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16.29 C 156.923 15.867 156.078 15.686 155.113 15.686 C 154.148 15.686 153.364 15.867 152.64 16.29 C 151.916 16.712 151.614 17.255 151.614 18.039 C 151.614 18.643 151.795 19.186 152.217 19.548 C 152.64 19.91 153.062 20.271 153.665 20.452 C 154.208 20.694 154.811 20.875 155.415 20.995 C 156.018 21.116 156.561 21.237 157.044 21.297 C 157.888 21.478 158.733 21.78 159.457 22.081 C 160.241 22.383 160.845 22.745 161.388 23.228 C 161.931 23.71 162.353 24.253 162.655 24.977 C 162.956 25.641 163.137 26.486 163.137 27.451 C 163.137 28.658 162.896 29.623 162.353 30.468 C 161.87 31.312 161.207 31.976 160.422 32.519 C 159.638 33.062 158.733 33.424 157.707 33.665 C 156.682 33.906 155.656 34.027 154.63 34.027 C 152.881 34.027 151.373 33.786 150.045 33.243 C 148.718 32.7 147.572 31.735 146.486 30.287 L 149.502 27.813 C 150.166 28.477 150.89 29.02 151.674 29.563 C 152.459 30.045 153.424 30.347 154.63 30.347 C 155.113 30.347 155.656 30.287 156.139 30.166 C 156.682 30.045 157.104 29.925 157.526 29.683 C 157.949 29.442 158.25 29.201 158.492 28.839 C 158.733 28.477 158.854 28.115 158.854 27.632 C 158.854 27.029 158.673 26.546 158.311 26.184 C 157.949 25.822 157.526 25.52 156.983 25.279 C 156.44 25.038 155.897 24.857 155.354 24.736 C 154.751 24.615 154.268 24.495 153.846 24.374 C 153.002 24.193 152.157 23.952 151.373 23.65 C 150.588 23.409 149.925 23.047 149.321 22.564 C 148.718 22.142 148.235 21.538 147.873 20.875 C 147.511 20.211 147.33 19.367 147.33 18.341 C 147.33 17.255 147.572 16.29 147.994 15.505 C 148.477 14.661 149.08 13.997 149.804 13.454 C 150.588 12.911 151.433 12.549 152.398 12.247 C 153.364 12.006 154.329 11.825 155.294 11.825 C 156.742 11.825 158.069 12.066 159.397 12.609 C 160.724 13.152 161.75 14.057 162.534 15.264 Z M 165.068 0 L 169.05 0 L 169.05 15.747 L 169.11 15.747 C 169.593 14.6 170.498 13.695 171.704 13.032 C 172.971 12.308 174.359 12.006 175.988 12.006 C 177.014 12.006 177.979 12.187 178.884 12.489 C 179.789 12.79 180.633 13.273 181.297 13.937 C 182.021 14.6 182.564 15.445 182.986 16.471 C 183.409 17.496 183.59 18.703 183.59 20.09 L 183.59 33.665 L 179.608 33.665 L 179.608 21.116 C 179.608 20.151 179.487 19.306 179.186 18.582 C 178.944 17.858 178.582 17.315 178.1 16.893 C 177.677 16.471 177.134 16.169 176.591 15.988 C 175.988 15.807 175.385 15.686 174.781 15.686 C 173.937 15.686 173.152 15.807 172.489 16.109 C 171.765 16.35 171.161 16.772 170.618 17.376 C 170.075 17.979 169.653 18.703 169.351 19.548 C 169.05 20.452 168.929 21.478 168.929 22.685 L 168.929 33.544 L 164.947 33.544 Z M 190.045 24.495 C 190.045 25.4 190.226 26.244 190.649 27.029 C 191.071 27.813 191.554 28.416 192.217 28.959 C 192.881 29.502 193.605 29.925 194.51 30.226 C 195.354 30.528 196.259 30.649 197.164 30.649 C 198.431 30.649 199.517 30.347 200.422 29.804 C 201.327 29.201 202.172 28.477 202.956 27.511 L 205.973 29.804 C 203.741 32.7 200.664 34.087 196.621 34.087 C 194.992 34.087 193.484 33.786 192.097 33.243 C 190.769 32.7 189.623 31.916 188.658 30.89 C 187.753 29.925 187.029 28.718 186.486 27.391 C 186.003 26.063 185.701 24.615 185.701 22.986 C 185.701 21.418 186.003 19.97 186.546 18.582 C 187.089 17.255 187.873 16.048 188.839 15.083 C 189.804 14.118 190.95 13.333 192.278 12.73 C 193.605 12.187 195.053 11.885 196.621 11.885 C 198.492 11.885 200.06 12.187 201.327 12.851 C 202.594 13.514 203.68 14.359 204.525 15.385 C 205.37 16.41 205.973 17.617 206.335 18.944 C 206.697 20.271 206.878 21.599 206.878 22.986 L 206.878 24.434 Z M 202.655 21.297 C 202.655 20.392 202.474 19.608 202.232 18.884 C 201.991 