Increasing QA oversight while reducing review costs

The challenge

A major UK retail and commercial bank was conducting approximately 5,000 mortgage conversations every month. While its telephony provider already recorded conversations, the bank needed a way to capture face-to-face client-adviser conversations and analyse them at scale alongside its existing recordings. 

This created a gap in oversight for face-to-face discussions. The bank wanted greater visibility across its mortgage conversations so it could proactively identify trends and inherent risks at the frontline of the business and mitigate the risk of consumer harm before it occurred. It also needed to make the Quality Assurance (QA) process more efficient, enabling greater oversight without creating an unsustainable review burden. 

The Recordsure solution

Recordsure technology enabled the bank to capture, analyse and review mortgage conversations across face-to-face meetings, telephony and video banking. The solution centred on Conversation Intelligence, bringing different conversation channels into the QA process and using AI-driven analysis to help identify conversations requiring closer human review. 

Bringing mortgage conversations together

Recordsure’s Conversation Intelligence enabled advisers to securely record face-to-face mortgage meetings. The recordings were then uploaded and analysed alongside conversations from the bank’s existing telephony and video banking recordings. This gave the bank oversight across its different mortgage conversation channels and addressed the previous gap around face-to-face interactions. 

Prioritising conversations for human review

Mortgage conversations were risk-scored to help identify the cases most in need of human review. The risk scoring achieved a 95% user-verified human-AI agreement rate, helping the bank direct reviewer attention to cases requiring closer examination. 

Making QA reviews more efficient

AI-driven analysis segmented mortgage conversations into colour-coded QA review checklist topics. QA teams could then use these topics to work through conversations more methodically and efficiently. This helped QA reviews be completed in half the previous time. 

The outcomes

Mortgage sales oversight increased from less than 5% to 100%, giving the bank greater visibility across its mortgage conversations. At the same time, QA review time fell by more than 50%, helping the bank increase oversight while making the review process more efficient. 

The bank also improved advice standards and reduced the number of complaints. QA and Compliance costs were reduced, generating substantial longer-term savings. Risk scoring helped identify cases most in need of human review, while structured conversation analysis enabled QA teams to work through reviews more methodically and efficiently.