“But it’s very hard for someone to come in after the event and review that conversation without that technology – if it’s a proper conversation that will take two or three times to review it.
“As a result, most organisations are constrained to reviewing a small part of that conversation.”
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He says, for example, identifying the difference in when someone answers confidently or weakly, ‘Yes’,
“You’ve got technology that can take that recorded conversation and analyse not just what was spoken about, such as fees and charges, but can do more subtle things; it can analyse conversations and then do a wider range, not just analyse the things we would want to be covered.”
Melanie Tringham is features editor of Financial Adviser and FTAdviser.com
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