Beyond Recording: Turning Compliance Data into Conduct Risk Intelligence
Compliance teams can no longer rely on reviewing a small sample of communications while missing risks hidden in the rest. AI-powered insights help firms monitor conduct risk at scale, uncover non-financial misconduct and suitability concerns, and turn communications data into actionable intelligence across cloud, on-premises, and hybrid deployments.
Key takeaways
Conduct risk monitoring is evolving beyond traditional sampling. AI-powered analytics enable firms to assess far more communications, helping uncover risks that manual review processes can miss.
Non-financial misconduct and suitability are becoming key compliance priorities. Organizations need scalable ways to identify behavioral risks and assess advisory interactions across voice, chat, video, and collaboration channels.
AI insights turn communications data into actionable intelligence. Rather than simply capturing and retaining communications, firms can use AI to surface conduct risks, accelerate reviews, and improve oversight.
Deployment flexibility matters. Financial institutions can adopt communications analytics and AI insights in cloud, on-premises, or hybrid environments to align with operational and regulatory requirements.
For years, financial compliance technology focused on a simple objective: capture communications, retain records, and meet regulatory obligations. But as compliance requirements expand and communication channels multiply, that approach is no longer enough.
In a recent webinar, James Laird, Verint’s Senior Director and GTM lead of Compliance Solutions, and Colin Allison, Compliance Product Manager at IPC, discussed how firms are moving beyond traditional recording and communications surveillance toward proactive risk detection and deeper insight from every interaction.
To help organizations address these challenges, the Verint Financial Compliance suite now includes two new AI-powered insights: Non-Financial Misconduct Insight and Suitability Assessment Insight.
Learn more about recording, analytics, and conduct risk.
The end of compliance by sampling
Financial services organizations generate thousands of conversations every day, yet compliance monitoring often reviews only a small fraction of interactions. As a result, firms can miss important risks and trends hidden across voice, chat, video, collaboration platforms, and mobile communications.
During the webinar, Allison described a growing industry shift as:
Moving from record retention and spot checks toward broader oversight, faster investigations, and data-driven compliance.
As compliance teams seek broader visibility across growing volumes of communications, analytics and AI are becoming essential to closing these oversight gaps.
Non-financial misconduct: A new era of conduct risk oversight
One of the biggest drivers behind this shift is the increased focus on non-financial misconduct (NFM).
Under the Financial Conduct Authority’s PS25/23 framework, bullying, harassment, violence, and other forms of workplace misconduct now carry greater regulatory significance. Expectations are extending beyond regulated employees, creating new oversight challenges across the wider organization.
To help address those challenges, Verint introduced Non-Financial Misconduct Insight.
The solution automatically analyzes employee communications for indicators of bullying, harassment, intimidation, discrimination, and other harmful workplace behaviors. Instead of relying solely on complaints or manual reviews, compliance teams can proactively identify areas of concern and focus resources where they are needed most.
The result is broader visibility into conduct risks and a more efficient approach to investigations.
Reimagining suitability assessment with AI
The webinar also explored the growing need for scalable suitability monitoring as firms face increasing scrutiny around advisory conversations and customer outcomes.
Historically, suitability reviews have been highly manual, requiring compliance teams to listen to calls, review notes, and search for evidence of appropriate recommendations and disclosures.
Suitability Assessment Insight streamlines that process by automatically identifying investment advice discussions and evaluating them against MiFID suitability requirements. By aligning reviews with the core MiFID II obligation, supporting delegated rules, and supervisory guidance, it helps firms focus on interactions that warrant additional review while strengthening quality assurance and oversight across the advisory business.
But the benefits extend beyond compliance. As Allison recalled from a conversation with a Verint colleague:
What’s contained in a call? The answer is everything. It just depends on the perspective of the listener.
For compliance teams, that means conversations can reveal suitability concerns and conduct risks. But those same conversations can also expose customer needs, operational inefficiencies, and opportunities to improve advisor performance. Increasingly, the data used to strengthen compliance is also helping firms better understand and serve their customers, blurring the line between compliance and customer experience.
Learn more about VFC AI Insights.
The foundation: Communications Analytics
Both insights are powered by Verint Communications Analytics, the foundation that transforms conversations into searchable, structured data.
Purpose-built for financial markets environments, it delivers capabilities such as highly accurate transcription, industry-leading diarization, speaker identification, automatic language detection and code switching, and sentiment analysis.
By converting vast volumes of interaction data into actionable insight, Communications Analytics enables firms to unlock far greater value from their recorded communications.
Now available in Verint Cloud
One of the most significant announcements from the webinar was that both Communications Analytics and AI Insights, including Non-Financial Misconduct Insight and Suitability Assessment Insight, are now available in Verint Cloud.
This gives firms faster access to innovation through a SaaS delivery model while reducing the infrastructure, maintenance, and upgrade demands often associated with advanced AI deployments. Organizations can benefit from continual enhancements while accelerating time to value.
At the same time, firms retain deployment flexibility, with cloud, on-premises, and hybrid options available to meet their operational and regulatory requirements.
From compliance obligation to strategic asset
The role of compliance technology is evolving.
What was once viewed primarily as a recordkeeping requirement is becoming a powerful source of business and risk insight. With Communications Analytics and AI Insights, firms can identify emerging risks sooner, improve supervisory effectiveness, and extract greater value from the interactions they already capture.
The opportunity is no longer simply to record conversations. It’s to understand them.
Learn how VFC AI Insights can help you gain impactful conduct intelligence.
Frequently asked questions
Conduct risk monitoring is the process of identifying behaviors, communications, or activities that could expose an organization to regulatory, financial, operational, or reputational risk. Modern approaches use analytics and AI to assess large volumes of interactions across voice and digital channels.
Non-financial misconduct refers to behaviors such as bullying, harassment, discrimination, intimidation, or other conduct that can harm employees, customers, or an organization’s culture. Regulators are placing greater emphasis on identifying and addressing these risks proactively.
PS25/23 is the Financial Conduct Authority’s (FCA) policy statement on tackling non-financial misconduct in financial services. It clarifies that serious misconduct such as bullying, harassment and violence can breach conduct rules, and it extends those expectations beyond banks to a wider range of regulated firms.
AI can analyze communications across voice, chat, email, video, and collaboration platforms to identify patterns, behaviors, and risk indicators that may warrant further review. This can help compliance teams focus on the interactions that matter most.
Suitability assessments help determine whether an investment recommendation is appropriate for a client’s needs, objectives, knowledge, and risk tolerance. Firms are responsible for demonstrating that advisory interactions meet applicable suitability requirements.
Yes. Depending on organizational and regulatory requirements, communications analytics solutions can be deployed in cloud, on-premises, or hybrid environments, giving firms greater flexibility over how they manage data and technology.
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