How it works
It starts with a conversation. It ends with a business that listens.
Spearfish attaches to the systems you already run, in the cloud and on premise. Every interaction becomes signal, joined to the data your business runs on. That layer is what your AI workers stand on.
The path, start to finish
Four steps from one interaction to outcomes across the business.
Connect to what you already have
Cloud, on premise, or a mix of both. Spearfish attaches on top and reads what is already there. No rip and replace, no migration, read-only to start.
Cloud
On premise
Bot handled interactions still count. When a vendor AI agent takes the conversation, the conversation is still signal. Automating a channel should never mean going blind on it.
Relate the conversation to the record
This is the join nobody else has. Which interaction belongs to which account, which claim, which order, and what the business already knew before the customer ever reached out.
Apply signals
On every interaction, every day. Not a sample, not a scorecard, not a monthly export.
The contextual intelligence layer
Conversation signal, joined to the data your business runs on.
Not a report and not a model. A living layer that gets deeper every day it runs, and belongs to you rather than to any one worker or vendor.
Every interaction, every channel, continuously. Coverage is not a setting.
Swap a worker, add a worker, change a vendor. The context stays yours.
Each worker writes back into it, so the next one starts further ahead.
What the business gets
AI workers stack on that layer. Here is what comes out the other side.
The department everyone else comes to for answers instead of the one nobody looks at.
The behaviors that win, made repeatable. The accounts at risk, surfaced while there is still time.
Contact drivers ranked by what they cost to serve, tied back to the process that created them.
Evidence held together as one artifact instead of assembled under deadline.
The exact language that confused people, fed back before the next spend cycle.
How the workers stack
The bottom tier never stops. Everything above it gets to assume.
Foundation workers
The tactical work that eats the day and produces nothing on its own. Research, data collection, summarization, and qualification. Spearfish handles it automatically, on every interaction, without anyone asking. Nobody logs into a new tool and nobody remembers to run anything. It is simply always done.
Pulls the account, the history, and prior contacts into one place before anyone goes looking.
Captures and enriches the record across every system involved in the interaction.
Writes what happened and puts it where the next person will look for it.
Categorizes, dispositions, and tags every interaction consistently, with no variation by person or shift.
Workers that read what tier one wrote
Because every interaction arrives already researched, summarized, and qualified, a worker on this tier spends its effort on explanation rather than collection. Take quality as the example. A Spearfish QA worker starts where scoring ends.
Which behaviors actually move a customer to resolved, retained, and satisfied.
Which ones lead to escalation, repeat contact, and churn, with the evidence attached.
When the script was followed and the outcome still went wrong, the process is the finding.
The approach your top performers take, described specifically enough to coach.
Workers that leave the contact center
Once the drivers of positive and negative outcomes are established, the same layer answers questions that were never a contact center question to begin with. The signal enters once and reaches everyone with a reason to act on it.
The output
Every morning, one page. The 96% you can ignore and the 4% you cannot.
Coverage is only useful if somebody reads it. So the layer does the reading. Every day it clears the interactions that resolved the way they were supposed to, and brings forward only what changed, broke, or is about to.
Illustrative proportion, not a measured customer result.
One sentence in the refund policy is generating calls
- Evidence
- 23 interactions this week, all quoting the same clause back to the agent.
- Recommended action
- Rewrite the clause and the help article. Draft is ready.
- Waiting on
- Operations lead approval
An enterprise account changed tone across three calls
- Evidence
- Sentiment down on every contact since the billing change. Renewal in 41 days.
- Recommended action
- Route to the account owner with the three transcripts attached.
- Waiting on
- Account owner acknowledgement
A required disclosure was missed on six interactions
- Evidence
- One team, one shift, checked against the policy version in force that day.
- Recommended action
- Coaching note drafted, evidence packet assembled for the file.
- Waiting on
- Compliance review
A new objection appeared 41 times yesterday
- Evidence
- Language traced to last week's pricing page change. No enablement exists for it.
- Recommended action
- Response drafted for the team. Marketing notified with the exact phrasing.
- Waiting on
- Sales enablement approval
What happens next
It does not stop at telling you. It drafts the work and waits.
Every item on that page arrives with the action already prepared. The policy edit is written. The customer email is drafted. The coaching note exists. Nothing is sent until a person says so.
Across every interaction, not the ones somebody thought to check.
Policy, process, product, or person, with the evidence held to it.
The email, the article edit, the CRM update, the coaching note. Written and ready.
Full context and evidence in front of them. Approve, edit, or decline.
Start with the problem that hurts most this quarter.
Connect the systems you already run, cloud or on premise. Start with one worker, on one problem, and let the layer build underneath it.