Brightstar Financial has partnered with Yabber Global to bring in a new way of monitoring calls.

The ultimate aim of doing so is to work out where opportunities for more training and development lie, as well as ensuring that treating customers fairly requirements and necessary compliance checks are met.

It does so by combining artificial intelligence technology and real contact centre experience to anaylse calls.

Brighstar Group chief executive Rob Jupp says: “We’ve actually been in talks with Yabber Global for some time now as we recognised the powerful training ability of being able to use AI to analyse calls so that we can then provide better informed development feedback to our people.

“The current situation is extremely difficult for everyone but it’s important to look to the future and, where possible, to use this opportunity to refine processes so that our business emerges in a stronger position to contribute to the market recovery. This is a small step in the right direction, and we are confident that it will benefit our people, our partners and their clients.”

Yabber Global chief executive Brian Pitt adds: “We developed the Yabber platform to meet a need that we had at Rockstead [the Yabber subsidiary owner] to more accurately and efficiently carry out call monitoring to the regulated sector, and the number of potential uses for this technology continues to grow.

“Yabber’s expanding product range now includes secure call recording for staff working from home as evidence of our ability to react to market needs and we see an ever-increasing role for this type of technology.

“I’m really pleased that Brightstar has seen the value in Yabber and I am sure that brokers and customers who work with the specialist distributor will see the benefits of this real-time AI analysis and the people development advantage that it can bring.”