A Singapore securities firm with 50 agents deployed Instadesk’s AI quality inspection to automate call monitoring.Previously,QA staff spent 40 hours weekly manually listening to 2%of calls(200 out of 10,000 monthly).After deployment,AI analyzed 100%of calls,flagging compliance violations and coaching opportunities.QA time dropped by 80%,compliance violations fell by 60%,and the firm passed an MAS audit with zero findings.This case study details the transformation.
Customer Background and Pain Points
The firm was required to monitor calls for compliance with MAS(Monetary Authority of Singapore)regulations.Manual QA staff listened to a sample of calls–only 2%of 10,000 monthly calls(200 calls).QA staff spent 40 hours weekly on this sampling.Many compliance violations(missing disclosures,prohibited phrases)were missed because 98%of calls were never reviewed.The firm had been cited in a previous audit for missed disclosures.They needed a solution to monitor 100%of calls efficiently and accurately.
The Solution:AI Quality Inspection
The firm deployed Instadesk’s AI quality inspection platform.Key features:
•100%call transcription and analysis–every call reviewed,not just a sample.
•Preconfigured MAS rule sets(prohibited phrases like“guaranteed return”,required disclosures like“past performance does not guarantee future results”).
•Automated scoring on compliance and resolution.
•Realtime s for live calls–supervisors could intervene immediately.
•Auditready reports for MAS inspections.
Implementation and Results
Deployment took 2 weeks using Instadesk’s finance template.After 3 months:
•QA time dropped from 40 hours to 8 hours weekly(80%reduction).QA staff focused only on flagged calls.
•Compliance violations dropped by 60%(from 50 to 20 per month).
•The firm passed an MAS audit with zero findings–the first time in 3 years.
•QA staff were redeployed to coaching,improving agent performance.
•The firm saved SGD 50,000 annually in QA labor costs.
Key Lessons for Securities Firms
•AI inspection provides 100%coverage,catching violations that manual sampling misses.In the first month,AI flagged 120 missing disclosures that manual review had never caught.
•Realtime s enable immediate coaching–supervisors corrected agents during the call,preventing violations.
•Auditready reports simplify regulatory compliance–reports that took 2 days to compile now take 2 minutes.
How Instadesk Improves Efficiency
Instadesk’s platform automates call analysis,reducing QA time by up to 80%.Payasyougo perminute pricing has no perseat minimum.A free trial with 500 minutes is available.
Conclusion
For securities firms,AI quality inspection improves efficiency and compliance.Instadesk offers a costeffective solution.Start with a free trial.
