Fast-developing voice-recording tech opens new possibilities

Gone are the days when monitoring communications with customers meant analysing a small sample of voice recordings. Now, data gathered from multiple voices and video channels can be made accessible and searchable in real-time and on-demand, as well as combined with other artificial intelligence capabilities, writes Nigel Cannings.

Nigel Cannings is the chief technology officer at Intelligent Voice (https://intelligentvoice.com/), a global leader in the development of proactive compliance and eDiscovery technology solutions for voice, video and other media.

Financial institutions that breached compliance regulations were fined $2.7 billion in 2021 globally, [1] a 49 per cent reduction from the previous year. [2] Moreover, the total number of cases fell from 760 in 2020 to 176 in 2021. [3] Yet despite the decline, this still represents a significant reputational and financial risk for firms - which reflects why, for a growing number of businesses, finding effective compliance solutions is now a priority.