Compliance is the cornerstone of all financial technologies. Our latest enhancement, the Convin rule-based engine, is designed to improve the auditing process by bringing precision and adaptability.
But what exactly is a rule engine?
A rule engine automates business rule management, offering advantages like user-friendliness, scalability, and community support.
These features make rule engine solutions essential for establishing consistent and effective audit standards. Rule engine empowers contact centers to streamline audit workflows and improve performance by leveraging automated, rule-based logic.
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What is a Rule Engine?
A rule engine is software that automates decisions based on pre-configured rules. The rules are created in a conditional format to guide decision-making processes.
In industries where regulatory compliance is key, rule engines are critical to ensure each interaction meets the required standards without manual intervention.
Whether for auditing or quality assurance, the rule engine automates repetitive tasks, saving significant time and reducing the potential for error.
Rule engines manage complex business rule, automate decisions, and ensure compliance across various interactions.
With the Convin Rule Engine, businesses can improve productivity, streamline processes, and support auditors in providing a detailed quality evaluation of all customer interactions.
What is a Business Rule Engine?
Rule engines automate decision-making, streamline operations, reduce manual effort in fraud detection, and enable swift responses to potential fraudulent activities.
Traditional methods, like manual audits, are time-consuming and susceptible to oversight. Business rule engines address this by automating compliance checks and pinpointing critical conversation elements, ensuring consistency and efficiency.
With Convin’s rule engine software, contact centers can:
- Efficiently track compliance across multiple criteria.
- Free auditors from repetitive tasks, allowing them to focus on strategic work.
- Shorten the time required to review calls, increasing throughput and accuracy.
Key Benefits:
- Enhanced Compliance: By structuring audits to follow specific process flows, organizations can ensure that every aspect of their SOPs is evaluated, reducing the risk of non-compliance.
- Customizable Workflows: Users can tailor audit flows to match unique organizational processes, accommodating various scenarios and complexities.
- Improved Efficiency: Structured evaluation flows streamline the audit process, making identifying deviations and areas for improvement easier.
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Key Features of Convin’s Rule Engine
Our rule-based engine provides no-code customization, allowing users to configure audit processes with minimal technical knowledge and organizing knowledge in the form of rules.
Here’s how it works:
- Flexible Logic Blocks: The core of the rule engine is built on “blocks”—customizable units that can be connected to form complex audit flows. The rule engine is built on blocks—elemental pieces that can be combined to create complex audit flows.
- Each block defines specific conditions within a rule, such as checking whether the agent introduced the product during the call.
- These rule can follow a logical structure where only particular conditions, like “yes,” “no,” or “N/A,” trigger the next step in the audit sequence.
- Pre-Configured and Customizable Templates: Contact centers can use our stack of pre-written questions for common scenarios or create custom rule tailored to their unique needs. This flexibility ensures each audit flow aligns perfectly with business goals and compliance standards.
- Adaptive Workflow for Enhanced Efficiency: As each rule block links to the next, a comprehensive rule set covers all audit criteria. This ensures a thorough audit and reduces the need for frequent rework, enhancing productivity across teams.
Information Correctness or Validation:
To run an efficient organization, it is essential to ensure that operations adhere to compliance and regulatory standards and that information within the system is valid and accurate. This is where Convin's information correctness system comes in. It helps validate information within the system to ensure that agents follow established processes, supporting quality assurance (QA) evaluation of information correctness across various data points. With Convin’s information correctness, we can compare the entity value (derived from the conversation transcript), the static value (a user-defined static reference), and the attribute value (pulled from the organization's CRM).
How Does the Convin Rule Work?
To set up the rule engine, the user must first go to the audit manager section of the Convin. Under the product setting drop-down, they must select the audit manager.
The auditor should navigate to the parameter section of a new template and select the action icon.
Next, the user will be directed to the 'Audit Type' section under 'Update Parameter.' They should select the 'Advanced' option within the 'AI + Manual' settings and then select the Configure rule option to create the rule engine logic.
