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Communication Inspector

Audit 100% of your conversations in your own cloud

Unify, analyse, and evaluate every client interaction across calls, chats, and emails to turn communication into your most valuable data source.
Customer communication is often an organisation's largest data source and its least analysed.
Communication Inspector is a secure, end-to-end AI pipeline that transcribes, analyses, and evaluates every client interaction in one place. It replaces manual, inconsistent sampling which often covers less than 2% of total volume with a continuous, compliance-ready oversight system deployed directly in your environment.
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The solution establishes a unified "Silver layer" within Data Lakehouse by aggregating raw data from call recordings, emails, and CRM notes. Through setting up targeted LLM-driven questions, the platform can automatically identify potential issues either in real-time or during later review. This process ensures compliance with regulatory standards and also reveals hidden sales opportunities.

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For compliance officers

Replace manual call sampling with continuous oversight to detect misselling or MIFID violations before regulators do

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For CRM and marketing directors

Discover sales leads and life events (like home purchases or family changes) to create targeted audiences for campaigns.

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For operations managers

Automate the supervision and quality control of representatives to enhance service quality across sales, collections, and support.

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For data scientists

Leverage a governed framework with fine-grained access control and full auditability within the Databricks Lakehouse platform.

How it works

The implementation of Communication Inspector is a structured process that typically takes between 3 to 6 months.

It begins with the ingestion of data into your Databricks workspace, followed by a collaborative phase to define the specific AI prompts and business questions that will drive the inspection.

The final stages include the customisation of automated dashboards, the setup of basic monitoring tools like Genie, and comprehensive training to enable your team to manage the system independently.

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End-to-End Security

Full supply chain transparency, advanced hardware protection, and trusted execution technologies.

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Energy Efficiency

Reduced power consumption per workload with eco-conscious infrastructure design and smart VM scheduling.

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Easy Expansion and Automation

Modular, composable hardware with API-driven orchestration for seamless scalability.

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Easy Deployment

An already validated reference architecture and a SPOC for hardware-software integration and support.

The power of Communication Inspector

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100% risk oversight

 Move from 2% manual sampling to 100% automated supervision, ensuring no regulatory violations go undetected. 

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Multi-channel pipeline
A single engine that processes audio files, chats, and emails using Whisper-v3 and open-source models for transcription.
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Explainable AI audits

 Every AI decision is fully traceable, linking back to the original transcript and the specific question used for the audit. 

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EU sovereignty

 Built and operated in the EU with full GDPR compliance, allowing you to leverage Mistral-ready infrastructure in your cloud. 

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Cost transparency

 Gain full visibility into processing costs broken down by speech-to-text, AI questions, and specific departments.  

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Revenue discovery

 Identify cross-sell and up-sell opportunities from scattered conversations that would otherwise remain unreviewed. 

Proven impact with global institutions 

Communication Inspector is trusted by major European and international financial institutions. A major banking group in the EU uses the solution to detect cross-sell insights from client emails and chats, integrating these into their marketing automation tools.

In the Philippines, a major FS player handling 30 million calls annually automated their quality control, increasing supervision from 2% to 100% of calls while providing agents with holistic feedback for improvement. By using AI-assisted judges, organisations like FactSet have seen accuracy in natural language queries increase from 59% to 85%.

A smarter and safer way to scale GenAI 

Every organisation has its own constraints, whether regulatory, operational, or financial. Communication Inspector gives you the freedom to innovate within those boundaries without sacrificing speed, security, or control. It ensures your data never leaves your infrastructure by running entirely inside your own Azure, AWS, or Databricks tenant, allowing you to maintain full IP ownership of the solution.

FAQ

 Manual QA typically covers less than 2% of total call volume, meaning MIFID violations or compliance risks often go undetected until a formal regulator audit occurs. 

The pipeline uses LLMs to automatically fix typos and correct specific jargon words during the transcription process to ensure high-quality analysis. 

 Yes. For instance, in one implementation, the AI successfully supervised millions of calls in "Taglish" (a mix of Tagalog and English) for a large-scale collections centre. 

 The package includes data ingestion support, prompt definition, report customisation, monitoring setup, and full team enablement.

 The pipeline evaluates every communication and stores the results and logs into a dedicated Feature Store for consumption by dashboards or other business apps. 

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