Smarter, faster Quality Assurance for client-advisor conversations

The challenge

A large UK tier one bank needed better oversight of conversations taking place between financial planning managers and clients, both in person and remotely. 

Quality Assurance (QA) teams carried out paperwork checks and contacted customers after the event to check their understanding, but the bank had no way to quality assure the actual advice conversation without someone observing it. This was time and resource intensive. 

The bank wanted an unobtrusive way to record these conversations so it could review them centrally. It also wanted to make its QA process more efficient by using AI-driven speech analytics to help reviewers navigate and assess those interactions. 

The Recordsure solution

Recordsure technology enabled the bank to securely capture and analyse in-person and remote client-adviser conversations, giving teams access to the interaction after the meeting. The solution centred on Conversation Intelligence, using recorded conversations, transcripts and AI-driven analysis to support QA teams and advisers. 

Capturing client-adviser conversations

Recordsure’s Conversation Intelligence enabled advisers to record face-to-face and remote conversations using iOS and Windows devices. Recordings were securely uploaded and made available for subsequent review. This gave the bank a way to review conversations after the event without requiring someone to observe each meeting in person. 

Creating a searchable record of the conversation

Once a conversation had been captured, a transcript was produced alongside the audio recording. Advisers could use sections of the transcript in their suitability reports as evidence of what had been discussed during the advice meeting. This also provided a detailed record advisers could refer back to when preparing the report. 

Helping teams find relevant parts of conversations

AI-driven analysis identified topics and process steps within customer conversations and highlighted relevant sections of the recordings. Advisers could navigate to specific sections they wanted to revisit when preparing suitability reports, while QA teams could review more methodically and efficiently. The technology also supported thematic QA checks and provided a way to verify that activity occurred during call remediation exercises. 

The outcomes

The bank gained central oversight of in-person and remote client-adviser conversations without relying on live observation, supporting better utilisation and productivity across the QA team. QA review coverage and quality increased, while the bank achieved a 15-20% time saving per advice event. The bank also reported more suitable advice and more robust suitability reports. 

Advisers could refer back to conversations and use relevant transcript content when preparing suitability reports, helping them demonstrate what was discussed during advice meetings. The recorded conversations also supported complaint handling by providing evidence of what had been said during client-adviser meetings, while conversation analysis supported thematic QA checks and verification of remediation activity. 

The efficiencies created through the technology helped offset the additional QA resource associated with reviewing a greater number of recorded conversations