Risk & conduct
Compliance & conduct
RBI fair-practices adherence, consent/DND coverage and audit trail for AI-led collections.
Fair-practices score
96.2
↑ 1.4 pts MoM
Consent coverage
99.1%
↑ 0.3 pt WoW
DND suppression accuracy
100%
Zero DND breaches this month
Call-window adherence
98.3%
↑ 0.5 pt WoW
Demo operations data
RBI fair-practices scorecard
Composite score across conduct dimensions
Language & tone conduct97%
Disclosure & transparency98%
Calling-time adherence98.3%
Consent & DND respect99.1%
Grievance responsiveness91.4%
Call-window adherence
Calls placed inside 08:00-19:00 IST · last 6 days
Audit log
System and agent actions relevant to compliance
| Time | Event | Actor | Detail |
|---|---|---|---|
| 14:22 IST | Campaign CMP-1029 paused | Karan Mehta | SLA breach threshold triggered auto-pause |
| 13:05 IST | DND list refreshed | System | 412 numbers newly suppressed |
| 11:40 IST | Call CL-88214 escalated | AI Agent | Dispute — wrong amount, routed to human review |
| 10:12 IST | Recording retention policy updated | Priyanka Shah | Retention extended to 8 years per RBI norms |
| 09:30 IST | Consent revoked | Customer request | 1 account opted out of voice outreach |
Recording retention & data privacy
Storage and access controls for call recordings
- Retention period8 years
- Storage regionIndia (data residency compliant)
- Access controlRole-based, audit-logged
- EncryptionAES-256 at rest, TLS in transit
Flagged utterance review queue
AI-flagged moments awaiting compliance review
FLG-501 · CL-88301
Agent tone flagged as slightly firm during hardship discussion
FLG-498 · CL-88290
Recording disclosure delayed by 4 seconds after connect
FLG-492 · CL-88276
Customer asked agent to stop calling — verify DND update