19 calls flagged for escalation risk, inside 8,460 scored calls. None of them a call a sample would ever have reached.
One analysis window at an Australian life-insurance broker (name withheld by design): every call scored on both sides, inside their own AWS account.
Two duties make or break an insurance call.
Staying inside general advice, and getting the product facts right. Metricsense flags the likely failures across 100% of calls, the same day. Get these right and you do more than stay compliant. You stop losing sales to agents who play it too safe at the line.
General advice vs personal advice
Anything that weighs a caller's needs or steers them to a product can amount to personal advice, which may expose you to Corporations Act breaches, AFCA disputes and licence risk.
Catches the subtle forms too, and checks the mandatory General Advice Warning was given.
Premium structures explained correctly
Stepped, level and the switch at 65 or 70 are where a technically correct explanation quietly goes incomplete. Metricsense scores technical correctness on every call, with the wording attached.
An inaccurate explanation that influences a decision can read as deficient advice.
Proven on your calls before you commit.
Free pilot, around 50 of your own calls. Nothing to integrate. Your data, deleted on request.
Send a sample you already hold
Around 50 calls, audio or transcripts, from any system: AWS Connect, Genesys, Twilio, your dialer, or a one-off CSV. Nothing to rip out first.
We configure your insights and run them
Your compliance checks, written in your wording, run across 100% of the sample inside your own AWS. No tagging, no model training.
You check it against your own QA
A risk readout with every flag quote-linked. You review precision and recall against your human QA before you commit a dollar to the platform.
A compliance tool you can defend, to your QA team and to the regulator.
If you're putting an AI between your advisers and ASIC, "trust us" isn't good enough.
Where does our call data go?
It runs inside your own AWS account (ap-southeast-2). Health and underwriting data never leave your environment; PII is stripped before any transcript reaches the model. Signed DPA before a single call is processed.
Does monitoring 100% create new obligations?
A flag is a candidate issue with evidence, not a finding of breach. Flags live inside your existing breach and complaints processes. We report nothing to a regulator on our own.
Will my advisers see this as surveillance?
No. Scores are a coaching tool, role-based, never a leaderboard. Every flag reaches your QA team with the evidence attached, and a human confirms or dismisses it. The model never disciplines an agent.
Is the judgment defensible?
Every flag pins to the exact transcript moment against a documented, versioned insight definition. When ASIC or AFCA asks how you monitored, you show methodology and evidence, not a black box.
How long is anything kept?
Transcripts, audio, flags and scores follow your retention schedule and purge on your timeline. Pilot data is deleted on request once the pilot ends.
Could our calls ever reach a competitor?
Never. We do not publish client names, calls or results, and no client's data goes near another's. Nothing you send trains a model shared with anyone else.
Not your call to make alone? Forward the trust & security page to your Head of Compliance.
Metricsense is built and operated by Avesta Labs.
A 2–5% sample would have missed every call that put their licence at risk.
Fifteen insurance-specific checks, scored against their own QA, every flag pinned to the moment that produced it. Where the same thing recurs across a whole floor, it is usually one wording problem rather than a hundred separate ones.
Stop sampling. Start with the call that could sink you.
Book a free pilot and we run Metricsense on a sample you already hold, around 50 calls, and send back a risk readout scored against your own QA.
Prefer email? hello@metricsense.ai