From sample-based to full coverage: how Libertex rebuilt communications surveillance

How a global retail brokerage moved from sample-based QA to full-coverage, AI-driven oversight across 11 languages and multiple regulatory regimes — without growing the compliance function.

Libertex operates a multi-jurisdictional retail brokerage business serving more than three million clients in 120 countries. Sustaining a defensible communications surveillance program at that scale — across languages, regulators and product lines — had become structurally incompatible with manual sampling and disconnected QA workflows.

In 2023, Libertex deployed Sedric’s AI-native communications compliance platform to bring 100% of agent–client interactions under continuous, automated review. Within 30 days of go-live the program had moved from sample-based quality assurance to full-coverage monitoring across 11 languages, with violation detection, workflow orchestration and management reporting consolidated on a single system of record.

The program reduced compliance review cycle time by 85% and lifted QA and compliance operating efficiency by 60%, enabling the same team to support continued geographic expansion while improving evidentiary depth for regulators, auditors and the board.

The Business Challenge

Continued geographic expansion was widening Libertex’s risk surface faster than its second line could keep pace with using legacy tooling. Three structural pressures defined the brief that compliance leadership took to the executive team.

1. Coverage gaps inherent to sample-based monitoring

Manual spot-checking covered only a fraction of agent–client interactions. With volumes scaling and conduct expectations tightening across jurisdictions, the residual risk of mis-selling, suitability breaches and disclosure failures going undetected was no longer acceptable to either internal stakeholders or supervisors. Auditors increasingly expect demonstrable, near-real-time evidence that controls operate across the full population of communications, not a statistical sample.

2. Operational drag on the second line

Compliance and QA analysts were spending the majority of their week on low-judgment review work — listening to calls, transcribing notes, populating QA scorecards — leaving limited capacity for thematic analysis, root-cause investigation and remediation. The resulting bottleneck slowed feedback to the first line, lengthened the time between a control breach and its discovery, and made it difficult to identify and codify the behaviors of high-performing agents at the population level.

3. Multi-jurisdictional, multi-language complexity

Libertex’s footprint spans regulatory regimes with materially different expectations on conduct of business, suitability, financial promotions, market abuse and AML. Servicing those obligations from a single QA function — in 11 languages — required a platform-level capability, not a process workaround. Scaling headcount linearly with volume was not a viable operating model.

Why Sedric

Sedric is purpose-built for financial services and runs on a dedicated Compliance Large Language Model, tuned for the conduct, disclosure, suitability and AML risks that supervisors actually examine. After evaluating alternatives, Libertex selected Sedric on four criteria material to a second-line buyer.

• Full-population coverage. Automated review of 100% of in-scope interactions, eliminating the inherent blind spots of sampling.
• Domain-trained AI. A Compliance LLM trained on financial-services interaction data — materially higher precision and recall on regulated topics than general-purpose models.
• Multi-jurisdictional, multi-language by design. Native review in 11 languages, with policy libraries calibrated jurisdiction-by-jurisdiction without separate deployments.
• Operating-model leverage. Workflow, case management and analytics in a single platform, replacing fragmented spreadsheets, recording systems and QA tools.

Capabilities deployed

• AI Reviewer — real-time review of customer interactions across 11 languages, including translation, for consistent oversight across regions.
• Violation Detector — proactive identification and flagging of sensitive or non-compliant interactions, with rationale to support investigation and supervisory response.
• Workflow Management — prioritization and routing across the second line, with clear ownership, SLAs and audit trails for every case.
• Reports & Dashboards — executive and team-level analytics that surface thematic risk, agent-level performance and program effectiveness for the board and supervisors.

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“Sedric’s onboarding process was remarkably smooth and efficient. Their dedicated team worked closely with us to seamlessly integrate the platform into our operations, ensuring minimal disruption while aligning with our specific compliance requirements.” — Diomidis Vasileiou, Head of Compliance and AML, Libertex Europe

Implementation: 30 days to go-live

Sedric’s delivery team partnered with Libertex’s compliance, IT and operations leadership to deliver a production rollout in under 30 days, structured around three parallel workstreams.

• Platform integration. Ingestion of communications across all call-center operations, with secure connectors into Libertex’s existing telephony and recording infrastructure. Minimal change to upstream systems; no disruption to front-office workflows.
• Policy calibration. Co-developed jurisdiction-specific policy libraries — covering conduct, disclosures, suitability and risk-warning obligations — aligned to Libertex’s regulatory perimeter and internal control framework.
• Enablement and change management. Targeted training for the second line, team leads and front-line agents, paired with a coaching framework that translates platform insights into measurable behavioral change on the floor.

Outcomes

Twelve months in, the program has delivered measurable impact across coverage, cost-to-control and risk posture.

Risk and control

• Coverage of customer interactions raised from sample-based monitoring to 100% across in-scope channels and languages.
• Faster detection and escalation of potential conduct, suitability and disclosure issues, with full audit trail for supervisory response.
• Consistent application of policy across jurisdictions, replacing variability inherent to manual, region-by-region review.

Operating efficiency

• 85% reduction in compliance review cycle time, freeing the second line for higher-judgment work.
• 60% efficiency gain across QA and compliance operations, redirected to thematic analysis, root-cause investigation and front-line coaching.
• Manual spot-checking eliminated as the program’s primary control, removing a known bottleneck and source of operational risk.

Strategic posture

• Same compliance footprint now supports continued expansion into new markets without linear cost growth.
• Improved post-call customer satisfaction, driven by more consistent agent behavior and targeted coaching.
• Compliance reframed internally from a cost-of-doing-business to a defensible, evidence-rich growth enabler.

“The hands-on support and tailored training provided by Sedric’s team made the onboarding process incredibly intuitive. Within a short period, we were fully operational, equipped with the tools and knowledge to maximize the platform’s impact on our compliance processes.” — Diomidis Vasileiou, Head of Compliance and AML, Libertex Europe

What’s next

With the core surveillance program embedded, Libertex and Sedric are progressing a joint roadmap focused on extending coverage and unlocking further operating leverage.

• Extending the deployment to additional jurisdictions in line with Libertex’s expansion plan.
• Operationalizing AI-driven call summarization to accelerate second-line review and management reporting.
• Introducing affiliate-channel compliance to bring Libertex’s third-party distribution under the same oversight framework as direct channels.