AI’s Role in Conversation Compliance

Ensuring conversation compliance is not just good business practice, but necessary to avoid hefty fines, a damaged brand reputation, and possible litigation.  

With a myriad of federal, state, and internal regulations and standards, conversation compliance can feel like a large undertaking. But now AI (Artificial Intelligence) can leverage conversation intelligence to improve your conversation compliance strategy to get the most out of every consumer interaction. 

How AI is transforming conversation compliance 

Real time coaching 

Real-time conversation coaching supports sellers during the call with AI-powered technology to ensure every conversation is accurate, efficient and empathetic. Real-time coaching provides support during the call to potentially stop minor issues from escalating into potential compliance violations. AI can suggest prompts and reminders mid-call to sellers if they veer off track from compliance guidelines.  

Real time coaching can also support brand compliance for internal requirements during conversations for cross sell, upsell and support calls. For example, an insurance agency may have a requirement that if a consumer calls in with a question about their homeowner’s policy, the agent must mention a new promotion for car insurance. With real-time guided coaching, the agent will be reminded to mention the new policy, therefore complying with internal brand compliance standards. 

Real-time coaching can also assist agents with ensuring they obtain express consent for future outreach and track that consent for auditing purposes. 

Script adherence 

Script adherence is crucial to ensuring conversation compliance, especially in highly regulated industries. Quality assurance (QA) teams spend a significant amount of time reviewing phone calls to ensure their reps are delivering information correctly, and in many cases, according to the regulations needed to ensure compliance. 

Leveraging AI-powered technology, agents can provide script guidance in real-time to ensure accurate information is delivered, protecting your organization from legal liability. 

Quality assurance 

Quality assurance in your call center’s processes help identify areas where conversations fall short of compliance regulations or internal company guidelines. By leveraging AI-powered technology to assist with quality assurance process, QA leaders can analyze massive volumes of conversations quickly and efficiently, leaving their human QA teams to focus on complex cases or coaching opportunities that need a closer look. 

Call Scoring 

Call scoring is an important part of a compliant conversation. All consumer calls should receive a score at the end of the interaction. AI-powered call scoring goes beyond just identifying keywords and phrases. The criteria on which the call is graded can analyze many factors: script adherence, sentiment analysis, regulatory compliance, call outcomes, and more. These factors can be completely customizable to the industry or use-case needed to ensure consistency across every interaction. 

Sentiment analysis 

Sentiment analysis is the process of understanding the key emotional moments of each call with a consumer. Sentiment analysis acts like an extra layer of awareness for both businesses and their agents by fully leveraging the voice of the customer through a deep analysis of the sentiment behind every interaction to gauge the impact of their customer experience. Along with conversation intelligence, AI-powered sentiment analysis provides insights on customer emotion, enabling sellers to ensure compliant conversations,  build better relationships and more easily personalize the conversation while on a live call. 

Call summarization and next best steps 

AI-powered call summarization acts as a rundown of discussion points, key concepts and actionable insights throughout every conversation. Call summarization maximizes efficiency with AI-powered summaries that itemize the most important takeaways of the conversation without having to review entire call transcripts and recordings. If non-compliance was detected in the call, that instance will be brought to the forefront immediately to ensure an organization can fix the situation swiftly. 

Call summarization also produces action items and next-best steps. If a seller left the interaction promising to send the consumer more information, or with a plan to schedule a meeting on the following Thursday, call summarization will remind them to follow up the interaction with a calendar invite or remind you to send over a sales brochure.  

Chatbots and virtual assistants 

Chatbots and virtual assistance are among the most popular ways to leverage AI. They come with many benefits such as automation, improving customer satisfaction, and boosting optimization. Chatbots and virtual assistance are transforming conversational compliance by leveraging AI techniques like machine learning and natural language processing to understand and respond to user inquiries in a natural way. 

Chatbots can follow pre-defined scripts that ensure they always adhere to compliance regulations, automatically disclose necessary information at the beginning of conversations, and be programmed to collect consumer data with only explicit written consent.  

Chatbots and virtual assistants can work alongside human sellers to take the minor issues and questions off their plates. For more complex issues that require a personal response, we suggest using a real human to interact with consumers. 

Post-call analytics 

After a call is completed, AI can provide rich post-call analytics to give insights and summaries of what happened during the call. Unlike traditional post-call quality assurance where you review one call at a time, AI can help organizations quickly analyze all conversations so no potential compliance violations slip through the cracks. AI can be programmed to automatically detect certain keywords or phrases that might indicate non-compliance and bubble those calls up to managers who need to be made aware.  

Begin your conversation compliance journey today 

By leveraging AI-powered technology, your organization can move beyond a reactive compliance strategy to a proactive and preventative approach. Gryphon’s real-time, AI-powered conversation intelligence solution enables better conversations so customer-facing teams can sell more, remain compliant, and deliver exceptional customer experiences. 

Want to learn more about how AI is transforming conversation compliance? Check out our new guide for more insights.