18.16 201.629 17.496 201.086 16.953 C 200.603 16.41 199.94 15.988 199.216 15.686 C 198.431 15.385 197.587 15.204 196.561 15.204 C 195.596 15.204 194.691 15.385 193.846 15.747 C 193.002 16.109 192.338 16.591 191.795 17.195 C 191.252 17.798 190.769 18.462 190.468 19.186 C 190.166 19.91 189.985 20.633 189.985 21.357 Z M 213.394 24.495 C 213.394 25.4 213.575 26.244 213.997 27.029 C 214.419 27.813 214.902 28.416 215.566 28.959 C 216.229 29.502 216.953 29.925 217.858 30.226 C 218.703 30.528 219.608 30.649 220.513 30.649 C 221.78 30.649 222.866 30.347 223.771 29.804 C 224.676 29.201 225.52 28.477 226.305 27.511 L 229.321 29.804 C 227.089 32.7 224.012 34.087 219.97 34.087 C 218.341 34.087 216.833 33.786 215.445 33.243 C 214.118 32.7 212.971 31.916 212.006 30.89 C 211.101 29.925 210.377 28.718 209.834 27.391 C 209.351 26.063 209.05 24.615 209.05 22.986 C 209.05 21.418 209.351 19.97 209.894 18.582 C 210.437 17.255 211.222 16.048 212.187 15.083 C 213.152 14.118 214.299 13.333 215.626 12.73 C 216.953 12.187 218.401 11.885 219.97 11.885 C 221.84 11.885 223.409 12.187 224.676 12.851 C 225.943 13.514 227.029 14.359 227.873 15.385 C 228.718 16.41 229.321 17.617 229.683 18.944 C 230.045 20.271 230.226 21.599 230.226 22.986 L 230.226 24.434 Z M 226.003 21.297 C 226.003 20.392 225.822 19.608 225.581 18.884 C 225.339 18.16 224.977 17.496 224.434 16.953 C 223.952 16.41 223.288 15.988 222.564 15.686 C 221.78 15.385 220.935 15.204 219.91 15.204 C 218.944 15.204 218.039 15.385 217.195 15.747 C 216.41 16.109 215.686 16.591 215.143 17.195 C 214.6 17.798 214.118 18.462 213.816 19.186 C 213.514 19.91 213.333 20.633 213.333 21.357 Z M 127.421 12.609 C 127.421 12.609 125.068 12.308 123.801 12.368 C 122.293 12.489 121.75 12.73 120.905 13.152 C 120.362 13.454 119.879 13.876 119.397 14.359 C 118.974 14.842 118.612 15.324 118.311 15.867 L 118.25 15.867 L 118.25 12.609 L 114.268 12.609 L 114.268 33.665 L 118.25 33.665 C 118.25 33.665 118.13 24.977 118.25 22.866 C 118.371 20.754 118.733 18.522 119.819 17.496 C 120.965 16.471 121.448 16.229 122.836 16.048 C 124.103 15.867 125.852 16.048 125.852 16.048 Z M 142.142 30.226 C 141.659 30.287 141.176 30.347 140.694 30.347 C 139.91 30.347 139.367 30.226 138.944 29.925 C 138.522 29.623 138.22 29.261 138.039 28.839 C 137.858 28.356 137.738 27.873 137.677 27.27 C 137.677 26.667 137.617 26.124 137.617 25.52 L 137.617 15.988 L 143.348 15.988 L 143.348 12.549 L 137.617 12.549 L 137.617 6.637 L 133.635 6.637 L 133.635 12.549 L 129.593 12.549 L 128.084 15.988 L 133.635 15.988 L 133.635 26.968 C 133.635 27.813 133.695 28.658 133.756 29.502 C 133.816 30.347 134.057 31.131 134.48 31.795 C 134.902 32.459 135.505 33.062 136.35 33.484 C 137.195 33.906 138.401 34.148 139.91 34.148 C 140.332 34.148 140.935 34.087 141.659 33.967 C 142.443 33.846 143.047 33.665 143.529 33.424 L 143.529 29.804 C 143.107 29.985 142.685 30.166 142.142 30.226 Z M 244.344 30.226 C 243.861 30.287 243.379 30.347 242.896 30.347 C 242.112 30.347 241.569 30.226 241.146 29.925 C 240.724 29.623 240.422 29.261 240.241 28.839 C 240.06 28.356 239.94 27.873 239.879 27.27 C 239.879 26.667 239.819 26.124 239.819 25.52 L 239.819 15.988 L 245.551 15.988 L 245.551 12.549 L 239.819 12.549 L 239.819 6.637 L 235.837 6.637 L 235.837 12.549 L 231.795 12.549 L 230.287 15.988 L 235.837 15.988 L 235.837 26.968 C 235.837 27.813 235.897 28.658 235.958 29.502 C 236.018 30.347 236.259 31.131 236.682 31.795 C 237.104 32.459 237.707 33.062 238.552 33.484 C 239.397 33.906 240.603 34.148 242.112 34.148 C 242.534 34.148 243.137 34.087 243.861 33.967 C 244.646 33.846 245.249 33.665 245.732 