Can AI Make SMS Archiving More Efficient in the Future (II)?

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Ever since OpenAI took the world by storm with their generative artificial intelligence (AI) platform, ChatGPT, regulatory compliance officers from financial companies and other regulated industries have been asking a crucial question—how can AI implementation help with SMS archiving compliance?

The laws around SMS archiving are complex and constantly evolving, and companies have to deal with voluminous amounts of data they have to preserve for the length of the retention period mandated by regulators.

So, introducing automation and artificial intelligence to categorize employee text messages, glean insights from them, preserve them for as long as needed, and access them instantly based on keyword or category can go a long way in ensuring painless compliance.

AI’s transformative impact on the archiving landscape

With the help of an AI-powered archiving compliance solution, regulated entities, including private finance, healthcare, IT, etc., firms, and government agencies, will be able to monitor employee communication across a wide range of SMS and instant messaging platforms and spot regulatory risks sooner.

This capability is especially welcome, given that companies are increasingly dependent on hybrid working teams catering to a global clientele that communicate on different devices, networks, and operating systems.

Potentially, companies can save a lot of time, manpower, and cost by implementing AI to streamline archiving-related operations, including:

Automated e-discovery

Secure SMS archiving is just the first step; companies must be able to recover and present their employees’ text messages for audits, litigations, and internal investigations.

When e-discovery is done manually, there is a possibility of missing key information and getting bogged down by the sheer volume of information to comb through. However, with the new AI models that are available, legal teams and compliance officers will be able to filter conversations by keyword, date, context, and other relevant factors within seconds.

Intelligent SMS classification and tagging

Not all messages may need to be archived. There could be exceptions for personal SMSs, personal details of customers, etc., so an AI-powered solution that can identify messages that require archiving can be quite valuable.

Apart from identifying the relevant messages that regulators, including the SECFINRA, and the CFTC will be looking for, AI can even categorize the preserved messages based on their type.

If the archiving solution can index and tag generic messages sent out to every customer, such as welcome messages, season greetings, and personalized business communication relating to payments, customer support, or appointments, compliance officers can become more efficient in their job.

Aside from that, AI systems are even able to flag potentially non-compliant conversations or simply messages that violate the company’s secure SMS communication policy, which can prevent public relations disasters and fines from regulators.

Compliant data capture 

SMSs can be a potent tool for companies to collect information that their customers provided, but creating databases and extracting meaningful insights from them can be a tedious process.

But AI can be a game changer in this regard, as it can extract data from a large number of SMSs sent across devices, networks, and even locations to build personalized customer profiles, identify issues in the sales funnel, gauge employee productivity, and even prevent unethical acts, such as insider trading and stock pump-and-dump schemes.

Impressively, the AI can capture key details, like names, contact details, addresses, and banking information from tax documents, credit card statements, etc. Here, companies have to be mindful of GDPR and related SMS archiving regulations, which protect individual privacy.

Machine learning enabled contextual understanding

Recently, FINRA, the regulator of broker-dealers, announced plans to prioritize the assessment of how financial firms are supervising off-channel communication, including emojis.

Equipped with an AI-powered compliance solution, financial firms can analyze hundreds of thousands of emojis and text messages sent daily by employees, clients, and prospects to identify patterns.

Such analysis can uncover whether these interactions are positive or negative, helpful or unhelpful. Even key metrics, like customer satisfaction, employee morale, time management, time spent on instant messengers, etc., can be garnered by intelligent sentiment analysis.

Having an understanding of the nuances and the context of your archived text messages can go a long way in solving workplace disputes, avoiding compliance issues, and guaranteeing the customers get what they want from their interaction with your employees.

Breaking language/cultural barriers

Since teams are global nowadays, employers may find archived messages in multiple languages. Even a lot of slang, abbreviations, emojis, GIFs, etc., make their way into SMSs nowadays. An AI system or Natural Language Processing (NLP) enabled smart search capabilities can empower regulated firms to instantly translate relevant archived messages to the desired language and even search critical information from large, seemingly indecipherable volumes of text messages even if the exact keyword is not present.

Cutting through the clutter

Notably, companies can go beyond basic sentiment analysis of their conversations to actively identify spam or malware-loaded texts and designate them for review/ removal from the system, archiving only relevant SMSs.

Now, harmful text messages from third parties are a rarity, so daily, hundreds or even thousands of messages will be archived, depending on the firm’s size. But that does not mean compliance officers, human resource teams, or the legal department have to go through lengthy conversations when they want to get to the bottom of an issue. AI is powerful enough to provide a summary of the key points of a conversation, along with the context, so the need for spending hours digging through the archives is eliminated.

Conclusion 

AI-powered compliance enforcement is already at the doorstep of regulated firms, as evidenced by remarks by SEC Chair Gary Gensler before the National Press Club, where he said “…the SEC also could benefit from staff making greater use of AI in their market surveillance, disclosure review, exams, enforcement, and economic analysis.”

Undoubtedly, AI can be a powerful tool for firms to ensure secure enterprise SMS archiving because it enables you to automatically detect what needs to be preserved, eliminate non-compliant exchanges, access via keyword search relevant text messages across languages, and ace your e-discovery process. The ability to analyze the sentiment of employees, clients, and prospects to improve your offerings, customer support, and workplace culture is a great bonus.

TeleMessage’s archiving surveillance partners have employed AI to capture key SMSs from devices globally, surveil them for threat identification in real-time, and analyze the same in a compliant manner to generate meaningful insights, powering the operations of regulated firms. To know more, you can reach out to our team.

About TeleMessage

TeleMessage captures and retains mobile content, including mobile SMS messages, voice calls, WhatsApp, and WeChat conversations from corporate or BYOD mobile phones to ensure compliance with various data protection regulations. The messages are securely and reliably retained within TeleMessage servers or forwarded to your choice of archiving data storage vendor.

Our mobile archiving products securely record content from mobile carriers and mobile devices for various ownership models (BYOD, CYOD, and employer-issued). With our multiple archiving solutions, you can always find the right tools or blend for your requirements:

 

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