As businesses continue to develop their relationship with cloud technologies, so too they can develop the technology that they take advantage of.
Although they are free to discover the advantages of the cloud for themselves, technology providers have a key role in opening businesses’ eyes to the improvements Artificial Intelligence, for example, can provide.
To take Microsoft as an example, their Azure Cognitive Services allow technology providers, such as ASC Technologies, to bring customers the service they need in order to make their business more efficient.
That’s exactly what ASC Technologies has done with their Recording Insights solution for Microsoft Teams. Taking advantage of the cloud services available to them, ASC provides a transcription and reporting solution that allows companies in regulated industries to comply with the rules that apply to them more efficiently.
As Britta Chiaia, Product Manager at ASC Technologies details, ASC uses Vision, Speech and Language APIs from Azure Cognitive Service to allow businesses in financial, legal and public industries to work more efficiently.
“From our perspective, Azure Cognitive Services is all about extracting meaningful information out of video, voice and images,” said Chiaia. “In that way it is a perfect match for our Recording Insights solution.
“Since we’re recording video- and voice conversation calls, we take advantage of Cognitive Services to allow users to classify recordings, extract sentiment, highlight keywords and add notes or translate the transcript in whatever language is required.
“Vision APIs will allow us to detect and identify faces of people and decipher who is speaking when a transcript of the conversation is generated. We extract meaningful information out of the videos itself too, including content and what is displayed”
Spotting infringements
Regulated businesses have multiple rules like Dodd-Frank, HIPAA or MiFID to abide by in their day to day operations. However, in a hybrid setting, making sure that employees are adhering to these regulations is a difficult task.
This is because the traditional way in which regulations are followed involves recording meetings and employing people to go through each recording to make sure the meeting complied with these special regulations. Otherwise, businesses have to fear high penalties and fees.
As Chiaia demonstrates, this approach is wasteful and is something that ASC Technologies solves with it’s Recording Insights solution.
“It is much easier to get results out of recordings now that we are using Cognitive Services. If we think about keyword spotting for example, instead of searching conversations for keywords, those words will be spotted and highlighted in the conversation already.
“We offer the whole package, not just the analytics of the call and video but also in the transcripts after the meeting. Businesses set up reports where all conversations with certain phrases are highlighted, so if a certain privacy statement has to be said in every call, businesses can quickly filter the conversations that do not contain these phrases and focus on them. That comes with a high and fast Return on Investment (ROI) – just because time saving working structures with the use of the AI.”
Automating
The next step will be a solution that would allow businesses to select the regulations that they need to comply with before using their solution in order to save more time and effort to comply with these rules.
According to Chiaia the businesses will be able to select the regulations they have to adhere to and ASC Technologies, thanks for Azure Cognitive Services, will be able to pull up only the recording that may infringe the rules they have to work to, with the rest of the recordings being filed away or deleted depending on how the data should be handled.
“Businesses who have to comply with multiple regulations can get caught up in the different rules that they have to abide by,” said Chiaia. “For example, MiFID-related calls have to be saved for a certain time, but if they don’t apply to this regulation they have to be deleted as soon as possible due to GDPR.
“With that basic example, we would filter by keyword spotting and pattern all MiFID conversations out of the recordings and transcripts the client has. Then we would sort and store those conversations when they need to be stored and delete them when they need to be deleted.
“To sum it up, that isn’t just an improvement regarding the quality management but also in the risk management where users need to minimize business risks”
