AI call quality built for Japanese insurance contact centres
Automate APPI compliance, keigo enforcement, and complaint detection. Achieve 100% call coverage without adding headcount.
APPI violations carry fines up to Β₯100M β and 2025 amendments added administrative surcharges
Recorded calls contain PII β names, addresses, policy numbers β and are subject to APPI. Regulators now expect automated PII redaction and per-call consent tracking as standard practice. Manual-only processes are increasingly viewed as inadequate compliance posture.
Industry Challenges
3 problems every insurance contact centre faces
APPI compliance is manual and fragile
Per-call consent management, PII verification, and audit log maintenance consume enormous resources. One missed record creates up to Β₯100M in regulatory exposure.
Complaint calls are missed
QA teams can manually review only 3β5% of calls. Complaints, inappropriate language, and mis-selling risk go undetected until it's too late.
Keigo standards are inconsistent
There is no scalable way to verify that every agent meets the company's formal speech standards. The impact on customer satisfaction and brand is invisible.
How KoeIQ Helps
Every capability insurance teams need, in one platform
APPI Consent Management
Per-call consent flags with immutable audit log. Every change is time-stamped, attributed, and audit-ready.
PII Auto-Redaction
10+ PII types masked server-side before any LLM processing. Customers' personal data never leaves your compliance boundary.
Keigo Normalisation
AI rewrites speech into formal honorific Japanese. Before/after diff view is ready for coaching sessions instantly.
Complaint Keyword Detection
Auto-detect 'complaint', 'cancel', 'escalate', and custom risk terms. Severity-ranked alerts surface priority calls for supervisors.
100% Quality Scoring
Every call scored by GPT-4o. Track per-agent, per-department, and time-trend quality without sampling.
Audit PDF Export
One-click PDF with redacted transcript, consent history, and quality scores. Formatted for regulatory submissions.
APPI
How KoeIQ handles APPI
PII auto-detected and redacted
10+ PII types detected and masked server-side before any LLM processing. Customers' personal data never reaches OpenAI or any third-party model.
Consent flag tracked with immutable audit log
Per-call consent flag (Consented / Unconfirmed / Refused) with every change time-stamped and attributed. Immutable audit log is exportable as a regulation-ready PDF.
Data stored in AWS Tokyo only β never leaves Japan
Audio files, transcripts, and analytics are stored exclusively in AWS Tokyo (ap-northeast-1). No cross-border data transfers β full APPI data residency compliance.
Results for insurance teams
Recommended packs for insurance
JP Compliance Pack
- βAPPI consent + audit log
- βPII diff view
- βKeigo normalisation
- βIntent taxonomy
QA Pro Pack
- βCustom quality rubric
- βKeyword spotting
- βTimeline view
- βSilence & overlap map
Audit & Export Pack
- βAudit PDF export
- βJSON export
- βWebhook delivery
See KoeIQ built for insurance contact centres
A 30-minute demo focused on insurance workflows, compliance, and ROI.