experience Index leverages AI to predict satisfaction, assessing each interaction to anticipate whether a customer would rate it positively or negatively. This proactive metric provides real-time insights into customer satisfaction, enabling organisations to act swiftly.