Manual audits covered just 2% of 300k daily checks. AI now scans 100% of calls, replacing rigid keywords with contextual analysis.
A conversation analytics firm serving a debt collection provider that manages 300 agents and 300,000 daily compliance checks subject to strict regulations like FDCPA.
Legacy keyword-based monitoring missed natural language variations, while manual teams could only review 2% of calls due to high labor costs. This...
“For third-party collections in particular – where our business directly recovers the debt for our clients, including some of the largest telecom companies, banks and retailers in the US – we are exposed to significant financial risk if we fail to comply with regulations. We also need to act professionally and courteously to protect our clients’ brand value. Our clients want to maintain positive customer relationships, even if the customers in question currently owe them money.”
Conversation analytics platform for contact center quality and regulatory compliance.
Enterprise technology and consulting for cloud computing, AI, and business solutions.
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