Move from listening only when there is a complaint – to a world where AI reviews every call for greeting, self-introduction, PDPA notice, identity verification and proper call closure, while detecting risky phrases and Mis-selling behavior in near real-time.
Designed for Contact Centers, Relationship Managers, Sales teams and service operations that need both service quality and regulatory-grade evidence in a single view.
Talk to us about Conversation Quality & Compliance Explore AI Compliance Policy Engine
It’s not just “word spotting” – it’s understanding the full behavioral pattern of every interaction against your service standards and regulatory policies.
This is more than simple keyword detection. AI evaluates context + sequence and combines it with the AI Compliance Policy Engine so you see both service quality and compliance risk in a single framework.
Many organizations have beautifully written scripts and QA checklists – but in real life, daily pressure, workload and habits create small gaps that can later become major service or compliance incidents.
Instead of spending time finding which calls to listen to, QA and supervisors can focus on coaching and developing the team, while AI reviews every interaction in the background.
The solution works seamlessly with Tendfor Cloud Contact Center, ASC Recording Insights and Teams Compliance Thailand, creating a unified view of conversation quality across all channels.
Turning real customer conversations into quality scores, risk alerts, coaching insights and audit-ready evidence – in near real-time.
Voice and video are captured from your Contact Center, Teams, mobile or digital channels, then converted to text (Speech-to-Text) with speaker separation for agent and customer.
The transcript is mapped against your approved scripts and policies to detect which steps are present, which are missing, and which phrases may violate policy.
AI computes Conversation Quality, Compliance and Risk scores using Regulatory Memory and historical interaction patterns across your estate.
The system generates strengths, weaknesses and coaching suggestions, with direct links to exact moments in the audio to use as examples or evidence.
This architecture is powered by the AI Compliance Policy Engine v2 (Regulatory Memory), enabling Compliance teams to see not just “what was said in one call”, but emerging behavioral and risk patterns across the entire organization.
Move from manual sampling to a live, data-driven view across agents, teams and branches.
Overall quality score covering greeting, communication style, clarity of explanation, listening behavior and closing – with drill-down by agent, team, campaign or channel.
Measures adherence to mandatory steps such as PDPA notice, identity verification, risk disclosure and avoidance of Mis-selling phrases as defined by Compliance.
Highlights high-risk calls or abnormal patterns, such as repeated failure to give PDPA notice or frequent usage of risky phrases – so Compliance can prioritize deep-dive investigation.
All metrics can be integrated into enterprise BI tools such as Power BI or your existing dashboards, and combined with Speech Analytics to create a holistic business and service-quality view at enterprise scale.
Based on Vasvox experience with financial institutions, public sector and large-scale contact centers.
Verify that relationship managers explain product risks, disclose key conditions and avoid guaranteed-return statements – supporting MiFID II, PDPA and local regulations.
Monitor adherence to approved sales scripts, cooling-off disclosures and policy conditions, while detecting Mis-selling or overly aggressive sales practices.
Ensure agents follow the complaint handling playbook – acknowledgement, apology, resolution options and proper documentation – creating solid evidence for dispute or internal investigation.
Track PDPA notification rate, consent practices and potential over-disclosure of personal data, providing DPOs and Legal teams with actionable insight for policy and training.
Apply the same level of monitoring to branches and back-office staff using Teams or softphones, where calls were traditionally under-sampled or not monitored at all.
Use AI-generated insights to build structured coaching plans per individual, supported by real-call examples instead of subjective impressions only.
Deepen your understanding of regulations and best practices before designing your voice recording, AI analytics and conversation-quality architecture.
Why has communication recording – voice and digital – become a “must-have requirement” for regulated organizations in Finance, Healthcare, Government and beyond under MiFID II, FINRA, Dodd-Frank, GDPR and PDPA?
Read the article & infographic ideas →Move from manual, sampling-based compliance review to full Auto Compliance, where AI analyzes every interaction across Voice, Chat and Video, including rules for Insider Trading patterns and high-risk phrases.
See solution details →Frequently asked questions from QA, Compliance, IT and business leaders when starting a Conversation Quality initiative.
Traditional QA typically relies on manual sampling – listening to a small percentage of calls and scoring them by hand. Conversation Quality & Behavioral Compliance applies AI to all interactions, across channels and agents, giving you a full picture of risk and quality while freeing QA teams to focus on coaching and improvement.
Yes. The solution compares transcripts against your scripts and policies to detect missing steps – such as no greeting, no PDPA notice, no identity verification, or no closing summary – and raises alerts to the relevant stakeholders.
Not necessarily. We can take your existing QA forms and call-handling scripts and convert them into machine-readable rules using a “Script-to-Rule” approach, then refine them iteratively as your policies evolve.
Conversation Quality monitoring helps ensure PDPA notice and consent steps are consistently applied, and highlights calls where excessive or unnecessary personal data may have been collected. This gives DPO and Legal teams concrete evidence to refine policies and training.
Yes. The solution can integrate with supported recording platforms such as ASC Neo, ASC Recording Insights and Teams Compliance architectures, and expose data to your existing dashboards and BI tools.
Successful projects are usually joint initiatives between three functions: QA / Customer Experience (use cases and scoring), Compliance / Legal (policies and risk definitions), and IT / Architecture (platform, security and data governance).
Yes. AI can summarize strengths and areas for improvement per agent or RM, highlight representative calls to use in coaching sessions, and track improvement over time as part of a structured coaching program.
Organizations typically start seeing patterns and insights within a few weeks of data collection. With an active coaching program built on these insights, improvements in conversation quality and reduction of compliance risk are often visible within 3–6 months, depending on scale and volume.
The Vasvox team can help you design Conversation Quality & Behavioral Compliance tailored to your regulatory, technology and operational context.
Schedule a discovery session Send us your project brief