Using AI in Your Contact Center to Improve Compliance

07.05.21 07:00 AM
Compliance is typically a top concern for contact centers. Often, contact centers store and utilize a wide range of information, much of which can easily be classified as sensitive in nature. Plus, there can often be monitoring requirements that have to be met, ensuring interactions are checked correctly.   With consumer and data protections increasing, contact centers need to use every tool available to stay on top of compliance. By incorporating artificial intelligence (AI) into the equation, certain compliance activities are far simpler to manage.   If you are wondering how AI in your contact center can improve compliance, here’s what you need to know.  

Call Transcription

  Currently, most contact centers rely on audio recordings when they need to review calls. Often, the review process can be both cumbersome and lengthy, limiting the number of reviews that can occur within a specific timeframe.   With AI, calls can be transcribed in near real-time. As the conversation unfolds, the technology can begin transcribing the discussion, tracking what’s said by each participant.   If the AI is uncertain about a word or phrase that’s used, it can mark potentially inaccurate portions of the written log. Then, only a small segment of the audio needs to be reviewed to ensure what’s captured is correct.   With some AI solutions, translations are also possible. If you provide support in multiple languages, this can be ideal for record-keeping. Along with a log in the language spoken, a translated version can be created as a supplemental record, making it easier to track critical data and ensure compliance.  

Automated Redactions

  In many industries, certain information has to be redacted from records. With AI, you can automate this process.   Often, the procedure is incredibly straightforward. You provide information to define the types of details that need to be redacted, such as keywords or formats. After getting that in place, the AI can begin reviewing records for potential redactions.   As possible redactions are identified, you can either allow the AI to make the changes or involve an employee, allowing them to serve as an approver. Which approach is best may vary depending on the nature of your business and the associated compliance requirements, so it’s crucial to keep that in mind.  

Call Indexing

  Searching audio records is difficult if they aren’t properly labeled. Luckily, with AI, the process of indexing calls is far easier. The AI can review the conversation and index it appropriately, improving the searchability of the record.  

Real-Time Flagging

One of the biggest challenges contact centers face is addressing compliance issues while they are occurring. Often, it isn’t until a call is reviewed that a problem comes to light. In some cases, that’s too late to avoid non-compliance penalties.   With AI speech analytics, conversations that are veering into questionable territory or become non-compliant can be flagged in real-time. Contact center managers can be alerted while the call is in progress, empowering them to intervene and address the situation immediately.   Ultimately, all of the AI capabilities above can improve compliance dramatically. In today’s data-driven world, their usefulness will likely only increase, allowing those who move forward with them now the ability to stay ahead of emerging requirements and the competition.