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ASC Technologies, a leader in compliance recording and AI-driven data analytics, provides cutting-edge software solutions for capturing and analyzing communication channels. Their innovative technology empowers more than 500 customers worldwide to record communications legally while extracting valuable insights and helping to prevent fraudulent activities. Many of their customers operate in heavily regulated industries where compliance recording is mandatory. These organizations rely on the ability to consolidate and analyze information shared across multiple channels including voice recordings, chat logs, speaker recognition, video analysis, and document and screen activity.

As ASC’s customer base expanded, and their clients accumulated millions of calls and vast amounts of conversation metadata, the sheer volume of recorded data grew exponentially. This surge in data led to increased costs for searching and retrieving critical information and made the process of quickly accessing relevant data more challenging.

Workshop leads to insights and AI-driven solutions

To address this issue, ASC collaborated with Microsoft in a workshop to discover and design solutions. They participated in a preview of Azure AI Content Understanding and saw the potential to simplify product development with an easy-to-integrate processing pipeline. By applying AI, they could bridge compliance gaps, enhance customer experiences, uncover actionable intelligence, and prevent fraudulent activities. 

The team decided to integrate Content Understanding into their platform, finding the implementation process relatively simple. “For the new Content Understanding service, we just implemented a new AI Content Understanding actor. For each recorded Microsoft Teams conversation, or a chat conversation, or email, the actor is triggered. Because the result of the Content Understanding service is quite similar to the results of the Microsoft analytics services we used before, we could use the existing UI with just some add-ons to show the new extracted information,” said Tobias Fengler, Chief Engineering Officer, ASC.

Fengler mentioned that the ASC team received prompt assistance from the Microsoft team, facilitating the implementation process. “We got a lot of help from the Microsoft team and a very fast direct answer from the product manager from Microsoft whenever we had an urgent question.”

A win/win situation for the company and their customers

Since developing their new integrated platform, ASC has realized many positive impacts. Search queries are much faster, and the service is easier to maintain, requiring only one analytics service, as opposed to the six different services ASC previously used. Additionally, ASC now empowers its solution to analyze all communications streams, giving customers a holistic view of all communication channels including audio, video, screen sharing, chat, documents, and emails. Customers can easily extract information from unstructured data with a simple configuration, and the cost structure is straightforward and easy-to-understand with a single consumption model.

Thanks to the success of the implementation and the positive results of the solution, Fengler says he would recommend Content Understanding to others. “Compared to other solutions, the capability [in the ASC Recording Insights platform] powered by Content Understanding provides a single interface for both audio transcription and all analytics functionalities like summaries, sentiment analysis, and extracting information from unstructured data,” he said.

With these positive outcomes and significant improvements, ASC is now looking to extend AI into new use cases. Content Understanding will be used to analyze email content, provide summaries, and detect compliance relevancy based on the user group and content. The company is also building an AI agent that will automate certain workflows and automate sending notification emails to compliance officers when needed. By introducing agentic AI into their solution, ASC is empowering their organization to drive new business, become more efficient, and accomplish more.

Get started: 

• Learn more about Azure AI Content Understanding. 


• Try Azure AI Content Understanding in Azure AI Foundry.