33.424 L 245.732 29.804 C 245.249 29.985 244.827 30.166 244.344 30.226 Z M 5.128 20.271 C 5.128 20.271 6.576 18.281 8.446 18.22 C 11.403 18.16 13.756 23.409 14.118 24.193 C 17.376 16.953 22.745 10.799 27.089 6.697 L 0.362 6.697 L 0.362 36.682 C 0.362 38.311 0.121 39.517 0 40 C 1.207 39.819 5.671 39.035 10.256 37.406 C 18.401 34.51 21.538 31.373 21.599 31.373 L 21.78 31.192 L 21.9 31.433 C 21.9 31.433 22.926 33.665 23.952 34.872 C 25.098 36.199 25.701 36.32 26.063 36.259 C 26.546 36.139 26.848 35.354 26.968 34.148 C 27.089 32.941 27.21 30.226 27.21 26.908 L 27.21 9.05 C 19.306 18.703 13.514 33.183 13.514 33.183 C 13.514 33.183 9.713 20.211 5.128 20.271 Z" fill="rgb(14, 41, 71)" height="40.000000362895854px" id="qbj4thgij" width="245.73152243817037px"/></svg>)
Overview
Deliver exceptional customer value without the weight of legal concerns
Stay up to date with increasing and ever changing regulations
Empower agents with AI-driven answer recommendations and access to relevant knowledge base articles, enabling swift and compliant responses to customer queries. This eliminates the agent’s burden of memorizing ever-expanding regulations.
Monitor each call in real-time for compliance violations
Analyze all voice and text-based interactions to identify non-compliant actions, such as harassing statements, raised voices, and other risky behavior that depicts compliance violations. Additionally, automatically tag critical statements, compliant phrases, and objection handling to catch hold of non-compliant behavior.
Avoid hefty non-compliance fines
Implement proactive measures to prevent significant financial penalties by utilizing evidence-based insights on compliance breaches. AI-generated analysis suggests personalized coaching plans for agents, mitigating future compliance issues.
Holistic compliance monitoring
Leverage the power of generative AI technology to assess every call’s compliance with regulatory guidelines such as TCPA, California Consumer Privacy Act (CCPA), Brazilian Data Protection Law (LGPD), and other standards from FTC’s Bureau of Consumer Protection. Based on the analysis, highlight any compliance breaches with explicit evidence, reasoning, and quotes from the conversation, empowering QA managers to promptly address and rectify any compliance breaches, preventing potential penalties and ensuring adherence to regulations.
State-of-the-art redaction
PCI DSS compliance acts as a barrier prohibiting contact centers from gathering payment-related sensitive data like CVV, PIN, and magnetic stripe information. Count on Level AI’s redaction feature to automatically eliminate sensitive PSI/PII details during the conversation while keeping the conversation’s overall context intact. By leveraging Level AI, you can confidently ensure compliance and adherence to regulations.
Agent screen recording
Enhance compliance monitoring by comprehensively reviewing agents’ on-screen behavior through synchronized audio and video recordings. Ensure adherence to internal procedures and compliance practices so you don’t have to rethink compliance again. Additionally, leverage these recordings to expedite dispute resolution, and reduce risk.
Compliance training
The Level AI coaching module allows you to identify instances where agents deviated from processes or breached regulations. Create coaching and educational plans based on these instances to promote agent growth. Moreover, Facilitate agent coaching on ever-expanding regulatory policies like FDCPA, HIPAA, GDPR, and other codes of conduct before any lawsuit knocks on your door!
Resources
