CallGuard AI listens to every call your team takes (desk phone, dialer or recorded file), scores against your scorecard, and flags critical compliance breaches before the call ends. Built for FCA-regulated advice firms, contact centres, BPOs, collections and outbound sales teams that can't keep up with 5% sample QA reviews.
Most compliance teams sample 5 to 10% of calls manually. Each file takes a senior reviewer 60 to 90 minutes. Variation between reviewers is meaningful. And regulators (post-Consumer Duty in financial services, under PECR and the TPS regime in outbound) expect systematic evidence, not a sampled spot-check three months after the recommendation went out.
CallGuard AI sits alongside your existing telephony or recording infrastructure. Whether your team uses a desk dialer, a compliance recorder, Microsoft Teams, or simply uploads recorded advice files, audio flows in, gets scored against your company's scorecard, and surfaces in a dashboard your compliance director actually wants to open.
Drag-and-drop, REST API (including pushing a recording URL), a native CloudTalk webhook that pulls and scores calls automatically, or live WebSocket streaming from Twilio, AWS Connect, or any dialer that can stream over our generic WebSocket protocol. Encrypted at rest with AES-256-GCM.
Best-in-class speech recognition produces a live transcript with speaker separation. Claude scores against your company's scorecard, factoring in your knowledge base, prior compliance corrections, and exemplar calls. Mid-call breach detection runs every 30 seconds on the rolling transcript.
Pass / fail per criterion, weighted overall score, exact quote evidence, an agent-specific coaching brief. Critical breaches fire instantly to email and Slack, and stream via HMAC-signed webhooks straight into your own CRM, dialer or agent desktop.
Most QA tools wait until a call is over. CallGuard AI streams audio live from your dialer or compliance recorder, transcribes in real time, and flags critical compliance breaches mid-call, before the rep finishes the pitch. One WebSocket protocol covers desk phones, soft-phones and video meeting tools.
First-class adapters for Twilio Media Streams and AWS Connect Voice Streams. Other dialers can connect via our generic WebSocket protocol.
Any modern browser can stream audio over the same WebSocket protocol. Useful for soft-phone agent desktops, embedded customer-facing forms, and reference clients you can drop into your own web app without writing the streaming layer.
HMAC-SHA256 signed POST to your endpoint within 30 seconds of detection. Retry with exponential backoff. Full audit log of every delivery attempt visible in your dashboard.
Live scoring only emits a breach when the AI is >75% confident the criterion has clearly already failed, not "might be" or "could happen." Designed to avoid alert fatigue from day one.
The streaming protocol takes a verbal-yes consent.captured event before scoring proceeds. Consent timestamps and excerpts are stored with the call and surfaced in the dashboard, giving you the GDPR Article 6 evidence trail without writing your own logic.
Generic AI scoring is wallpaper. CallGuard AI calibrates to your company's interpretation of "suitable," "fair value" and "good outcome" using your team's own corrections, exemplars and coaching history. After 50 to 100 corrections the AI scores like your senior compliance reviewer, not a baseline that drifts.
Your compliance officer corrects the AI on borderline calls. Each correction becomes a few-shot example feeding the next batch of scoring. The AI learns "your fail" vs "industry fail" automatically.
Mark gold-standard calls. The AI uses them as the reference bar when scoring future calls, so your company's "good" defines the AI's "good," not someone else's.
A weekly strategic brief: what changed this week, the patterns worth attention, and 3 to 4 specific actions a compliance director will actually take. Written by Claude, not boilerplate.
Coaching builds on what was said to that agent last week. If they've improved on the flagged area, the AI acknowledges it. If they haven't, it escalates the language. Personalised, not template.
For sales teams whose products mean working through a fixed set of provider or lender questions, Data Forms reconciles what the customer told your rep against what was submitted on their behalf on the insurer's application. It catches a non-disclosure gap while the paperwork can still be corrected, not after a claim gets declined.
Every answer on the insurer's submitted application PDF is parsed and lined up against the question it belongs to, no manual re-keying.
Each submitted answer is checked against what the customer actually said on the call, and any answer that doesn't match what was recorded is flagged.
Where the insurer's own audit trail shows an answer was changed after submission, Data Forms classifies the amendment rather than just flagging a difference, so a benign correction doesn't get treated the same as one that needs a look.
Data Forms learns the layout of each insurer's application form the first time it sees one, then reuses that parse profile on every submission that follows.
