VoiceGateEvery insurance consultation, recorded and verified.
Compliance recording for insurance: consent captured, evidence preserved, and contract issuance protected.
Overview
VoiceGate was developed to meet the requirements of Vietnam's Insurance Business Law relating to the recording, storage, and proof of insurance product consultations.
It helps insurance businesses build a transparent contract confirmation process, protect customer rights, and minimise post-sale disputes on a platform designed specifically for the regulatory obligations of the Vietnamese insurance industry.
What it does
VoiceGate captures every advisory consultation according to the approved script for each product type, verifies that mandatory content has been delivered, and packages the result as a complete, auditable compliance record.
The system supports both the regulatory obligation to record and the operational need to review and approve contract issuance efficiently, without manual QA bottlenecks.
Key Features
Script-Based Consultation Recording
Each consultation is recorded against the approved advisory script for the relevant product. The system tracks script progression and flags consultations where required sections were not completed before contract issuance proceeds.
Identity Verification and Consent Capture
Advisor and customer identity is confirmed at consultation opening using VoiceDNA biometric features. Customer consent is captured through both spoken acknowledgement and deep emotional signal analysis using Speech Emotion Recognition (SER), creating a verified, attributable record of informed agreement.
Electronic Evidence Storage
Every consultation is packaged as a complete evidence record containing timestamped audio, a verified transcript generated by NamiTech ASR, identity confirmation, a consent record, and a compliance score, all stored securely and retrievable on demand for regulatory review or dispute resolution.
Automated Real-Time Scoring for Contract Review
Consultation quality and compliance are evaluated automatically in real time during the advisory process, enabling rapid contract issuance review without manual QA delay.
Compliance Monitoring and Audit Trail
A full audit log is generated for every consultation record, including creation, access, review, and disposition. Designed for both internal quality management and external regulatory examination.
Use Cases
Bao Viet Nhan Tho
Bao Viet Nhan Tho, Vietnam's leading life insurer, deployed VoiceGate to meet its compliance obligations across a national distribution network of insurance advisors.
Results:
120,000+ consultation minutes monitored monthly.
95% of QA review automated, moving from manual spot checks to systematic coverage.
Approximately 25,000 insurance contracts processed monthly with full compliance documentation.
100% coverage with every consultation recorded and every mandatory content item validated.
Regulatory Alignment
Vietnam's Insurance Business Law (2022)
Recording, storage, and proof requirements for insurance product consultations.
Circular 67/2023/TT-BTC
Compliance recording and disclosure requirements for insurance advisory interactions.
Electronic evidence standards
Evidence package format designed for regulatory examination and dispute resolution.
Industry Application
Life insurance distribution networks
Compliance recording across bancassurance channels and tied agency networks.
Non-life insurance
Consultation evidence for complex commercial and personal lines products.
Bancassurance
Compliance monitoring for bank-distributed insurance products at the branch and call centre levels.
Record and verify every consultation with full compliance confidence
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