The following image showcases the configuration screen for setting up rule responses in a rule engine.
The user can choose between a Single Response or Multiple Response configuration type.
In this example, Multiple Response is selected, with "No" chosen as the default response.
The screen also includes a Build button to start creating customized rule, allowing users to define the logic for the rule engine.
The following image shows the choose an action screen within a rule engine's setup.
Users can select between a Single Block to create an individual rule and a Group Block to set up a collection of related rule. This interface allows for customized rule building and flexible configuration in the rule engine.
The following image displays the Choose an Action interface within the rule engine setup process.
Users can select two types of logic blocks:
Single Block to create a basic, individual rule.
Group Block to build a set of related rule.
The image also shows the user's options when they select the single block logic type.
Users can choose various logic types like
- Attribute for tags and conversation-type logic
- Moment for configuring phrases like “Did the agent introduce their name to the customer,”
- Parameter for existing logic
- Predefined functions for advanced rule options, including logic for dead air, interruption, rate of speech, and blank call.
This interface allows users to customize and structure rule effectively within the rule engine.
The following image illustrates how parameter blocks can be used in a rule engine to create a simple logic loop.
In the following parameter logic blocks, two criteria are defined with "AND" logic, requiring both conditions to be met for the audit to pass.
If the agent fulfills both criteria—such as establishing the purpose of the call and if the coach introduced themselves to the customer—the auditor can clear the conversation, ensuring compliance with set standards.
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Conclusion
Convin’s rule engine provides an innovative approach to auditing that brings structure, flexibility, and precision to the process.
Our rule engine enables a deeper level of adherence to SOPs by enabling users to design custom evaluation flows that mimic real-world decision-making.
With rule-based evaluation logic, organizations can streamline compliance, improve auditing accuracy, and develop a quality assurance framework that can scale as they grow.
As Convin continues to enhance its auditing tools, contact centers can expect even more powerful, customizable features that drive operational excellence and elevate customer interactions.
FAQ
1. What is a rule engine, and how does it benefit contact centers?
A rule engine is software that automates decision-making by applying a predefined set of rules. In contact centers, rule engines streamline processes by ensuring compliance with business rules and SOPs. By automating repetitive tasks, rule engine software minimizes errors, increases efficiency, and reduces the need for manual checks. This allows contact centers to maintain consistent service standards and improve overall workflow.
2. Why should businesses implement a business rule engine?
A business rule engine is essential for organizations that handle complex workflows and must comply with regulatory and operational guidelines. Business rule engine tools allow companies to automate key decision points, ensuring that each process adheres to set standards. This is particularly beneficial in contact centers, where rule-based engines enforce consistency in customer interactions and streamline auditing processes.
3. How does Convin's rule engine software support SOP adherence in audits?
Convin’s rule engine software provides no-code customization options, allowing users to build evaluation logic that ensures strict adherence to SOPs and audit standards. By integrating rule-based engine capabilities, auditors can create flexible yet precise workflows that follow organizational guidelines, making audits more reliable and compliant with business rules.
4. What rule-based engines are available for businesses, and which is right for us?
There are various types of rule engines, from script-based rule engines, which require coding knowledge, to no-code business rule engine software designed for ease of use. No-code or low-code rule engines are ideal for companies needing quick adaptability without a steep learning curve, as they allow users to easily create and modify business logic. Choosing the right type of rule engine depends on your business’s complexity, compliance needs, and technical capabilities.
5. How does a rule engine improve efficiency in auditing and compliance processes?
Rule engines significantly improve audit efficiency by automating repetitive decision-making tasks and ensuring compliance with business processes. In contact centers, rule engine software allows real-time adherence to SOPs, reducing the time spent on manual audits and minimizing human error. A well-configured business rule engine can ensure that all interactions are consistent, compliant, and aligned with the organization’s standards, freeing up time for auditors to focus on strategic tasks.
