TAL is implementing voice recognition software across all its phone-based sales calls, feeding directly into the insurer’s quality assurance program.

The regtech solution will analyse call recordings to look for matching phrases, statements and keywords that are indicators of risk or poor consumer outcomes. The calls will then be assessed by the quality assurance program.

TAL accelerated its voice analytics work 18 months ago. It was developed in partnership with Deloitte.

Regtech and voice analytics is a high-potential field, TAL says.

Sue Sdregas, TAL’s GM, Operational Risk and Support, Individual Life, says voice analytics is just one element of its application of artificial intelligence throughout the life insurance process.

“We know it is important that customers choose the insurance they want and understand, and this automated quality assurance capability will help us achieve this as well as further strengthen our risk management frameworks,” she says.