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AI agents force a rethink of contact compliance controls

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AI agents force a rethink of contact compliance controls

As AI agents take on more customer interactions, firms face a growing challenge: ensuring every call, message and engagement complies with regulatory requirements. The AI in Risk and Compliance 2026 report – co-authored by RegTech Analyst and Parker & Lawrence Research – delved into why AI agents are forcing a step-change in contact compliance. 

As part of the research for the report, Parker & Lawrence Research interviewed market leaders in the space to discuss contact governance and its changing role in the industry.

On this occasion, the firm spoke with Neal Keene, CTO at Gryphon, a company that markets Gryphon ONE, which applies regulatory requirements and enterprise policies at the point of customer engagement.

This interview was part of the wider AI in Risk and Compliance 2026 report conducted by RegTech Analyst and Parker Lawrence Research. To download the full report, click here. 

As AI agents take on a growing share of customer outreach, the way firms govern contact is coming under strain. Whether a single outbound call is lawful can hinge on consent, do-not-call status, local calling hours, frequency limits and exemptions, all of which shift by channel, purpose and jurisdiction, and can differ from one interaction to the next for the same customer.

The pressure is intensifying. 4% of reported AI activity now involves AI taking action rather than merely offering information or recommendations. Once AI moves into campaign, CRM and contact-centre workflows, governance has to keep pace at machine speed and across every channel a firm uses.



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