As compliance requirements and call volumes grow, manual auditing of financial sales calls has become increasingly resource-intensive.

To address this challenge, NYP's School of Information Technology partnered with IPP Financial Advisors (IPPFA) to develop an AI-powered audio auditing system that automates end-to-end compliance reviews, delivering faster, more consistent, and context-aware audits.

The Business Challenge

Manual auditing of financial sales calls is labour-intensive, costly, and inherently subjective, making it difficult to scale compliance reviews as call volumes grow.

While many organisations rely on keyword-based tools to support audits, these solutions lack contextual understanding. They can detect whether specific words were spoken, but not whether statements were accurate, complete, or delivered appropriately. As a result, critical issues, such as rushed disclaimers or misleading claims, can go undetected despite passing a keyword scan.

Financial institutions need a smarter approach that delivers comprehensive, context-aware compliance auditing across every recorded call, without the cost and limitations of manual review.

The Solution

Led by Senior Lecturer Wee Chee Hong from NYP's Centre for IT Innovation, the project team developed an AI-powered audio auditing system that automates end-to-end compliance reviews. The project was supported by the SkillsFuture Singapore (SSG) Mentorship Support Grant, with Final Year Project students from the Diploma in Applied AI and Analytics (DAAA) contributing to the software development.

Key capabilities of the solution include:

• Multilingual transcription – Accurately transcribes Singapore's natural code-switching across English, Mandarin, and Malay.
• Context-aware compliance auditing – Uses AI to assess the intent and context of conversations, delivering accurate compliance decisions with clear Pass, Fail, or Not Applicable justifications.
• Explainable audit reports – Generates transparent audit trails that support follow-up actions, staff coaching, and continuous learning through Retrieval-Augmented Generation (RAG) integration.

Outcomes and Impact

The AI-powered solution delivered measurable improvements to compliance operations:

• 80% faster audits – Processing time reduced from approximately 15 minutes to 3 minutes per call.
• Massive workload reduction – Monthly audit time for 100 calls fell from over 25 hours to around 5 hours.
• 100% audit coverage – Shifted from ad-hoc spot checks to systematic, automated reviews across every recorded call.

The solution has been showcased at NYP's Centre for IT Innovation and featured at NYP Open House as a practical example of AI transforming compliance in a regulated industry. Through projects like this, NYP's School of Information Technology helps organisations apply AI to solve complex business challenges with real-world impact.