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Compliance and Risk

Many organizations use conversation analytics to reduce risk and support compliance and audit workflows.

Note: Compliance capabilities depend on your deployment, data policies, and enabled features.

Common compliance and risk goals

Teams often want to:

  • identify conversations that may require follow-up or escalation
  • ensure agents follow required disclosures or scripts (where applicable)
  • surface high-risk topics (e.g., cancellations, disputes, threats, regulated language)
  • support audits with consistent evidence and reporting

How Conversation Analytics helps

1) Structured identification of risk signals

AI insights can classify conversations into risk-related categories and make them searchable and reportable.

2) Faster investigation and triage

Dashboards and search filters help compliance teams quickly find:

  • conversations matching specific criteria
  • outliers and spikes in a category

3) Evidence-based review

Explanations can provide context for why a conversation was categorized a certain way, which helps reviewers assess validity quickly.

  • align insight definitions with your policies and legal guidance
  • validate outputs with a representative sample before relying on them operationally
  • ensure appropriate access controls and retention policies in your environment