Financial entity
Banking and Financial Services
Herramienta de clasificación de llamadas financieras
MiFID II is the European directive that regulates the provision of investment services, aiming to protect investors, increase market transparency, and strengthen the conduct of financial entities. Among other requirements, it mandates the recording and retention of communications related to transactions and advisory activities, verification of product suitability for each client, and the delivery of clear, complete, and traceable information before and after the sale. Within this framework, compliance teams must review large volumes of calls and communications to detect potential breaches—such as missing risk warnings, unsuitable recommendations, incorrect client classification, or lack of supporting evidence. Traditionally, this review was performed manually on small samples, providing limited coverage and consuming significant time and resources.
Challenge
The organization needed to systematically analyze tens of thousands of calls per month, identify conversations related to MiFID processes, and prioritize reviews based on risk. The manual process could not scale and made it difficult to respond quickly to internal audits or regulatory inquiries. The goal was to direct analysts to the most relevant parts of each conversation, enhance traceability, and increase control coverage without adding more resources.
Solution
A modular analytics solution was implemented to process transcripts of 100% of the communications. The system automatically filters out non-MiFID-related calls and applies a scoring model based on risk typologies (suitability, pre-/post-sale information, advisory conduct, client classification, etc.). The platform includes a guided review dashboard that highlights anomalous segments, allows filtering by alerts, and generates exportable evidence for audits.
With this approach, the organization achieved full coverage of all communications, focused analyst time on high-impact cases, and improved end-to-end regulatory traceability.
