AI, compliance and customer outcomes: Recordsure in conversation with intelliflo

Recordsure recently sat down with intelliflo to record a new episode for the intelliflo Interacts vodcast series. Garry Evans, Recordsure’s Chief Product Officer and Chief Commercial Officer, joined Thomas Richter, Director of Strategic Partnerships at intelliflo, for a wide-ranging conversation about how artificial intelligence is reshaping compliance, quality assurance (QA) and customer outcomes in wealth management.

The result is three honest discussions that avoid overselling and look practically at where AI is making a difference, where it has limits and what comes next. For compliance, risk and technology leaders trying to cut through the noise around AI in financial services, the series is worth watching.

What the three-part series covers

The series is structured around Recordsure’s role in wealth management, customer outcomes and triage, and the future of compliance and AI in advice. Across the three parts, the recurring theme is how firms can use AI to improve coverage while retaining human oversight and governance.

Part 1: Recordsure and the role of AI in wealth management

The first conversation asks how firms can move from manual, labour-intensive compliance reviews to something smarter without losing oversight or control. Garry traces Recordsure’s origins as a business built to tackle the burden of suitability reviews and compliance monitoring in wealth management.

The discussion explains how Recordsure has evolved as AI capabilities have advanced, covers the partnership with intelliflo and explores the right balance between automation and human oversight. AI can do the heavy lifting, but human judgement remains essential; that balance is a feature, not a limitation.

Part 2: Customer outcomes, triage and the future of AI in advice

Part 2 moves into operational detail. Predictive AI can help firms evidence good customer outcomes under the FCA’s Consumer Duty, show how triage works in practice and increase sample rates dramatically without hiring more people.

Garry explains how Recordsure technology helps compliance teams identify risk areas faster, prioritise reviews more intelligently and get consistent coverage across advice interactions. The conversation also covers customer and adviser interaction analytics, and the distinction between predictive and generative AI. Generative AI is accessible, but it is not always the right tool for compliance-critical decisions; knowing the difference is part of responsible AI use.

Part 3: Compliance evolution, global insights and what’s next for Recordsure

Compliance expectations are changing, and compliance teams can move from being seen as a cost centre to becoming a driver of business value. Garry draws on UK and Australian experience, where large-scale remediation projects, including “fee for no service” cases, showed what AI-driven triage and document analysis can achieve at scale: significantly reduced effort, faster resolution and better customer outcomes.

The episode closes with what is next for Recordsure: data extraction, cross-source validation and raising the standard of evidence and integrity across the advice process. As industry consolidation accelerates and regulatory expectations rise, an evidencing framework is becoming a competitive necessity.

Why this conversation matters

The pressure on wealth management firms to evidence good customer outcomes is increasing. The FCA has been explicit that Consumer Duty compliance is not a tick-box exercise: firms must demonstrate, with real data, that customers receive suitable advice and appropriate ongoing service.

Manual QA processes, even when well run, can only cover a fraction of interactions. Predictive AI changes that equation by enabling triage at scale, identifying emerging risk earlier and freeing compliance professionals to focus on cases that need their expertise.

Firms getting most value from AI are not handing everything to technology. They are thinking carefully about governance, human oversight and how AI fits existing workflows. As explored in the Attivo case study, that structured approach can deliver a 40% reduction in file review costs and a step-change in advice quality.

The intelliflo partnership helps deliver this in practice. Integrating AI-powered compliance tools into adviser platforms removes friction, speeds workflows and makes evidencing outcomes part of the advice process rather than a separate overhead.

The series forms part of intelliflo Interacts episode 7.