Case Study: Safeguarding Compliance in Communications
Read how a major European banking group utilised IRIS Clarity to safeguard compliance and enhance customer experience across their customer-facing teams.
About the Client
This organisation is one of Europe’s largest banking groups, operating in over 35 countries with a workforce exceeding 50,000 employees. With a strong reputation for operational excellence and regulatory adherence, they deliver a wide range of financial services to millions of customers across retail, commercial, and corporate banking sectors.
The Challenge
The bank identified a growing risk around verbal disclosure breaches during customer interactions.
Customer-facing employees operate in busy branch environments, contact centres, and hybrid work settings where background conversations, office noise, and remote work interruptions could lead to accidental sharing or mishearing of sensitive information.
The project team conducted an extensive review of both hardware and software solutions but found that none fully addressed their strict compliance requirements while also improving the customer experience.
The Solution
The bank engaged IRIS to explore whether IRIS Clarity’s AI-powered voice isolation could effectively mitigate these risks. Working in partnership with the technology, operations, and compliance teams, IRIS ran a short, targeted test with a select group of staff.
IRIS Clarity’s bi-directional noise removal technology proved effective in isolating speech on both sides of the conversation, eliminating background noise that could obscure critical disclosures or introduce compliance risks.
As a software-only solution, IRIS Clarity integrated seamlessly with the bank’s existing communications platforms without requiring additional hardware investment.
The Results
Following a successful trial, the bank deployed IRIS Clarity to over 15,000 customer-facing employees across multiple countries.
Key outcomes included:
- Reduced compliance risk by ensuring clear, noise-free verbal disclosures.
- Improved call quality for both customers and employees.
- Rapid deployment with minimal disruption to operations.
By addressing both compliance and customer experience in one solution, the bank strengthened its ability to serve clients securely and professionally in every interaction.
