The Technology Behind AI Call Monitoring

Understanding how speech-to-text and sentiment analysis work helps CFOs and compliance officers evaluate AI platforms. But transcription and sentiment alone aren't enough for regulatory compliance.

Regulativ combines speech-to-text, sentiment analysis, regulatory rule engines, policy compliance, and questionnaire-based validation—all while protecting customer PII through intelligent data masking.

Beyond Basic Speech-to-Text: The Regulativ Advantage

Most AI call monitoring platforms stop at transcription and sentiment analysis. Regulativ goes four layers deeper:

Capability	Basic AI Platforms	Regulativ Platform
Speech-to-Text	✅ 95% accuracy	✅ 98%+ accuracy
Sentiment Analysis	✅ Basic emotion detection	✅ Advanced sentiment + context
Regulatory Rule Engine	❌ Not included	✅ FCA, MiFID II, SM&CR, Consumer Duty
Policy Compliance	❌ Manual setup required	✅ Custom policy enforcement engine
Questionnaire Validation	❌ Not available	✅ Automated script adherence checks
PII Protection	⚠️ Full transcript sent to LLM	✅ Intelligent data masking

The PII Protection Challenge: Why Most AI Solutions Fail Compliance

Here's the problem with basic AI call monitoring: they send the entire transcript to large language models (LLMs) for analysis. This creates massive GDPR and data protection risks.

The Risk: Customer names, addresses, account numbers, card details, national insurance numbers, and medical information all get transmitted to third-party AI services.

The Regulativ Solution: Intelligent data masking and selective information extraction before LLM analysis.

The Four-Layer Compliance Scoring System

Regulativ doesn't just analyze sentiment—we score calls across four critical compliance dimensions:

1. Regulation-Based Compliance (FCA, MiFID II, SM&CR)

• Mandatory risk disclosures verified
• Suitability assessments confirmed
• Treating Customers Fairly (TCF) principles monitored
• Consumer Duty good outcomes validated
• SM&CR individual accountability tracked

2. Policy-Based Compliance (Internal Procedures)

• Custom organizational policies enforced
• Sales process adherence monitored
• Escalation procedures verified
• Authorization requirements checked
• Product-specific rules validated

3. Questionnaire-Based Compliance (Script Adherence)

• Mandatory questions confirmed asked
• Required information collected
• Script sequence adherence tracked
• Customer responses documented
• Completeness of fact-finding validated

4. AI Technology (STT + Sentiment Analysis)

• 98%+ transcription accuracy
• Speaker diarization (agent vs customer)
• Real-time sentiment and emotion detection
• Vulnerable customer indicators identified
• Comprehension and confusion signals detected

Composite Compliance Scoring: The Complete Picture

Regulativ generates a comprehensive compliance score by combining all four layers:

Scoring Component	Weight	What It Measures
Regulatory Compliance	40%	FCA, MiFID II, SM&CR adherence
Policy Compliance	25%	Internal procedure adherence
Script/Questionnaire	20%	Required questions and information
AI Technology Analysis	15%	Sentiment, tone, vulnerability indicators

Result: A single compliance score that reflects true regulatory, policy, and procedural adherence—not just sentiment analysis.

Real-World Impact: Why This Matters

A major UK bank implemented Regulativ's four-layer compliance scoring system:

Core Technologies: How Regulativ Works

Advanced Speech Recognition

• Multi-dialect support (UK, US, Australian, Indian English)
• Accent-agnostic transcription models
• Background noise filtering
• Real-time and batch processing modes
• Speaker diarization (who said what)

Natural Language Processing (NLP)

• Context-aware phrase detection
• Regulatory language recognition
• Intent classification
• Entity extraction (products, accounts, amounts)
• Conversation flow analysis

Sentiment & Emotion Detection

• Multi-dimensional sentiment analysis
• Frustration and anger detection
• Confusion and comprehension indicators
• Vulnerable customer signals
• Agent stress and tone monitoring

Continuous Machine Learning

• Models improve with every analyzed call
• Regulatory rule updates automatically applied
• False positive reduction over time
• Custom vocabulary learning
• Industry-specific terminology adaptation

Why Regulativ Outperforms Basic AI Platforms

1. Comprehensive Compliance Coverage: Regulatory + Policy + Script + AI analysis (not just sentiment)

2. PII Protection Built-In: Intelligent masking prevents data breaches and GDPR violations

3. Financial Services Expertise: Pre-configured for FCA, MiFID II, SM&CR, Consumer Duty

4. Actionable Insights: Specific violation details, not just sentiment scores

5. Audit-Ready Documentation: Complete evidence trail for regulatory examinations

The Bottom Line: Technology That Actually Protects You

Speech-to-text and sentiment analysis are just the starting point. True compliance monitoring requires:

• ✅ Regulatory rule engines that understand FCA requirements
• ✅ Policy enforcement that validates internal procedures
• ✅ Script adherence checking that confirms required questions
• ✅ PII protection that prevents data breaches
• ✅ Composite scoring that reflects true compliance risk

Regulativ delivers all five—at human-level comprehension, machine speed, and 100% call coverage.