Speech analytics for insurers and lawyers: compliance and conversion
Checking required wording and forbidden phrases in all recorded calls.
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Updated
- 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 and an alert rule. Leksta will find such places in the transcripts of all calls and send a message in Telegram with a quote.
Can I check required wording?
Yes. Required phrases are set as checklist items. For each call you see whether the wording was said, and there is a quote as evidence.
How are call recordings stored?
The administrator sets the recording storage period, employee actions are written to a log, and personal data in transcripts can be masked. For a closed network there is an installation on your servers.
Does analytics replace a compliance lawyer?
No. It finds suspicious calls across all calls, and the decision on a violation is made by a specialist who reads the quote and, if needed, listens to the recording again.
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.