Speech Analytics Compliance Automation Qorus-NTT DATA Innovation in Insurance Awards 2026

Our project is an AI-based system that ensures GDPR compliance in customer acquisition calls by validating two key moments in every interaction: the agent’s full and accurate reading of the mandatory legal text, and the customer’s explicit consent. It was created to solve a structural challenge: thousands of daily calls from more than 500 agents made manual, sample-based audits slow, subjective, and insufficient. Unlike generic speech-analytics tools, our hybrid approach combines rules, Speech-to-Text, NLP, and LLMs, and was co-designed with Legal, Operations, and Technology. Inspired by recent advances in LLMs and our experience with large-scale AI, the system acts as a virtual auditor that reviews every call with consistent criteria. The departments involved include Legal Advisory, Compliance, Operations, Quality, Advanced Analytics, Security, and IT Architecture. So far, it automatically analyses more than 4,000 calls per month, identifies 12–16% with compliance issues, reduces legal risk, and allows auditors to focus on managing incidents rather than searching for them.