Case Study: Large International Banking Group achieves 100% investor-call monitoring and 50% reduction in compliance auditing with Uniphore U-Analyze

International Banking Group Automates Compliance and Gains Insight Into Every Investor Conversation

Large International Banking Group, a global bank serving more than 60 countries with two wealth management centers in Asia handling roughly 18,000 investor calls a day, faced a major compliance challenge: its 50-person product control and compliance team could manually audit fewer than 5% of calls to ensure order-taking disclosures and regulatory adherence. To scale monitoring without growing headcount, the bank selected Uniphore’s Conversational Service Automation platform, using U-Analyze for interaction analytics, quality monitoring, and compliance workflow automation.

Uniphore automated identification of order-taking interactions, disclosure scoring, and searchable voice analytics so the bank now automatically monitors and scores 100% of investor conversations; auditors can find the correct recording in 15 minutes or less, compliance auditing effort dropped by about 50%, the complaint-investigation backlog was eliminated, and agent compliance scores improved. With Uniphore the bank also unlocked voice-of-customer insights to reduce churn, boost sales effectiveness, and turn unstructured call data into measurable business impact.