Pure AI scoring of collection calls is fast, cheap, and wrong often enough to be dangerous. A model can mistake a polite Hinglish reassurance for a threat, or miss a quiet third-party disclosure buried under background noise. If those errors flow straight into a compliance report, you have built a system that will eventually mislead RBI auditors, your client, or your own board.
The cheapest thing in QA is an AI flag. The most expensive thing in QA is an unverified AI flag that turns out to be wrong.
The Heartbeat is deliberately not a pure-AI tool. Every recording is processed overnight by AI against 670+ risk behaviour tags. Every flag the AI produces is then reviewed by a trained QA analyst before it appears in your Monday report. The analyst either confirms the flag, downgrades the severity, or removes it.
- AI tags every minute of every call — 100% coverage, no sampling.
- Analysts verify every flag before it reaches the customer's report.
- Severity is set by the analyst, not the model — Intolerable, Substantial, Moderate, or Tolerable.
- Hindi, English, and Hinglish are read in the language they were spoken.
- Report delivery SLA is 48 hours. The full weekly report lands every Monday at 11am IST.
- All processing on AWS ap-south-1 (Mumbai). Your data stays in India.