The Australian Financial Complaints Authority has introduced automatic call transcription across its case management and customer service teams following an employee trial. It has also deployed AI call summaries as an internal tool to support complaint management, record keeping and consistent case handling. Calls involving case workers, ombudsmen, adjudicators and relevant customer service and complaints teams are recorded and transcribed, with a privacy notice provided at the start. Participants may opt out at that point, in which case recording will stop. Recordings and transcripts are not routinely exchanged between consumers and financial firms, although call participants and their authorized representatives may request access under the authority’s privacy procedures.
Australian Financial Complaints Authority rolls out call transcription and AI call summaries
The Australian Financial Complaints Authority has introduced automatic call transcription across its case management and customer service teams, alongside internal AI call summaries. Participants may opt out at the start of a call, while access to recordings or transcripts is handled under the authority’s privacy procedures.