VoiceGateHOW BẢO VIỆT LIFE AUTOMATED 95% OF INSURANCE COMPLIANCE MONITORING
Over 250,000 conversation minutes audited every month. 25,000–30,000 contracts reviewed monthly. 100% consultation coverage under Circular 67. 99.2% system availability.
The challenge
In 2023, Vietnam's Ministry of Finance issued Circular 67/2023/TT-BTC, raising the bar for how life insurance advisory conversations must be recorded, verified, and audited. For Bảo Việt Nhân thọ - one of the country's largest life insurers, issuing 25,000 to 30,000 contracts every month - the implications were significant. Each contract carried recorded advisory dialogue that needed to be checked for completeness, accuracy, and compliance with mandatory disclosure language. With more than 250,000 minutes of recordings flowing in each month, manual review at full coverage was impossible. The traditional model of sampling 1–3% of calls for QA would no longer meet the regulator's expectations or the company's own standards for transparency and customer protection.
Bảo Việt Life needed a way to listen to 100% of advisory conversations - in real Vietnamese, in real conditions, often recorded in noisy environments - and verify compliance at the speed of business.
The solution: NamiTech VoiceGate
On 12 July 2024, Bảo Việt Life partnered with NamiTech to deploy VoiceGate, an AI platform purpose-built for insurance compliance monitoring under Circular 67/2023/TT-BTC.
VoiceGate combines four layers of voice intelligence:
- CrystalSound noise suppression cleans up recordings made in busy branch environments, raising ASR accuracy in real-world conditions.
- Voice Biometrics (VoiceDNA) authenticates advisor and customer identity inside the call itself.
- Speech-to-Text and Natural Language Processing transcribe every conversation and analyze it against the mandatory script.
- Real-time compliance feedback flags missing disclosures, prohibited language, or incomplete confirmations - while the call is still in progress.
The system automatically records every advisory conversation, verifies that all required regulatory phrases were spoken, validates that the customer explicitly consented, and produces an auditable evidence trail for every contract issued.
The results
After a five-month implementation, VoiceGate went into full production with measurable outcomes:
- 250,000+ conversation minutes audited every month
- 25,000–30,000 insurance contracts compliance-reviewed monthly
- 100% consultation coverage - every advisory call, no sampling
- 95% of compliance review fully automated by AI; only ~5% requires human review
- Significant reduction in contract issuance time
- Fully aligned with Circular 67/2023/TT-BTC
Beyond the headline numbers, Bảo Việt Life has transformed how it manages risk. Compliance is no longer a bottleneck applied after the fact - it is verified in real time, on every conversation, with a complete, searchable record. Data governance is stronger, transparency in customer interactions is provable, and the trust between insurer and customer is backed by evidence.
In the words of our customer
"Implementing VoiceGate has helped Bảo Việt Life strictly adhere to the special regulations of the Insurance Business Law. This has been the key factor allowing us to run our business smoothly and continuously while remaining fully compliant with the law."
- Mr. Trịnh Minh Hoàng, Deputy Head of Operations Management, Bảo Việt Life
What's next
Bảo Việt Life and NamiTech continue to expand the platform with offline recording, remote recording, video-based voice authentication, and outbound voicebot capabilities - extending the same compliance discipline across new channels and advisor workflows.
About Bảo Việt Life
Bảo Việt Nhân thọ is one of the leading life insurance companies in Vietnam, with a nationwide distribution network and a long-standing reputation for service quality. The company is actively investing in technology to standardize advisory processes, raise transparency, and meet the rising regulatory bar of Vietnam's insurance sector.