Shuweib Abdulrehman from Regulaitor discusses the evolution of AI in quality assurance, compliance monitoring and customer journey oversight in financial services. 

Firms are adopting AI at different speeds and where traditional manual sample checking continues it is constraining oversight. The discussion explores how AI can move QA beyond transcription and basic sentiment analysis towards policy-aware, product-aware and regulation-aware assessment.

AI can help firms review more calls, identify vulnerability markers, assess affordability discussions, support Consumer Duty reporting and provide faster insight into adviser performance. 

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