Communications Analytics

Formerly known as Intelligent Voice

Find the compliance gaps in voice communications with AI-powered language recognition, transcription, and speech analytics capabilities, pre-trained for the financial markets.

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The challenge of multi-modal communications

With the evolution of communication, voice interactions now happen across modalities that go beyond traditional voice channels. Dealerboards, mobiles, UC tools such as Zoom and Microsoft Teams, and video conversations all complicate the capture of spoken interactions. All these separate — and evolving — tools and platforms collect and store different data which can easily become siloed and hard to leverage.

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Voice has become complex

Communication has also undergone fundamental changes in the financial sector. For a long time, the focus used to be around the ‘trade’, a one-to-one conversation. Due to increased regulation, however, the requirement has expanded to any communications that might lead to a trade. As a result, conference calls and persistent chat interactions — a linkage of communications between parties over a period of time — have become increasingly prevalent.

All these changes in voice interactions are posing increasing challenges to financial firms, as well as their surveillance team and compliance solutions. But these challenges can no longer be overcome by simply implementing basic capture and analytics tools. AI is becoming critical in keeping up with the evolution in technology.

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The language complexity

In addition, there’s also the aspect of domain-specific languages. The financial sector has always been notorious for its distinctive, special ‘dialect’, which makes turning captured voice interactions into actionable insights all the more difficult.

And in an industry where non-compliance is sanctioned with billions of dollars in fines every year, regular compliance tools just aren’t enough. The solution you choose needs to be prepared to understand ‘trading floor talk’, otherwise mistakes or instances of misconduct can slip through the cracks. And they can cost you.

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AI-powered compliance for AI business outcomes

Communications Analytics uses AI-powered speech recognition, transcription, and analytics capabilities to help you overcome the latest challenges in financial compliance and find the gaps in voice communications. With Verint, you will be able to deliver real business outcomes such as:

Gaining a proactive understanding of each interaction
Filling in the gaps in the captured meta data
Speeding up audio reviews
Detecting misconduct and possible breaches of compliance efficiently

Smiling man taking a phone call while looking at his laptop.

Unmatched speech recognition and transcription capabilities

Turning voice conversations into actionable information starts with best-in-class language recognition and transcription. Verint Communications Analytics can identify over 30 languages and transcribe the conversation while automatically switching between the languages.

Although the solution comes pre-trained for the special language of the trading floor with high levels of accuracy, it can easily be further tuned to better understand any company’s own specific terms and lingo quickly and easily.

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Smart visualization and AI help the review process

The captured conversation is visualized in a navigable soundwave form, complete with the transcription, alert terms, and key topics identified within the conversation.

What’s more, Verint Communications Analytics also leverages AI to generate a concise summary of the conversation to help make the review process faster and more efficient.

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Reduce the potential of conduct risk with identity and sentiment insights

Maintaining full compliance with applicable regulations is vital, but it’s also becoming increasingly complex. However, smart data insight capabilities can help you navigate this daunting task with confidence.

Our Speech Identity feature uses anonymized biometric techniques to identify speakers and securely store their data in a database for future reference. This can help detect and link possible cases of misconduct, such as unknown parties communicating through multiple channels, on conference calls, or unauthorized use of turrets.

The solution can also identify positive and negative experiences and trends of each speaker in the conversation and map the changes in sentiment to the individual topics.

Woman talking on the phone traveling

Gain a holistic, single-pain-of-glass view of your communications landscape

With Verint Financial Compliance, you get all these communications analytics capabilities in one place. You’ll be able to manage the entire workflow on an intuitive interface, which gives you a holistic, single-pane-of-glass view of all communications, including those from external resources.

This helps compliance officers gain a better understanding of each interaction and detect possible breaches of compliance more efficiently.

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Key features

Compliance-focused LLMs and company-specific finetuning
The solution is built on speech AI pre-trained for the special language of the trading floor to give you market-leading accuracy. In addition, the language models can be further tuned to better understand any company’s specific language through adding domain reference data such as chat, email, acronyms, or free text to the quick train process.
Automatic Language Recognition and Diarization
Communications Analytics converts voice interactions captured by Verint Financial Compliance on any tool and platform into transcribed text automatically. The solution can identify the number of speakers in a conversation and anonymously segment the transcript according to speaker identity.
Automatic Language Detection and Multilingual Transcription
The solution can identify more than 30 languages within an individual audio file and automatically transcribe in either the dominant language or multiple languages, depending on how it’s been configured.
Jumpto™ Topics
Communications Analytics can automatically identify key topics within a conversation, providing a brief summary of what’s been said in a quickly and easily navigable way.
SmartTranscript™
Communications Analytics creates a navigable soundwave visualization of the audio file, complete with alert terms and to help make the audio review process faster and more efficient.
Speech Identity
Thanks to best-in-class anonymized passive biometric techniques, the solution can search for anonymized speaker identities in a secure database. This can help detect and link unknown parties through multiple channels, on conference calls or unauthorized use of turrets.

Automatic Sentiment Analysis
The solution uses AI to understand and analyze speakers’ sentiments during a call. As rapid changes in sentiment are often the sign of potential misconduct, such insights can help you proactively prevent conduct risk. The sentiments are also mapped to the topics to provide further insights.
Baseline Summarization
Using generative AI, Communications Analytics automatically creates a brief and precise summary of each conversation to further support the interaction review process.
Transcript Translation
Communications Analytics can quickly and effortlessly translate transcriptions of spoken interactions into English with high accuracy, so you can more easily demonstrate compliance with applicable regulations.

Winner of the most innovative regulatory compliance monitoring category at A-Team Innovation Awards 2023

Boasting multiple first-of-its-kind capabilities such as capturing persistent chats and conditional recording in Microsoft Teams, Verint Financial Compliance has always been a product driven by innovation.

We’re happy to be recognized for our efforts and proud to serve the financial industry by providing robust quality and compliance solutions in this digital age.

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