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Capturing the Voice for e-Communications Compliance

July 11, 2025 | 6 minutes reading time | By Jim Romeo

Artificial intelligence, which helped automate electronic-message recordkeeping, also has a role in voice monitoring. “A driver of efficiency, decision-making and even revenue generation,” says one executive.

The reach of anti-money laundering and transaction-archiving regulations has widened not only beyond banks and other financial institutions. It has progressively taken in new forms of communication, from email to chat to social media.

While artificial intelligence has become prevalent in the accompanying wave of compliance automation, Financial Crimes Enforcement Network (FinCEN) requirements, including those for filing Suspicious Activity Reports (SARs), also extend to the most fundamental of media: voice calls.

Money service businesses, as defined by FinCEN, must retain voice communications for at least five years, especially if those calls involve transaction details or compliance-relevant dialogue. Triggers for SARs include indications of wire fraud, money laundering or account takeovers.

FinCEN rules also intersect with customer due diligence (CDD) and know-your-customer (KYC) practices that compliance and risk professionals must stay on top of.

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Topics: Regulation & Compliance

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