AI-Powered Compliance Recording for the Unified Enterprise

AI-Boosted Insights: The Benefits of CARIN QAi’s Intelligent Recording

CARIN QAi is engineered to transform raw communication data into actionable intelligence, dramatically reducing manual effort while enhancing compliance integrity and customer experience.

Precision Transcription with ASR

Transcription is the foundational layer of intelligence for CARIN QAi. Using cutting-edge Automatic Speech Recognition (ASR) technology, CARIN automatically converts every syllable of call audio into precise, auditable written text. For Quality Assurance and Compliance teams, this fundamental step unlocks a wealth of possibilities with recorded data:

• Enabling Deep Content Analysis:The transformation of audio into text allows for immediate, precise keyword searching and advanced content filtering. QA supervisors can instantly locate critical regulatory phrases, mandatory disclosures, or specific customer requests across millions of calls, drastically cutting down manual review time.
• Facilitating Multilingual QA: CARIN supports automatic language detection for over 50 languages, ensuring that global QA teams can process and analyze compliance-critical interactions regardless of the language spoken.
• Superior Accuracy via Customization: The ASR engine can be fine-tuned and trained to accurately recognize and transcribe industry-specific terminology, unique product names, and domain-specific language patterns, ensuring that the integrity of the QA process is maintained even with specialized jargon.
• The Engine for All AI Insights: Transcription serves as the core input for all downstream AI functions, including Sentiment Analysis, Summarization, and Prompt-Based Evaluation, making complex, automated QA possible.

Real-Time Translation

The Translation feature dramatically expands the reach and effectiveness of your Quality Assurance and compliance programs. By converting transcribed call text across numerous languages, CARIN QAi eliminates language as a barrier to insight and integrity. This capability is critical for multinational organizations and multilingual contact centers, allowing QA managers to apply a single, rigorous evaluation standard globally. Translation opens up vast new possibilities with your recorded data: it enables centralized review of international operations, ensures consistent risk monitoring regardless of regional language, and empowers compliance teams to fully understand every customer interaction. CARIN's translation capabilities are currently supporting up to 101 languages. This ensures you can confidently serve and audit a diverse global customer base with unparalleled ease.

Deep Sentiment Analysis

Sentiment Analysis offers Quality Assurance and compliance teams an objective, scalable method for evaluating the human element of every interaction. CARIN QAi provides a deeper, automated understanding of customer sentiment and agent performance by analyzing conversations based on both the transcribed text and critical audio cues (such as tone, pace, and volume). The feature enables quality reviewers and supervisors to rapidly filter call data, prioritizing interactions that demonstrate high risk, potential customer churn, or opportunities for improvement. The result is highly targeted agent coaching efforts, reduced risk exposure, and a demonstrable enhancement of the overall customer experience.

Summarization

Summary generation is a major accelerator for Quality Assurance and compliance review. Leveraging a powerful language model, CARIN generates automatic, context-aware summaries of the main points discussed during a call. This instant overview eliminates the need to listen to entire recordings, allowing teams to quickly identify key outcomes, topics, and commitments made during the interaction. This functionality is crucial for busy supervisors, auditors, and compliance teams, allowing for rapid understanding and prioritization of call data for quality assurance and compliance reviews.

Prompt-Based Evaluation

Prompt-Based Evaluation represents a significant leap forward in automated quality assurance. This feature allows users to automate key evaluation, classification, and scoring tasks using highly customizable, contextual prompts. Users define custom prompts that are appended to the call transcription, enabling the AI to perform high-accuracy analysis. This functionality allows for bespoke compliance and QA workflows, eliminating the need for manual checks. It is ideal for instantly verifying critical compliance steps, such as confirming if a required legal disclaimer was read, or if a specific regulatory question was asked and answered correctly. This provides compliance and QA teams with immediate, verifiable data for every interaction.

Proactive Anomaly Detection

This proactive detection capability helps QA teams and risk managers maintain optimal call quality, uncover potential fraudulent activity, and ensure the complete, auditable preservation of every interaction. Accuracy of detection can be significantly improved by submitting audio samples of specific anomalies for model training.

Key Anomalies Detected for Risk and QA:

• Communication Anomalies: Flags high-risk behavioral patterns such as overlapping speech (indicating potential conflict or interruption), long periods of silence or unexpected hold times (indicating potential manual error or non-compliant delay), and unusual or angry speech patterns.
• Recording Integrity Anomalies: Identifies technical issues that jeopardize compliance and audit readiness, including instances where one of the parties cannot be heard (recording failure), line blurring or severe audio degradation, and other technical issues that affect the forensic quality of the record.