Solutions
Private previewConduct & Call QA
Quality-assure every call and email your firm makes. Not 5% sampling. The whole population.
The problem
The cost of running this workflow by hand
What the manual workflow costs in time and risk, and why adding people doesn't solve it.
Quality assurance on adviser, contact-centre, and operations conversations has always meant sampling: pull 5–10% of calls or emails, listen, score, write up. Issues found in the 5% are remediated; issues in the other 95% surface only when a complaint or audit forces it.
Conduct risk and Consumer Duty have shifted the bar. Firms need to demonstrate that they treat customers fairly across the whole population of interactions, not just a sample. Manual QA cannot scale to that demand.
Adding QA headcount creates a different problem: inconsistent scoring across reviewers and reviewer fatigue on routine calls.
How it works
Synthex runs every stage, from intake to approval
Each stage handed off automatically. Approval gates only where human judgement matters.
- 01
Capture every interaction
Calls and emails captured from the contact-centre platform, adviser line, and email systems. Transcribed with speaker identification.
- 02
Score against the firm's framework
Each interaction scored against the firm's QA framework — opening, identification, fact-finding, suitability, vulnerability handling, complaints handling, close, and any firm-specific rules.
- 03
Flag exceptions automatically
Vulnerability indicators, complaint signals, regulatory breach risk, and unusual product mentions surfaced as priority exceptions for human review.
- 04
Route to reviewers
Reviewers see a prioritised queue: flagged exceptions first, sampled-for-validation cases next. Reviewer time is spent on the calls that actually matter.
- 05
Aggregate to dashboards
Compliance and leadership see conduct trends across teams, agents, and product lines — not just sample averages.
Results
Measurable business outcomes
The process before and after Synthex, side by side.
QA coverage
With Synthex
Before
5–10% sample
Drag to compare
Reviewer time per case
With Synthex
Before
Full listen and write-up
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Vulnerability detection
With Synthex
Before
Caught by trained ear, when sampled
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Consumer Duty evidence
With Synthex
Before
Sample-based
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QA coverage
5–10% sample
100% of calls and emails
Reviewer time per case
Full listen and write-up
Focused on flagged sections
Vulnerability detection
Caught by trained ear, when sampled
Flagged on every interaction
Consumer Duty evidence
Sample-based
Population-based
FAQ
Common questions
The questions buyers ask before they book a demo.
Can AI review every client call instead of a sample?
Yes. Synthex quality-assures the whole population of calls and emails rather than a 5-10% sample, scoring each against your conduct and Consumer Duty criteria and surfacing exceptions the same day for a reviewer.
Does a human stay in control of QA outcomes?
Synthex prepares the scoring and flags the exceptions; a named reviewer confirms the findings and decides on action. Every review is logged, so coverage is evidenced rather than asserted.
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Learn moreSee Conduct & Call QA in your firm
We'll tailor the walkthrough to how your firm actually runs.