If an insurer changes their form, Data Forms detects the change rather than silently mis-parsing it. For an insurer it hasn't seen before, it falls back to model-based extraction, so reconciliation still runs on day one.
CallGuard AI is built for any regulated voice conversation, from FCA-regulated advice calls to inbound customer support, debt collections and outbound telesales. The compliance pain is the same; the scorecard differs.
Score every advice call against COBS 9.2 suitability, FG21/1 vulnerable client indicators, charges + Consumer Duty fair-value tests, and DB-transfer specialist-pathway gates. Compliance evidence the regulator actually expects.
Score every mortgage advice conversation against MCOB: scope of service, fee and procuration-fee disclosure, repayment-method rationale, payment shock at the end of the initial rate, and affordability tested at a higher rate. Screen-share appointments score the same as dialer calls.
100% QA coverage replaces a 5% sample. Multi-tenant client portals for BPOs running multiple programmes. Mid-call breach detection catches urgency-language and consent failures before the customer hangs up.
CONC, Ofcom and mini-Miranda rules scored on 100% of collections calls. Live breach alerts before the call ends, a full audit trail for the regulator, and vulnerability handling screened on every conversation.
PECR consent capture, TPS list checks, no-pressure-language rules and Consumer Duty fair-value tests scored on every connected call. Catch the breach before the ICO does, with mid-call alerts on the calls that matter.
AI call quality assurance uses speech recognition and large language models to transcribe and score every call your team takes against your scorecard, instead of a manual 5% sample done in spreadsheets. For contact centres and regulated businesses it means 100% coverage rather than statistical guesswork, breach detection in seconds rather than weeks, and systematic compliance evidence rather than anecdotes.
Each call is transcribed with speaker separation, then Claude scores it against your scorecard one criterion at a time. Every verdict is backed by a direct quote from the transcript so you can see why the AI passed or failed an item. Your knowledge base, prior compliance corrections and exemplar calls all feed into the prompt so the AI calibrates to your company's interpretation rather than a generic baseline.
Yes. There are first-class adapters for Twilio Media Streams and AWS Connect Voice Streams. Other dialers can connect via our generic WebSocket protocol. You can also drag-and-drop recordings or push calls in via our REST API.
Yes. Mint an API key in the dashboard, push calls in with a POST, then pull the result back per call. The result includes the score percentage, pass/fail per criterion, evidence quotes, breach list and the coaching draft. Render it however you want. Live streaming sessions also fire HMAC-signed webhooks on breach + scored events to your own CRM or agent desktop.
Yes. CallGuard AI scores against your firm's own scorecard, which can encode COBS 9.2 suitability, FG21/1 vulnerable client indicators, charges and fair-value tests, and the four Consumer Duty outcomes (products and services, price and value, consumer understanding, consumer support). Every verdict is evidenced by a transcript quote, which is the audit trail the FCA expects.
All audio is encrypted at rest with AES-256-GCM. Transport is TLS 1.2+. Access to the dashboard is JWT-authenticated with role-based access control. Data is hosted in the UK. A UK GDPR Article 28 Data Processing Agreement is available, and we publish our sub-processor list publicly so you know exactly who handles your data.
Onboard at 9am and have 100 calls scored before lunch. Each call is transcribed and scored in under a minute. There is no 90-day pilot, no solution architects, and no integration project. Upload an existing scorecard CSV, drop in any QA manuals or product cheatsheets to the knowledge base, and start scoring.
Pricing starts from £199 per seat, per month, with volume discounts as your team grows and no multi-year minimum. The AI learning, exemplar library and coaching memory are included on Growth and Pro plans. Full details on the pricing page, or get an exact quote by emailing hello@callguardai.co.uk.
Beyond breach detection: a real-time AI coach that whispers context-aware nudges to the rep mid-call, things like "ask about capacity for loss now," "soften the close," "screen for vulnerability," via earpiece, on-screen prompt or haptic pulse. Personalised to each rep using your company's prior coaching memory.
For doorstep and in-person field sales, a native iOS / Android mobile capture layer is on the roadmap, scoped against the first design partner. The streaming protocol is already live; the SDK gets built to fit a real customer's dialer and CRM rather than speculatively.
Talk to us about a design-partner pilot →No 90-day pilot. No solution architects. No integration project. 15 minutes with a real engineer (not a BDR) and you'll see CallGuard AI scoring real conversations against your scorecard. Bring 5 sample recordings; we'll demo on your data, not ours.
