Speech analytics for insurers and lawyers: compliance and conversion
Checking required wording and forbidden phrases in all recorded calls.
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- Without changing your PBX or number
- Call result in CRM
What does speech analytics give an insurance or legal company?
Speech analytics looks in every recorded call for required wording and forbidden phrases such as guarantees of a result. A call with a violation goes to the risky list, and the consultation summary and result go to CRM, where the path from consultation to contract is visible. The final decision on a violation is made by a specialist from the quote in the call.
What gets in the way
- Required wording is skipped
- Agents promise a guaranteed result
- Consultations do not turn into a contract
What you get
- Automatic search for violations and forbidden phrases
- The consultation summary in the customer card
- Consultation-to-contract conversion by employee
Example: how it looks on a call
An agent sells a policy and promises "they will definitely pay". Leksta highlights the forbidden phrase, marks the call as risky and sends an alert to the head. The head opens the quote and reviews the case with the agent.
- Metrics: Number of violations
- Metrics: Conversion to contract
- Metrics: Share of calls with a next step
FAQ: Insurance and legal
How do I find calls where an agent made a forbidden promise?
Add forbidden phrases to the dictionary, for example "they will definitely pay out" or "we guarantee the result", and turn on an alert. Leksta finds these moments in the transcripts of all calls and sends the manager a Telegram message with the quote. The manager opens that moment and reviews the case with the agent the same day.
How do I check required wording in calls?
Set the required phrases as checklist items: introducing the company, contract terms, warnings. For every call Leksta shows whether the wording was said and attaches a quote as evidence. The manager sees which employees skip required wording more often and removes the risk before a customer complaint.
How are call recordings stored?
The administrator sets how long recordings are kept, employee actions are logged, and personal data in transcripts can be masked. For strict data requirements, Leksta installs on your own servers in a closed network: recordings, transcripts and the AI all stay inside your infrastructure.
Does speech analytics replace a compliance specialist?
Speech analytics strengthens your compliance specialist: it finds suspicious calls among all conversations and shows the quote. The specialist makes the decision about a violation by reading the fragment and replaying the recording if needed. Instead of spot checks, they work with every risky call at once.
See also
- Speech analytics All features and feature status.
- Call quality control Checklist and manager rating.
- Call transcription Transcription and search across calls.
- Contact centers Auto-scoring by the client's checklist, calibration with manual checks and reports for clients.
- Clinics and dental practices Leksta transcribes all administrator calls, shows where patients are lost and sends the result of each call to CRM.
- Pricing Plans with a minute bundle.
We will check it on your company's calls
We will show the transcript, score and summary on your recordings.