Automated Call Compliance Monitoring Qorus Banking Innovation Awards 2023

Voice calls represent one of the last largely untapped data reservoirs, due to its inaccessible nature. The Automated Call Compliance Monitoring project leverages the powerful synergy of Voice-to-Text (VTT) and Large Language Models (LLM) AI technologies, to transcribe, understand and process such calls for call compliance monitoring. This enables the bank to analyze voice data at scale (at least 20K calls per month). Compliance coverage is boosted from below 1% to nearly 100% of calls, performing at nearly 90% detection accuracy on the adherence and violations checklist comprising 150 items.