IndiaProfessional services2023 – ongoing

ExpertSource Global Services

CXReview call analytics for compliance monitoring in debt collection

ExpertSource raised call monitoring from 2% to 100% with AI conversation analytics

WorkingVendor case studyVendor ↗

Problem

ExpertSource, a debt-collections provider, could review only a small sample of calls for compliance. Each compliance-related settlement cost about USD 3,500.

Approach

The company used the CXReview conversation-analytics solution, which runs IBM Watson Speech to Text and Natural Language Understanding models on Red Hat OpenShift. The first version was built in eight weeks, followed by eight weeks of refinement.

Results

100%share of calls monitored for compliance, up from 2%, without more headcount, per IBMVendor case study[1]

Takeaway

Automated call analysis let a compliance team check every call instead of a sample, without adding staff.

Sources

ExpertSource
IBM17 Apr 2024Vendor publication

Source summaries

[1]IBM17 Apr 2024

IBM describes how ExpertSource used the CXReview analytics solution with Watson speech and language models to check calls for compliance. Monitoring rose from 2% to 100% of calls without extra headcount. The page also cites about USD 3,500 per compliance-related settlement.

Full details are in the original sources.

Added 4 Nov 2026 · Updated 4 Nov 2026