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Demand for AI compliance solutions is on the rise—and the push is coming all the way from the top. According to a Boston Consulting Group, “while less AI-capable companies focus on getting the basics right, leaders are more concerned with ensuring security and compliance.” In its report, “Where’s the Value in AI?”, BCG shared that nearly half (46%) of its survey respondents cited security and compliance as a top challenge for AI to address.
It’s easy to see why: compliance is complex and costly. As much as 25% of business revenue on average is spent on compliance costs, according to multiple sources. And traditional compliance methods, such as manual call auditing, aren’t nearly as accurate or reliable as their newer AI-enabled counterparts. For CIOs and tech decision-makers, there’s no question: compliance needs AI. Choosing the right AI compliance solution, however, is another matter. Enterprise leaders must balance their current needs—and limitations—with future needs and developments, including evolving compliance regulations.
When evaluating AI compliance vendors, enterprises must consider their ability to deliver:
Secure, reliable and easily available cloud storage
This should be priority no. 1 as cloud adoption becomes the de facto norm for enterprises globally. Compliance data—which includes call recordings, emails, message threads and other conversational records—often contains highly sensitive customer information. The right AI compliance solution should include robust data security protocols while allowing authorized users to easily and reliably access the data they need. For example, Uniphore’s enterprise communication recording solution, U-Capture, protects cloud-based conversational data using multiple security protocols. These include advanced authorization and authentication (via Auth0 by Okta), tenant data isolation, data management, security and encryption (via Kubernetes clusters) and built-in incident monitoring and response tools.
Retention policy adherence
Different industries—and even different businesses within those industries—have different data retention policies they must follow to remain compliant. For example, the Electronic Funds Transfer Act requires remittance transfer providers to retain documentation, including documentation related to error investigations, for a minimum of two years. Similarly, the Bank Secrecy Act requires financial institutions to maintain copies of certain records for five years. An effective AI compliance solution enables organizations to automatically hold and purge records based on their respective retention policies—and to adjust timelines if policies change.
Strong access control
In addition to robust data security measures, AI compliance solutions should include strong access controls to ensure the right users have access to the information they need when they need it. The reason is twofold: robust access controls minimize the risk of sharing sensitive information internally; they also guarantee authorized users can act in a timely manner if a compliance issue emerges.
Robust audit trail
When enterprises conduct an audit, they must be able to access all relevant documentation and see how it all relates to a given case. A robust audit trail should include all data sources (call recordings, emails, etc.) and any actions performed on the system. This end-to-end visibility is crucial for compliance enforcement and dispute resolution processes. Advanced compliance solutions that use AI not only locate and track relevant records but also show their relationship to each other for a more detailed—and actionable—audit picture.
Residency-based export and storage
For global organizations, data residency requirements add another layer of complexity to compliance efforts. These rules stipulate how companies that operate in multiple countries and regions can store and export personal data through the cloud. For example, businesses that process personal data for individuals in the European Union must adhere to General Data Protection Regulation (GDPR) residency rules—whether the business is based in the EU or not. Here, AI-enabled compliance solutions can help enterprises comply with varying residency requirements—and adapt quickly to changes in data residency rules.
Highly available recording capture
One of the biggest barriers to using AI for compliance is the unavailability of AI-ready recording data. Since most legacy call recording systems were developed solely for audio playback, they typically produce low-quality, unstructured “raw” data files that are incompatible with modern AI engines. That leaves a gaping hole in the compliance picture. Fortunately, advanced AI platforms are correcting this critical shortcoming with built-in call capture capabilities. For example, Uniphore’s enterprise communication recording solution, U-Capture, adds a compliance capture layer to its multimodal AI and data platform. This capability enables enterprises to capture and convert raw call recording files into usable, AI-ready data for compliance programs and more.
Enterprises need to get compliance capture right—right now
As the rules and regulations governing compliance continue to evolve, it is critical that enterprises lock down a compliance capture solution that not only solves today’s most pressing concerns but also affords the flexibility to meet tomorrow’s yet-unseen challenges. An enterprise-grade call recording compliance solution, U-Capture helps enterprises comply with regulations such as MiFID II, PCI DSS, GDPR and more through granular policy-based recording and retention tools. It provides robust filtering capabilities that allows authorized users to filter to the conversations needed, lock conversations to restrict access and help meet today’s compliance regulations.
On the auditing side, U-Capture’s built-in audit capabilities provide comprehensive reporting on all system activities, helping enterprises ensure they know exactly who accessed the system, the data managed by the system, the actions taken and the changes made to the system. This information is vital for organizations to maintain their compliance program. The solution’s Access Control Policy further strengthens security measures by administering authorizations to give specific users or groups access to other users, groups, and/or calls. Together, these features and capabilities form a total compliance package that not only meets current compliance needs but also future-proofs enterprises from what’s yet to come.
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