Most Australian businesses that run customer service teams monitor a fraction of calls: maybe 2–5%, selected at random or by supervisors. It’s the best they can do manually. But it means 95% of customer interactions are invisible: the complaints that were handled badly, the compliance risks that were missed, the sales opportunities that were lost.

Daisee, a Sydney-based AI company, has built a platform that analyses every call: automatically, at scale, in near real time.

What Daisee Does

Daisee’s platform connects to a business’s phone system and automatically processes call recordings through a stack of AI models that can:

Transcribe every call: converting audio to searchable, structured text.
Score call quality: assessing whether agents followed scripts, used required disclosures, demonstrated empathy, and resolved the customer’s issue.
Detect compliance risks: flagging calls where required statements weren’t made (critical in financial services, insurance, and utilities under Australian regulatory requirements).
Identify sentiment: tracking customer frustration, satisfaction, and emotional escalation through the call.
Surface trends: aggregating insights across thousands of calls to identify common complaint themes, product issues, and process failures that individual call reviews would never reveal.

The output is a dashboard showing every call scored against the business’s own criteria, with high-risk calls automatically prioritised for human review.

Why Compliance Makes This Critical in Australia

Australian financial services, insurance, and telecommunications businesses face some of the world’s strictest customer communication requirements. Under ASIC’s regulatory guidance, financial services licensees must be able to demonstrate that required disclosures were made, that advice was appropriate, and that vulnerable customers were identified and handled appropriately.

Manual monitoring at 2–5% of calls cannot provide this assurance. Daisee’s 100% coverage model means a compliance team can genuinely verify: and demonstrate to regulators: that requirements were met across all customer interactions, not just the sample they happened to review.

The Royal Commission into Banking, Superannuation and Financial Services (the Hayne Royal Commission) exposed systematic failures in how large financial institutions handled customer calls. The regulatory response has driven demand for exactly the kind of comprehensive monitoring Daisee provides.

The Company

Daisee was founded in Sydney and has built its customer base primarily among Australian financial services, insurance, and contact centre operators. Its founders came from backgrounds in enterprise software and contact centre technology: giving the company deep understanding of the operational realities of the markets it serves.

The company has expanded into the New Zealand and UK markets, where similar compliance drivers exist in regulated industries.

What This Means for Smaller Businesses

Daisee’s primary market is contact centres with hundreds of agents: not the three-person team at a small business. But the underlying technology is becoming accessible at smaller scale through platforms like:

Gong and Chorus. AI call analysis tools popular with sales teams, now used by SMEs with as few as 5 salespeople.
tl;dv and Otter.ai. Transcription and summary tools that bring basic call intelligence to any business for a few dollars per month.
Curious Thing (also Australian). AI voice agents that handle outbound calls and log structured outcomes automatically.

🦅 The practical takeaway: If your business relies on phone conversations: sales calls, service calls, consultation bookings: you have a largely invisible dataset sitting in your call recordings. Even basic AI transcription and analysis tools reveal patterns in how customers describe their problems, what objections they raise, and where conversations break down. That intelligence is genuinely valuable and increasingly cheap to access.

Daisee is headquartered in Sydney. Learn more at daisee.com.

📋 Browse all Australian AI company profiles: Australian AI Companies: The Complete Guide by Industry (2026) →

This profile is part of SmallBizAI.au’s guide to Australian AI companies by industry and our Australian AI Companies directory.

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