Disclosure quality assurance

Abstract

A customer service system that includes a customer device associated with a customer, an agent device associated with an agent, and a monitoring system. The monitoring system includes a memory that stores instructions and a processor that executes the instructions. The instructions, when executed by the processor, cause the monitoring system to monitor a conversation between the customer device and the agent device to identify a context of the conversation. Moreover, the instructions cause the monitoring system to identify a disclosure notice based at least part on the context of the conversation, in which the disclosure notice comprises an indication of a disclosure to be read in light of the context of the conversation. Furthermore, the instructions cause the monitoring system to provide the disclosure notice to the agent, by rendering the disclosure notice in a graphical user interface (GUI) of the agent device, monitor and evaluate a disclosure provision of the disclosure notice from the agent to the customer, and provide disclosure provision feedback regarding evaluation of the disclosure provision to the agent.