Conversation Intelligence
Conversation Intelligence for regulated customer interactions
Turn every customer interaction into trusted, usable intelligence
100%
interaction oversight
50%+
reduction in QA review time
100,000s
of conversations analysed each year
15 years
of applied AI experience
Conversation Intelligence securely captures customer meetings and calls, then turns them into transcripts, structured notes, navigable themes and evidence-linked intelligence.
Reduce administration, understand what happened, check whether important processes were followed and focus skilled people on the interactions that need attention.
More time for customers. Better evidence for the business. Human judgement where it matters.
Trusted by
What is Conversation Intelligence?
Accurate records, structured data and practical intelligence from every interaction
Conversation Intelligence turns meetings and calls into accurate, accessible records and practical intelligence, helping your teams understand every interaction and make better-informed decisions.
Secure recording, transcription, structured meeting notes, topic-led navigation and reliable, automated quality checks and scores create the foundation for workflows and reporting configured around your business priorities.
Teams can move from a summary or finding to the exact point in the transcript or recording, inspect the supporting evidence and apply their judgement. The result is less administration, cleaner handovers, stronger assurance and a more complete view of customer interactions.
Intelligence and evidence model
How does Conversation Intelligence turn evidence into action?
Conversation Intelligence creates a reliable evidence foundation, applies configurable checks and makes the resulting intelligence easier for skilled people to understand and use.
Capture a reliable record
Securely record in-person or online interactions without an intrusive meeting bot. Connect each authoritative record to the relevant customer, case or business process.
Make every conversation usable
Create accurate transcripts, structured meeting notes and topic-led summaries that make lengthy interactions easier to understand and navigate. Move directly from a theme or finding to the supporting words and audio.
Check, score and explain
Assess whether required processes were followed, identify missing information or weak evidence and highlight potential exceptions. Connect findings to the relevant point in the conversation and explain outcomes.
Understand, decide and act
Verified results help you understand patterns across teams and time. Use the actionable intelligence to support follow-up work, strengthen handovers, focus human review and improve processes.
Conversation Intelligence for outcomes that matter
Improve customer outcomes and run the business better
Create more time for customers and growth. Use intelligence that connects findings to the evidence behind them.
Improve customer experiences and outcomes
Understand customer needs, circumstances and preferences more consistently across every interaction. Evidence understanding, support and service quality while helping teams deliver better customer outcomes.
Create capacity for profitable growth
Reduce administration, note-taking, searching and conversation reconstruction. Give customer-facing teams more time to focus on customers, advice, service and revenue-generating activity.
Improve operational efficiency
Provide operations and service teams with structured, consistent information from every interaction. Reduce handover friction, accelerate workflows and improve visibility of work in progress.
Strengthen assurance and reduce risk
Move beyond limited manual samples. Apply consistent oversight across more interactions, identify exceptions earlier and provide evidence-linked insight that supports review, coaching and governance.
Who benefits from Conversation Intelligence
Intelligence for every level of a regulated business
Conversation Intelligence supports the people who serve customers, progress work, assure quality and lead the business.
Customer-facing teams
Create reliable interaction records and notes, reduce administration and return to the next customer conversation with a clearer view of the relationship.
Operations and case teams
Receive more consistent inputs, navigate directly to relevant discussion points and reduce the time spent clarifying or reconstructing what happened.
Compliance, quality and risk teams
Check process adherence, inspect the evidence behind findings, extend monitoring coverage and focus specialist review on exceptions and qualitative judgement.
Training and performance teams
Identify recurring strengths and development needs, then use real evidence to make coaching timely, specific and measurable.
Executive and operational leaders
Understand interaction quality, process consistency, outstanding actions and emerging themes across products, teams, channels and time.
Data and technology teams
Integrate Conversation Intelligence with CRM, workflow, reporting and business systems. Maintain control of data, permissions and governance while making conversation intelligence available to the teams that need it.
Trust, security and responsible AI
Conversation Intelligence combines trusted evidence, controlled AI and flexible integration.
Every finding remains linked to the underlying conversation evidence, including the recording and transcript, with permissions, audit trails and configurable integrations built in. Outputs can be integrated into CRM, workflow, reporting and business systems through metadata, APIs and data feeds.
AI-generated insights remain explainable, authorised users can inspect the supporting evidence, and material decisions remain with appropriately skilled people.
Recordsure applies human oversight, responsible AI principles and enterprise security controls. We operate within an ISO 27001-certified information security management system, with client-specific access controls, data separation and governed use of both predictive and generative AI.
Sectors
Built for regulated and evidence-intensive businesses
Recordsure works with organisations where important customer decisions must be efficient, explainable and defensible.
Case studies
Proven outcomes in complex environments
Major UK retail & commercial bank
Increasing mortgage QA oversight while reducing review costs
Discover: Increasing mortgage QA oversight while reducing review costs
UK consultancy
Scale file review without scaling costs
Major UK retail bank
Improving oversight and QA across mortgage advice
Resources
Documents and guides
Supporting information for Conversation Intelligence technology
Recordsure Conversations for Financial Services
How it works
Download now: Recordsure Conversations for Financial Services (PDF, 603.3 KB)
Recordsure Conversations for Public Sector
How it works
Download now: Recordsure Conversations for Public Sector (PDF, 589.8 KB)
Recordsure Intelligence
Technology overview
Talk to us
Know what was said, what matters and what to do next
Talk to Recordsure about your interaction channels, administration, quality checks and oversight priorities. We will help you identify a practical starting point and the evidence needed to measure value.
Frequently asked questions
Conversation Intelligence frequently asked questions
Recordsure Conversation Intelligence records in-person and online interactions, produces transcripts and structured meeting notes, and organises conversations into themes and evidence-linked findings. Recording methods, metadata and integrations are configured for the organisation’s channels and processes.
Recordsure can configure checks around required questions, explanations, disclosures and process steps. Findings connect to the relevant point in the conversation, so authorised users can inspect the evidence, verify the result and apply their judgement.
Conversation Intelligence can identify and organise evidence of the subjects discussed, explanations given, questions asked and customer responses. Organisations define the review framework and retain human judgement over whether the evidence demonstrates an appropriate outcome.
Yes, subject to permissions and the agreed configuration. Recordsure is designed to preserve access to the underlying recording, transcript and supporting evidence rather than presenting findings as a black box.
Secure recording, transcripts and structured meeting records form the included foundation for Recordsure Conversation Intelligence clients. Commercial terms, usage volumes and additional checks, workflows or reporting are agreed for each implementation.
Yes, our APIs can take recordings from any source, in pretty much any audio format, so whether you want to apply Recordsure Conversation Intelligence to recordings from your telephone system, or any existing meeting recording solution, we can work with them.
Recordsure platform
Turn intelligence into action
Connect interaction and document intelligence with workflow, reporting and integrations to create a more complete, evidence-linked view across the business.
Conversation Intelligence
Capture and understand customer meetings and calls.
Document Intelligence
Structure documents, emails and case evidence.
Workflow automation
Move evidence, checks and actions through repeatable workflows.
Reporting & Analytics (MI)
Turn structured data into oversight, trends and management information.
API & Integrations
Connect Recordsure with your existing business systems.
Knowledge centre
Insights and Perspectives
Curated articles, guides, reports and thought leadership related to Conversation Intelligence, interaction oversight, QA, Consumer Duty, customer outcomes and operational efficiency.
Can the FCA Handbook API help firms demonstrate compliance?
FCA CP26/28: What the proposed AIFM reforms mean for governance and oversight
Why outcomes monitoring needs more than management information
European Business Magazine: Mills Review highlights the growing need for AI oversight and evidencing in financial services