Spearfish.ai
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Financial Services · Contact Center Intelligence

Your compliance calls are closing cases, not building trust.

Banks, lenders, and wealth managers spend millions on contact center operations — then fly blind on whether disclosures were understood, agents showed genuine empathy, or calls are quietly building complaint risk. Spearfish changes that.

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◆ Voice · Chat · Email ◆ Banking · Lending · Wealth ◆ 100% call coverage
The Problem

What your current analytics can't tell you.

Traditional call center tools count calls and spot keywords. In financial services, that's not just insufficient — it's a liability.

Before Spearfish
  • ✕You know the required disclosure was spoken — you can't prove the customer understood it, or that it was delivered with care.
  • ✕QA reviews 1–3% of calls. The other 97% are invisible when regulators come knocking.
  • ✕Regulators ask about outcomes. Your dashboards only show activity: volume, handle time, resolution codes.
  • ✕Satisfaction scores drop. You run focus groups and guess — by the time you find the cause, complaints are filed.
  • ✕Your top performers leave — and their winning behaviors walk out the door with them.
With Spearfish
  • ✓Comprehension is measured separately from delivery — you know the customer confirmed understanding, not just that the phrase was said.
  • ✓Every call, every channel scored against your standards. 100% coverage means evidence, not samples you hope hold up.
  • ✓Outcome-linked metrics flag calls building complaint risk — you intervene at the conversation level, not the lawsuit level.
  • ✓Leading indicators surface 6–8 weeks early. You see empathy trending down in a team and fix it before it hits CFPB data.
  • ✓Winning behaviors are extracted and encoded — every agent performs like your best agent, from day one.
Use Cases

Built for how financial services actually operates.

Four places where contextual intelligence refocuses QA on the calls that actually move the needle on rework, complaints, and regulatory exposure.

Risk Focus

Find the conversations driving real business risk… not just the ones with low CSAT scores

Refocus QA on the calls that actually move the needle on rework, complaints, and regulatory exposure.

Coaching

Tell the difference between agents who assess customer needs and agents who read scripts

Build coaching plans based on substance, not surface-level call adherence.

Disputes

Audit dispute and resolution conversations for clarity and accuracy

Catch the patterns that drive escalations, repeat calls, and customer complaints.

Eligibility

Identify when agents are recommending products customers don't qualify for

Surface the eligibility gaps in your team's recommendations before they show up as rework or complaints.

Contextual Metrics

Intelligence your dashboards have never produced.

MetricScope
Disclosure Comprehension RatePer call type
Agent Empathy Score100% coverage
Intake Completeness RateFirst-call accuracy
Escalation Risk ScorePre-complaint detection
Sentiment TrajectoryCall arc, not snapshot
True Resolution RateOutcome, not code
Cross-Sell Opportunity QualityContext-matched

Traditional analytics tell you what happened — the call lasted 8 minutes, was marked resolved, the disclosure phrase was spoken. Contextual intelligence tells you what actually happened: the customer was confused, the agent moved on anyway, and now you have a CFPB complaint you could have prevented.

Spearfish Whitepaper — What is Contextual Intelligence?
How It Works

Deployed in days. Results from day one.

Spearfish sits on top of the contact center platform you already operate — without replacing anything.

Works with Genesys Five9 NICE Talkdesk Amazon Connect
⇄

Connect your platform

REST API integration with your CCaaS, CRM, and workforce management systems. No rip-and-replace, no new data collection infrastructure. Connect what you have.

✎

Define what matters in plain English

Describe what you want to measure — "Did the customer confirm understanding of the APR disclosure?" — and Spearfish applies it to every interaction.

◈

Get intelligence across 100%

Not keyword detection. Not scorecard replication. Contextual meaning extracted from every voice, chat, and email interaction — scored against your standards, not generic benchmarks.

➤

Act before problems get costly

Coaching alerts fire before complaint trends appear in your CTM data. Leadership sees leading indicators 6–8 weeks ahead of lagging scores.

Compliance & Risk

Regulator-ready evidence. Not just scripts.

◎

CFPB — Consumer Financial Protection

Move from "we trained our agents on the required disclosures" to "94% of disclosures were delivered with confirmed customer understanding — here are the 6% where it wasn't, and what we did about it." That's the difference between hope and evidence.

⚖

Fair Lending — Consistent Treatment at Scale

Measure whether agents deliver the same quality of explanation, empathy, and option-presentation across all customer segments. Contextual intelligence surfaces disparities in service quality before they become fair-lending exposure.

◊

Collections — FDCPA & UDAAP Monitoring

100% call monitoring means every collections interaction is evaluated for tone, disclosure accuracy, and regulatory adherence. Not a random sample — every call, automatically flagged, logged, and available for review or audit.

⬡

Enterprise — GDPR, CCPA & HIPAA Framework

Enterprise-grade encryption for data at rest and in transit, with a full compliance framework for financial services data requirements. Your data stays yours — Spearfish surfaces the intelligence; you own and control the underlying interactions.

Get Started

Stop guessing what's happening in your contact center.

Connect your existing recordings and systems. Get actionable intelligence in days, not months.

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