Strict regulations cost Zmarta Group both time and resources

Zmarta Group, a leading player in financial services, faced a significant challenge within their compliance department.

Due to strict regulations, all customer calls needed to be monitored to ensure accurate information sharing and guideline adherence.

Manually listening to each call or only conducting spot checks increased the risk of missing critical deviations. This process also required enormous resources and time, which Zmarta Group realized was unsustainable.

Zmarta Group sought a solution for more reliable results and increased efficiency.

The decision was made to implement Connectel’s Speech Analytics solution. With AI-driven transcriptions, Zmarta Group can automatically analyze all customer calls.

Here’s how it works: the AI identifies calls where specific words or phrases are used (or missing) and flags these for further review.

This allows the compliance team to focus only on calls with deviations, rather than manually monitoring every interaction. This automated solution reduces manual review work by up to 80%.

Expected outcome after implementing Speech Analytics:

• Improved compliance review as all calls are analyzed, reducing the risk of missed deviations.
• Increased efficiency and faster action on regulatory breaches or customer complaints thanks to real-time call analysis.
• Reduction of manual review work by up to 80%.