Contact center conduct, heard in every conversation
Prisma evaluates every call, chat and email for conduct risk and policy adherence, in context, intervenes at runtime with consequences and feedback that improve behavior, and keeps the evidence.
Discover the Prisma platformAt a glance
- Department
- Channels and client experience
- Regulatory context
- Rules against unfair, deceptive or abusive acts or practices (UDAAP), the Telephone Consumer Protection Act (TCPA), and, where debt collection is involved, the FDCPA and Regulation F
- What is reviewed
- Calls, chats and emails between customers and the contact center, handled by people or by AI assistants and chatbots
- What Prisma delivers
- Review of every interaction in context, intervention at runtime with consequences and feedback, remediation that improves and stabilizes behavior, and an audit trail for every conversation
See it in action
A short look at how Prisma evaluates every call, chat and email.
Conduct is decided one conversation at a time
A contact center is where a financial institution speaks to its customers most often. Every call, chat and email is a small decision about how the customer is treated: whether the right disclosures are given, whether the answer is accurate, whether a complaint is recognized as one, and whether a customer who is struggling is handled with care.
Conduct risk is the risk that the way an institution behaves leads to poor outcomes for its customers. Contact center conduct oversight is the practice of checking conversations against the policy and the regulatory expectations that define how customers must be treated.
For channels and client experience, this is where the standard is either kept or lost. A conversation that goes wrong is rarely visible at the time, and it becomes a complaint, a finding or a headline later.
What a compliant conversation has to show
A compliant conversation shows that the required statements and disclosures were given, that the information was accurate, and that nothing misleading or pressuring was said. Rules against unfair, deceptive or abusive practices apply to how a product or a fee is described just as much as to what is sold.
It shows that consent and contact rules were respected, that identity was verified before account details were shared, and that a complaint was recognized and routed when the customer raised one. Where debt collection is involved, it shows that the specific collection rules were followed.
It also shows care. A customer who mentions a bereavement, a job loss or an illness needs to be recognized and handled differently, and the conversation should record what was agreed as a next step.
What a sample never hears
Reviewing conversations is slow, so quality programs read or listen to a small share of them and assume the rest were similar. Conduct failures are rare in any one conversation and costly when they happen, which is exactly the kind of event a sample is least likely to catch.
Time on the call is a poor guide. A long call can be a call done right, with a customer carefully helped through a hard situation. A short call can be one that missed what mattered. In one Palqee case study, a regional bank that moved from sampling to full-population oversight of its contact center reduced its review time by 88 percent.
Reading every call, chat and email in context
Prisma evaluates every call, chat and email against the policy and regulatory expectations your institution has set, detecting violations and ambiguity, with the reasoning behind each finding. It reads each conversation in context, so it can tell a long call done right from an inefficient one. A violation is recorded with the reason it breaks policy. Where the conversation does not allow a clear answer, Prisma flags the ambiguity and escalates it for a human decision instead of forcing certainty.
The evaluation looks at whether the required disclosures were given, whether the information was accurate, whether the conversation was conducted in line with policy, and whether a complaint or a vulnerable circumstance was recognized.
Turning one conversation into better ones
Intervention follows when a conversation falls short. Prisma intervenes at runtime and applies consequences and feedback to the person or the AI that handled it, not just a score, so the conversation can be put right while it matters.
Remediation turns that into better behavior. What drives good and poor conversations becomes consequences and feedback that improve and stabilize performance in the next ones, for people and for AI alike, and the evidence of how each conversation was judged is kept.
One standard for people and for AI
Chatbots, voice assistants and AI tools that draft replies now take part in a growing share of customer conversations. Prisma applies a single governance standard to conversations handled by people and by AI, so an AI-handled chat is read against the same policy and checked for violations and ambiguity in the same way as a call taken by hand. As automation takes on more of customer service, the oversight stays the same.
Don’t just take our word for it
Frequently asked questions
Contact center conduct oversight is the review of how customer conversations are conducted. It checks that each call, chat and email follows your policy and the regulatory expectations on how customers must be treated, across the whole population of interactions.
Conduct risk is the risk that the way an institution and its channels behave leads to poor outcomes for customers. In a contact center it shows up in missing disclosures, inaccurate or misleading statements, complaints that are not recognized, and vulnerable customers who are not handled with care.
The main ones in the United States are the rules against unfair, deceptive or abusive acts or practices (UDAAP), the Telephone Consumer Protection Act (TCPA) for calls and texts, and, where debt collection is involved, the Fair Debt Collection Practices Act and Regulation F. Your own policy turns these into the checks each conversation has to pass.
Manual review is slow, so it covers a small share of calls, chats and emails. A conduct failure in any one conversation is rare, so a sample is unlikely to find it. Prisma reads every interaction against your policy, so failures are found across the whole population.
No. A long call can be a call done right, and a short call can be one that missed the point. Prisma reads each conversation in context, so it can tell a long call done right from an inefficient one.
Prisma evaluates each call, chat and email against your policy and the rules that apply. A violation is recorded with the reason it breaks policy. Where the evidence does not allow a clear result, Prisma flags the ambiguity and escalates it for a human decision instead of forcing certainty.
Prisma intervenes at runtime and applies consequences and feedback to the person or the AI that handled it, not just a score. Remediation then improves behavior: what drives good and poor conversations is fed back, so performance improves and stabilizes over time. The evidence is kept as an audit trail.
Yes. Prisma applies the same governance standard to conversations handled by people and by AI. An AI-handled chat is evaluated against the same policy and checked for violations and ambiguity in the same way as a conversation handled by hand.
No. Your recording, transcription and quality systems keep doing their work. Prisma reads the interactions they capture, evaluates every one against your policy, intervenes when a conversation falls short, and keeps the evidence.
When a conversation does not allow a clear result, Prisma flags the ambiguity and escalates it for a human decision, so the institution never has to force certainty. The reasoning is recorded with the result.
Prisma is delivered as an SDK that runs inside your own environment. It can also be delivered through Palqee's managed cloud and interface if you need it.
