Challenge:

In order to reduce risk exposure, a global U.S. bank wanted to identify in real-time potential violations of CFPB rules in contact center calls, before complaints are filed by customers.

No framework existed to monitor adherence to CFPB rules at runtime and at scale.

Business owners lacked visibility into volume of potential violations before they happened. This situation exposed the firm to significant compliance and reputational risks.

Manual review of complaints filed with the CFPB was costly, slow, and unscalable.

Solution:

The bank partnered with Palqee to deploy Prisma, our patented high-precision policy & controls adherence monitoring layer designed for regulated industries.

Prisma was setup to monitor contact center calls in real-time to verify potential violations and adherence to CFPB rules.

The goal was to deliver full monitoring coverage of customer calls to identify problems before they became a formal complaint to CFPB.

Approach:

1. Prisma was setup to receive real-time transcription of calls, cross-checking all CFPB rules across 100% of calls.

2. A custom dashboard was created by the bank's own team following their reporting requirements, using the Prisma SDK.

3. Autonomously leveraged human-in-the-loop (HITL) feedback to clarify ambiguity and learn company-specific preferences.

3. Provided full visibility into violations per product and explained which CFPB rule was violated, when and how.

4. Applied its patented architecture to request human feedback only when necessary, massively scaling coverage.

Results:

Prisma delivered 100% coverage of contact center calls at runtime, for all CFPB rules, compared to traditional human review of only 5% of complaints after they have been filed, via random sampling.

• Revealed that 30% of the filed complaints were actual CFPB violations.

• Reduced costs by 90% in HITL processes.

• Scaled output analysis coverage in highly regulated customer calls by up to 100x.

• Enabled proactive monitoring of human agents and identifies violation trends, reducing risk exposure from CFPB complaints.

• Increased confidence in scaling policy adherence monitoring across the organization.

Conclusion:

By implementing Palqee’s Prisma, a global U.S. bank could identify in real-time potential violations of CFPB rules in contact center calls, before complaints are filed by customers. A scalable and cost-effective policy-adherence framework for mission-critical processes.

• Customer complaints filed with CFPB against the bank were significantly reduced.

• Operational costs dropped while evaluation coverage expanded dramatically.

• Business owners gained visibility into CFPB risks, empowering them to scale operations with confidence.

Prisma proved to be a transformative solution for financial services to reduce CFPB complaints, ensuring AI or human-led outputs are in full alignment with company policies.