Overview
An Australian consumer finance company partnered with Arinco to transform its manual and time-intensive call audit process using Microsoft’s Azure AI services for content understanding. By turning thousands of customer calls into actionable insights, the organisation improved compliance accuracy from 10% to nearly 100%, while maintaining a strong focus on ethical, customer-centric engagement.
Business challenge
The financial organisation manages thousands of customer interactions every day across phone calls, emails and messages. With trust, transparency and compliance central to its operations, it needed to ensure every interaction met strict regulatory and ethical standards.
However, its manual call audit process could only review a small portion of total conversations, limiting visibility into compliance performance. As volumes increased, it became increasingly difficult to monitor interactions consistently, identify trends or generate meaningful insights.
The process required significant time and resources yet still left gaps in oversight. The organisation wanted to enhance its approach by automating call analysis, enabling auditors to focus on higher-value activities such as coaching and evaluation, while maintaining the importance of human judgement.
Solution
The organisation engaged Arinco to reimagine its call audit process and explore how AI could strengthen compliance while maintaining a human-centric approach.
Arinco worked closely with internal data and compliance teams through a series of discovery and strategy workshops. These sessions helped map current processes, define compliance and quality assurance goals, and identify opportunities where AI could deliver the greatest value.
Arinco identified a combination of Azure AI services for content understanding as the most suitable platform and worked in partnership with Microsoft to evaluate capabilities, assess costs and align the solution to the organisation’s specific requirements.
Arinco then designed, configured and deployed a solution that automatically transcribes calls, summarises conversations, analyses sentiment and extracts key compliance and action items. This replaced time-intensive manual auditing with a consistent and scalable process, improving accuracy and visibility.
Built on Microsoft Azure’s secure and scalable infrastructure, the solution integrated seamlessly into existing operations, reducing repetitive workloads and enabling auditors to focus on coaching, quality improvement and customer outcomes.
Outcomes
The AI solution delivered measurable improvements across compliance, productivity and customer experience, enabling the organisation to turn everyday interactions into a source of continuous improvement.
Key outcomes include:
- Increased compliance coverage: Automated call analysis enabled monitoring of nearly all customer conversations, improving audit coverage from 10% to almost 100% and strengthening adherence to regulatory and ethical standards.
- Enhanced auditor productivity and insights: AI-driven transcription, summarisation and sentiment analysis reduced manual effort and allowed auditors to focus on coaching and evaluation. By automating repetitive tasks, the solution empowered auditors to connect more effectively with customers, support staff development and enhance the overall customer experience.
- Improved customer experience: Enabled more consistent, empathetic and high-quality interactions by shifting focus from manual auditing to meaningful engagement and staff development.
- Data-driven decision-making: Access to detailed insights from every customer call enables the organisation to identify emerging compliance trends, pinpoint training needs and continuously improve service quality.
- Scalable, future-ready solution: Built on Microsoft Azure, the solution easily handled large call volumes and created a foundation to extend AI-driven insights to other channels, including emails, chat and digital messaging.
What's next?
Building on the success of the call audit solution, the organisation is extending AI-driven insights across additional customer communication channels, including email, live chat and digital messaging. Arinco continues to support this evolution, helping scale the solution and embed best practices to maintain strong compliance and customer outcomes.
