Maestro Voice Analytics
AI-powered voice analytics & call audit platform.
Maestro automatically analyses 100% of call recordings between bank analysts, contact-centre agents and customers — extracting fraud signals, compliance adherence, sentiment and conversation quality, with zero manual intervention and zero data egress.
Calls go unreviewed
under traditional manual QA sampling
Fraud cases involve social engineering
delivered overwhelmingly via phone calls
Inbound calls high-risk for fraud
in 2024 — double the 2022 rate
Call coverage with Maestro
every call audited, zero manual effort
The problem
The contact centre: your biggest fraud blind spot.
Fraud cases reported through contact centres are rising sharply, and social engineering scams now account for a growing share of all reported fraud. Traditional QA audits only 2–5% of calls. The remaining 95%+ goes unreviewed — carrying coaching signals, social engineering, compliance violations and coercive language no transaction system will ever see.
Voice-channel fraud is the blind spot transaction monitoring cannot close. Banks that audit 100% of calls detect what no other system can.
- 01100% automated call audit, zero manual intervention
- 02Fraud signals from dialogue — coaching patterns, identity spoofing, collusion — caught where transaction systems cannot reach
- 03Every call audited against bank guidelines and SOP — no sampling, no compliance gap
- 04Per-call composite risk score across voice, emotion, behaviour and fraud pattern dimensions — Low / Medium / High / Critical
How it works
From call to action in eight stages.
Every recording travels the same pipeline — ingested from your existing dialer and contact-centre systems, scored within minutes of the call ending.
Audio ingest
Raw audio received from IVR, dialer, call recorder and voice bot.
Speech to text
Audio converted to text across multiple languages with native code-mix handling.
PII redact
Sensitive identifiers redacted from the transcript in real time.
Voiceprint
Speaker identity verified; agent and customer voices separated.
NLP / LLM
Transcript processed for intent, sentiment and language understanding.
Sentiment
Customer emotion classified at both call and segment level.
Fraud signals
Fraud indicators generated and the compliance audit run against configurable rules.
Score & store
Composite risk score assigned; every output stored and surfaced on the dashboard.
Six pillars
Six pillars of Maestro intelligence.
One pipeline, six layers of intelligence — each one auditable, each one surfaced in the case workflow your team already uses.
-
01
Speech-to-Text & transcription
Multiple languages with native code-mix support — full accuracy in every branch, in every language.
-
02
PII redaction & data protection
NER-based, token-preserved redaction before any downstream analysis. Privacy built in, not added after.
-
03
Sentiment, emotion & intent
Per-utterance sentiment arc with turning-point detection — emotional shifts, not just a call average.
-
04
Risk scoring & fraud signals
Composite score across voice, emotion, behaviour and fraud patterns, classified Low to Critical.
-
05
Compliance & quality audit engine
Bank-managed rules with per-rule evidence output on every call. Permanently audit-ready.
-
06
Dashboards & case integration
Findings surfaced inside the investigator’s existing Clari5 case workflow — one view, no system hopping.
Key capabilities
Every capability, and why it matters.
100% call coverage
Every call audited — no sampling gap.
Why it matters
50× more coverage than manual 2–5% QA.
Multilingual STT
12 languages, native code-mix handling.
Why it matters
Built for English, 11 Indian languages, and a growing list of regional languages in production.
Real-time PII redaction
NER-based, token-preserved.
Why it matters
Privacy built in — not added after.
Segment-level sentiment
Per-utterance arc, turning-point detection.
Why it matters
Captures emotional shifts, not just a call average.
4-dimension risk score
Voice · emotion · behaviour · fraud patterns.
Why it matters
Surfaces fraud from conversation before it becomes a case.
Mule account detection
Coached-pause and background voice identification.
Why it matters
Detects coached responses invisible to manual reviewers.
Victim vs. fraudster profiling
Pitch, rate, pauses, emotion, cooperation compared.
Why it matters
Distinguishes a genuine victim from a mule in the same call.
Configurable compliance engine
Bank-managed rules, per-rule evidence output.
Why it matters
Always audit-ready; evidence auto-generated per call.
GenAI call summary
Summary constrained to transcript content only.
Why it matters
Hallucination-proof — the model cannot invent information.
Use cases
Built for banking fraud operations.
UPI fraud disposition verification
UC — 01
An analyst calls a customer flagged for UPI fraud. Maestro transcribes the call, detects sentiment, extracts the AI disposition and auto-links the outcome to the fraud alert — eliminating manual case closure.
