CallGuard AI

CallGuard AI: AI-powered advice call auditing

CallGuard AI is a software tool aimed at protection and mortgage advice firms, as well as contact centres, BPOs, debt collections and outbound sales. Its main function is to score every advice or sales call against the firm's own compliance scorecard, rather than reviewing only a manual sample. The company argues that a 5% sample leaves 95% of calls unreviewed, and its proposition is to evaluate them all, one by one or as part of a complete sale.

How it works and evidence

The system integrates with existing diallers and CRMs without altering advisers' workflow. Calls arrive automatically from the dialler or recordings are uploaded and sent through an API. Each call is transcribed with the adviser and customer separated, and personal data is replaced with tags before being stored or scored. The AI then evaluates each criterion on the scorecard and issues a verdict accompanied by the textual evidence it is based on, or indicates that no evidence was found. Breaches are notified by email, Slack or webhook, and results can be written back to the CRM.

Scoring complete sales

A protection sale rarely happens in a single conversation. When the sale is recorded in the CRM, CallGuard AI groups the calls made from that customer's phone number within the sale window and scores them together. This way, what was said in the first call is considered alongside the call in which the application is formalised. The tool can also compare the answers given on the calls with the insurer's application PDF attached to the sale in the CRM, flagging discrepancies for the team to review with the insurer.

Real-time breach detection

For calls streamed live from Twilio, Amazon Connect or the WebSocket API, CallGuard AI flags breaches it considers have already occurred and sends them to the client's systems via the stream or a signed webhook, re-evaluating the transcript every 30 seconds. When a live call ends, the full transcript is scored like a recorded call. Consent questions on live calls always go to the human review queue, as a live stream cannot confirm who said what.

Calibration and learning

The system learns from the compliance team's corrections: when a verdict is corrected, the AI uses the most recent corrections as examples to score subsequent calls on that criterion. Firms can mark calls or sales as good practice, and the AI takes the first 1,500 characters of the two most recent examples as a reference for what good performance looks like in that firm. On individually scored calls, each coaching draft is written taking into account the three previous drafts for that adviser, and an insights report can be generated for a chosen period to summarise patterns for the compliance team.

Privacy and security

Customer data is stored in a UK region. Audio and transcripts are also processed by providers named in the sub-processor list, some outside the UK. Audio is encrypted at rest with AES-256-GCM and advisers can only see their own calls. Names, payment data and health information are replaced with tags in the transcript before being stored or scored. All redaction categories are enabled by default; the firm can request to disable some with a DPIA, but payment data can never be disabled. The company publishes its data processing agreement and privacy policy.

Plans and coverage

CallGuard AI offers three plans: Starter, Growth and Pro, with per-seat pricing based on team size, volume discounts and no multi-year minimum. Starter includes your own scorecard, criterion-by-criterion verdicts with evidence, sales scoring and email breach alerts. Growth adds calibration from corrections, example calls, coaching memory, Slack alerts and CRM write-back. Pro includes live breach detection, Reconciliation and priority support. All plans include transcription with adviser and customer separation, redaction of personal data before scoring, criterion-by-criterion verdict with evidence, coaching drafts for advisers and no separate per-minute transcription invoice.

Specialisation in protection and mortgages

The tool is designed for protection and mortgage advice. In protection, the scorecard can verify suitability and needs and demands under ICOBS, consent before submitting an application, and vulnerability and consumer understanding. In mortgages, the MCOB template checks the scope of service and fee disclosure, that the recommendation links to stated needs, and the discussion of end-of-rate and payment shock, including uploaded Teams and Zoom recordings. The same scoring applies to contact centres and BPOs, debt collections and outbound sales.