Every word from a representative is a commitment (or risk) for your business
The greatest risk in a service center is not technological, but rather the heavy legal and reputational liability that rests on the shoulders of the organization and its representatives.
Currently, manual monitoring of 1-2% of calls leaves 98% of this risk without any supervision. This is business conduct comparable to driving with closed eyes on a highway.
The role of our regulation center is simple and straightforward: enabling you to define which words or situations mentioned in conversations will automatically trigger processes in your systems. You set the rules.
Once the system identifies the word or situation you defined in 100% of calls, it sends an 'event' to an external system of your choice – an automation platform, your information system, or directly to an email alert.
Our regulation center is the detection and trigger engine. It is not the automation system itself, but rather the brain that identifies the event and instructs your other systems to start operating.
A representative saying "I promise you a discount on the next invoice" creates a binding contract for all intents and purposes.
A representative at an investment company promising a client "guaranteed returns," contrary to legal requirements, exposes the organization to heavy fines and sanctions.
Offensive speech by a representative (or by a client toward a representative) could lead to lawsuits, enormous reputational damage, and a toxic work environment.
The true power of the Voicenter AI platform lies in the tight integration between its components, creating a cumulative value effect, similar to a flywheel.
A representative at a financial company conducted a call and failed to state the mandatory legal disclaimer required by law. The Regulation Center identifies the "omission" of the phrase and sends an alert email to the team manager: "Call 345 - regulatory opening statement not delivered."
The result is correction of a potential compliance violation. Instead of discovering the mistake after the fact, the organization prevents it proactively and ensures full compliance with the strictest regulations, in every single call.
A frustrated customer says "I'm fed up, I'm going to talk to my lawyer."
The Regulation Center immediately identifies the phrase.
Automatically, it triggers a chain of actions:
The process ensures fast, consistent, and documented handling, dramatically reducing the company's legal exposure. A guarantee that no legal threat falls through the cracks.
During a call, a customer begins using profanity toward the representative. The Regulation Center, configured to detect offensive language, triggers an alert to the call center manager.
The manager can intervene, calm the situation, and protect their employee.
In the reverse scenario, if a representative unfortunately loses their composure, the system documents this for investigation.
Creating a safe and respectful work environment for representatives, and maintaining brand image in every interaction, while quickly addressing deviations creates brand loyalty to the organization from both sides of the coin.
