Call compliance for regulated industries

Scripted-disclosure verification

Many regulated calls have a disclosure-script requirement: "هذه المكالمة قد تكون مسجلة لأغراض الجودة والتدريب" (this call may be recorded for quality and training purposes); for investment products, risk-disclosure phrases ("هذا منتج استثماري ينطوي على مخاطر فقدان رأس المال"); for outbound telemarketing under TDRA, an opt-out option statement. CallScribe checks the transcript for the configured disclosure phrases and produces a per-call binary outcome plus the timestamp where the disclosure appeared (or the closest-matching candidate phrase if it was paraphrased).

Per-call results aggregate into a daily compliance dashboard: percentage of calls with disclosure present, agents/teams with low disclosure rates, time trends. The output is what compliance teams need to prove to a regulator that disclosure rules are operationally enforced — and where they are not, exactly which calls and which agents are involved.

Mis-selling detection

Mis-selling typically involves making misleading guarantees ("ضمان عائد", "أفضل عائد في السوق"), failing to disclose material risks, applying high-pressure sales tactics, or failing to verify customer suitability. CallScribe ships a configurable mis-selling rule pack covering each pattern, with rules that you customise per product line. Detection produces a flagged-calls queue with confidence scores; compliance officers triage from there.

False-positive management is the operational challenge. A real estate or unit-trust agent who legitimately uses words like "ضمان" in an unrelated context will trigger naive keyword rules. CallScribe's detection uses contextual classifiers tuned on labelled examples from your industry, keeping false-positive rates manageable rather than overwhelming the compliance officer with noise.

KYC and verbal-verification audit

For verbal KYC and customer-verification calls, the regulatory expectation is that specific verification questions are asked, customer answers match prior records, and verification is logged. CallScribe transcribes the verification segment, extracts the answer to each question, and produces an audit trail showing exact timing and phrasing. Cross-referencing the answer against your KYC platform's prior-record data is your platform's job; CallScribe provides the transcript-side evidence.

Retention-window enforcement

DFSA mandates six-year retention for client-order calls; SAMA mandates retention windows ranging from 18 months to 10 years depending on call type; CBUAE consumer-protection rules add further constraints; TDRA expects at least one year for general telco support and longer for disputes. CallScribe enforces per-project retention rules: transcripts auto-delete at the configured age; access logs are kept independent of transcripts; legal-hold flags pause auto-deletion for litigation discovery.

Real-time vs. post-hoc compliance

CallScribe is post-hoc — analytics within minutes of call-end, not in-call. For real-time disclosure prompting (e.g. "the agent must read the risk disclosure within the first 60 seconds; alert if missing"), CallScribe is not the tool — that is a real-time agent-assist tool. Post-hoc compliance covers ~95% of regulatory needs because regulators care about systemic adherence, not per-call real-time intervention.

Working with the second line

Compliance officers, internal audit, and (for some firms) the regulator themselves need access to specific historical calls. CallScribe's search interface lets a compliance officer find "all calls in May where disclosure was missing for product X" in seconds. Export outputs a redacted transcript bundle suitable for sharing with internal audit or regulator inquiries. The privileged-user access log is exportable as evidence that access was controlled.