“At BHS, we place great emphasis on communication with our customers. All sales agents must act professionally, without mistakes or misunderstandings. It is impossible to manually discover problems and monitor topics in thousands of calls per month. That’s why we decided to work with SentiSquare. Thanks to their tool, we now have a real-time overview of what is happening in the calls. We can spot an error or problem early before it grows into a bigger one. We believe this will bring us even closer to our customers.”
BH Securities, a financial services provider, faced a significant challenge in managing its compliance monitoring process. With thousands of customer calls each month and numerous sales agents involved, manually reviewing calls to ensure adherence to internal compliance rules was proving to be time-consuming and inefficient. To address this issue, BHS deployed SentiSquare AI, an advanced artificial intelligence solution, to automate the compliance monitoring process.
BHS managers had to review a vast number of customer calls manually. This process was not only labor-intensive but also prone to human errors and inconsistency in evaluation. Compliance managers struggled to keep up with the sheer volume of calls, resulting in delayed identification of potential compliance breaches and performance issues among sales agents.
This case study explores how SentiSquare AI transformed BHS Corporation’s compliance monitoring, providing managers with real-time insights into call topics and sales agent performance.
Once deployed, SentiSquare AI revolutionized the compliance monitoring process. It automatically scanned 100% of customer calls in real time, allowing compliance managers to receive instant alerts on potential compliance violations. The AI model analyzed the conversations and flagged specific sections that required further attention, significantly reducing the time and effort spent on manual reviews.
Key features of SentiSquare AI:
The successful implementation of SentiSquare AI at BHS transformed their compliance monitoring process, making it efficient, accurate, and working in real time. With 100% of calls automatically checked against internal compliance rules, BHS managers gained valuable insights into call content and individual sales agent performance. The AI solution enabled BHS managers to gain real-time visibility into the topics being discussed on customer calls. This insight helped identify emerging trends and customer pain points, leading to more informed business decisions.
The collaboration between human expertise and AI-driven automation resulted in a seamless and effective compliance framework, empowering BHS to better serve its customers and remain at the forefront of the financial services industry.
“Customer care has an important role in FTMO. Often these are recurring queries, where SentiSquare text analytics helps to speed up responses to our clients and save routine work for agents. This allows them to focus on more complex queries.”
“SentiSquare’s contextual email processing saves our employees work. Our Front Office operators now spend less time on routine tasks, instead focusing more on client care.”