80% reduction in manual case closure time
See it on your callsMule account call pattern detection
UC — 02
Coached, scripted responses — unusual calmness and rehearsed language under fraud accusation — detected through dialogue-pattern analysis and cross-correlated with linked accounts.
Catch what transaction monitoring alone cannot
See it on your callsRBI compliance monitoring at scale
UC — 03
Every analyst call checked against RBI rules — mandatory disclosures, DND compliance, call-time windows and harassment detection — with evidence auto-generated per rule.
100% audit trail. Inspection-ready. Zero manual effort
See it on your callsAgent quality & compliance scoring
UC — 04
Every call scored on talk-time ratio, script adherence and compliance. Analysts with consistent gaps are auto-flagged for coaching, with weekly QA reports generated per analyst.
Replaces 2–5% manual sampling. Drives agent excellence
See it on your callsBusiness benefits
Six outcomes, from the same audited call.
Fraud detection
Surfaces fraud signals in conversations before they escalate. Detects mule accounts, social engineering and agent collusion from voice patterns alone.
Compliance & regulatory
100% call coverage eliminates the compliance blind spot. Auto-generated evidence per call — permanently audit-ready for regulatory and internal review.
Operational efficiency
Eliminates manual call review. Automated disposition tagging and next-best-action recommendations cut investigator workload and decision time.
Agent quality & training
Objective automated scores replace subjective sampling. Compliance failures are auto-flagged for coaching and performance trends drive data-led training.
Data security & sovereignty
Zero data egress — all voice data stays within the bank’s data centre. PII redacted before any analysis, with enterprise-grade encryption throughout.
Customer experience
Identifies frustration and escalation risk before complaints are filed, flags coercive agent behaviour and enforces consistent service standards.
Deployment
On-premise or fully managed.
Run Maestro entirely inside your data centre, or hand the infrastructure to Clari5. Enterprise-grade security across both — AES-256 encryption and full audit trails.
Fully within your data centre
Zero data egress — all voice data stays inside the bank’s infrastructure, with PII redacted before any analysis and full control over retention and access.
Fully managed by Clari5
Elastic scale with zero infrastructure overhead — the complete Maestro pipeline, operated for you, with the same encryption and audit trails.
- AES-256 encryption
- Full audit trails
- Multilingual support
Frequently Asked Questions (FAQs)
Voice-channel gaps. Answered.
100% automated call coverage; every call scored within minutes of completion.
Multi-dimensional voice, behaviour and pattern analysis identifies coached pauses, background voices and scripted responses invisible to text analysis.
Real-time agent assist surfaces compliance prompts during live calls; post-call compliance evidence is auto-generated.
Voice analytics embedded within the Clari5 case workflow — summary, risk score, transcript and compliance findings in one view.
Objective, automated scoring with explainable AI — every finding backed by exact transcript evidence.
Longitudinal tracking across all calls linked to the same account or case.
PII redacted in real time before any downstream analysis.
7-signal victim vs. fraudster profiling using pitch, speaking rate, pauses, emotion, cooperation, story consistency and background audio.
RAG architecture constrains GenAI to transcript content only — the model cannot generate information not in the call.
AI-powered voice analytics complements existing fraud detection and AML systems by adding intelligence from customer and analyst conversations to the bank’s existing financial crime controls. Clari5 Maestro ingests recordings from existing dialers, IVR, call recorders and voice bots, then analyses conversations for fraud indicators, coached responses, compliance gaps and suspicious behaviour. Its findings, including call transcripts, risk scores and supporting evidence, can be surfaced within the Clari5 case management workflow, helping investigators connect conversational signals with relevant fraud alerts and cases. This enables banks to strengthen financial crime investigations and compliance monitoring while building on their existing technology investments. Integration requirements and compatibility should be validated against the bank’s current systems during solution assessment.
Explore the Clari5 platform
Maestro closes the voice channel. Pair it with the solutions that already watch every transaction, customer and case.
Enterprise Fraud Risk Management
Real-time, cross-channel fraud detection and in-flight decisioning across every customer touchpoint.
Learn MoreAnti-Money Laundering
Explainable AML monitoring, screening, case management and regulator-ready STR filing on one intelligence layer.
Learn MoreAgentic AI Fraud Risk Intelligence
The Agentic AI Platform for financial crime operations — AI agents that investigate, document and move workflows forward.
Learn MoreMaestro In Action