Authority for Consumers and Markets (ACM), Netherlands – Scanning telemarketing

Enforcement agencies also need to detect wrongdoing in offline environments, for example monitoring whether unfair commercial practices occur in telemarketing phone calls. The Authority for Consumers and Markets, Netherlands is exploring the use of AI in analysing the content of recorded interactions during phone calls to consumers. In the past, the agency had to rely on analysing a small sample of conversations, the use of AI makes analysis much more efficient as it can pick up on particular phrases and terminology.

The efficiencies gained enabled many thousands of phone calls to be surveyed for compliance with the law. The ACM is also applying this type of voice scanning technology to spot where online gamers who broadcast (so called ‘gamefluencers’) may be breaching laws on unfair commercial practices.