How do we explain a flag to model risk or an examiner?

Show them the check and the evidence. The check is a sentence your team wrote, such as "the rep does not tell the borrower they are approved before a decision." The flag shows the quote, timestamp and audio that triggered it. Reviewers can reject a flag, and audit logs keep the record of what was decided.

What does IT need to do to get calls into Hear?

Your telephony stays as it is. Calls reach Hear through SFTP, a REST API, a webhook from sources such as Genesys or Cisco, or a shared folder. Hear can also review chats, emails and tickets from your servicing channels.

We answer to several investors and loan owners. Can each set of requirements stay separate?

Yes. Each loan owner, program or department can be its own project, with its own checks, permissions and retention. Reports for one owner's oversight review show that owner's calls, scored against that owner's requirements.

Does this replace our call quality analysts?

No. Hear reviews every call so your analysts do not have to sample. They decide what each flag means, reject the ones that are wrong, and send the rest to the team that owns them. A person stays in every decision.

How accurate is the AI scoring?

Every score comes with the evidence behind it — the exact quote, its timestamp and the audio — so your QA team can verify it. Reviewers can mark an answer helpful or not, exclude a timestamp, or reject a flag outright, and that feedback is stored against the conversation. You bring your own scorecard; Hear applies it to every conversation you ingest.

How does the conversation reach Hear?

Conversations are ingested from your recording storage — via SFTP, our upload API, or a scheduled sync — then transcribed, scored and routed automatically. Flags land as soon as the conversation is processed, not on a QA analyst's next sampling round.

How is our data handled?

Hear is ISO 27001, ISO 27799 and SOC 2 Type II certified, and is designed to align with GDPR. Sensitive data is redacted, access is audited, and your conversations are never used to train models for anyone else. A full security review package is delivered on day zero.

Does it work with our existing stack?

Hear sits alongside your stack rather than replacing it. Every flag and score can be delivered by email, into Slack, as an assigned task, or over an outbound webhook — and there's a REST API your CRM or ticketing system can call, so the output lands where your team already works.

What happens in the demo?

Thirty minutes: we walk through real conversations in Hear, show the QA, compliance and coaching output with the evidence behind each one, and answer the questions your leadership has been asking. If you want it run on your own audio, we'll set that up separately under an NDA.

One simple license — no per-module pricing, no surprise add-ons. We'll give you a concrete number in the demo once we understand your volume.

Book a demo

AI for lending & mortgage contact centers

Audit-ready servicing calls, without sampling.

Examiners, investors and loan owners each ask what your reps told borrowers. Answer with the call itself, not a 2% sample.

Every servicing call reviewed. Your checks run on 100% of the calls you send to Hear, across customer care, collections and loss mitigation.
Obligations borrowers create, flagged. Spoken hardship, complaints and error claims surface with the borrower's words, routed to the team that owns them.
An evidence trail per call, with the quote, timestamp and audio behind each result, ready for an exam, an investor audit or your model risk team.

Proof, not promises

From sampling a fraction
to hearing 100%

Crocus & Primrose replaced manual call sampling with Hear — full coverage, faster QA, and coaching built on every conversation instead of a lucky few.

Conversation coverage

QA time reduction

Coaching efficiency

Sound familiar?

Where servicing risk hides between QA samples

“The regulator, an investor and a loan owner all asked for our call monitoring evidence this quarter.”
Each review asks the same thing in a different format: how do you monitor borrower calls, and what did you find? Hear checks every call against the requirements your team writes and keeps the evidence for each one, so every review draws on the same record instead of a fresh scramble through recordings.
“The borrower said "I lost my job" on the call. Nobody started a loss mitigation conversation.”
A spoken request for help can create obligations whether or not the rep recognized it. Write the check the way your policy reads. Hear flags hardship statements on every call with the quote and timestamp, and sends an assigned task to your loss mitigation team.
“A rep told a borrower "you're approved" before any decision was made.”
Reps under pressure reassure borrowers in ways that read like promises. Hear checks every call for approval language, foreclosure timeline statements and fee explanations your policies restrict, so your team can follow up with the borrower and coach the rep from the exact words.
“Model risk will not sign off on a score nobody can explain.”
Every check in Hear is a sentence your team wrote. Every flag cites the quote, timestamp and audio behind it, reviewers can reject it, and audit logs keep the record. Your governance team reviews the rule and the evidence, not a hidden score.

Signals

Checks a servicing compliance team writes in Hear

Your team writes each check in plain English, from your servicing policies, CFPB servicing rules, investor requirements and each loan owner's procedures. Hear runs them on every call and shows the line behind each result.

Compliance: Your conduct and disclosure rules
Agent evaluation: Your scorecard, every agent
Customer satisfaction: How the customer left
Regular: Anything else you want extracted

Signals

Lending & mortgage servicing · example project

Every conversation

Hardship stated by the borrower
ComplianceCustomer care
Flag
Customer
“I got laid off last month, and I don't think I can make the next payment.”
01:14
No approval implied before a decision
ComplianceLoss mitigation
Flag
Agent
“Don't worry, you're approved for the modification. Just keep sending the paperwork.”
04:37
Error claim or complaint made on the call
ComplianceCustomer care
Flag
Customer
“You put my payment toward fees instead of the loan. That's wrong, and I want it fixed.”
07:00
Repeated document requests
Customer satisfactionLoss mitigation
Flag
Customer
“This is the third time someone has asked me for the same bank statements.”
00:23
Caller verified before loan details
ComplianceCustomer care
Pass
Agent
“Before I discuss the loan, I need to confirm you're the borrower or authorized on the account.”
03:46
Payment arrangement recapped
Agent evaluationCollections
Pass
Agent
“To confirm, this arrangement covers the missed payment plus your regular amount, and you'll get the terms in writing.”
06:09

Illustrative examples. Your team defines the checks in plain English.

How it works

Live on your own conversations without an IT project

1
Connect what you already record
Recordings and transcripts arrive by SFTP, REST API, webhook or a shared folder. No change to your telephony or your recording setup.
2
Bring your rules
Your scorecard and your checks, written in plain English. Each department, desk or entity can run its own set.
3
Every conversation reviewed
Hear transcribes, redacts personal data and scores every conversation you send against your rules, not a sample.
4
Act on what matters
Flags arrive with the quote, timestamp and audio, by email, Slack or webhook, and become assigned tasks with an owner.

Security and governance

Ready for security review and model risk review

Borrower calls carry loan numbers, income details and hardship circumstances. InfoSec and your model risk team will review Hear before anything else. Here is what they will find.

ISO 27799, ISO 27001, SOC 2 Type II and GDPR compliance badges

Review our Trust Center

Borrower data redacted
Hear removes names, emails, phone numbers, addresses, IDs, card and account numbers as it processes each call, and stores audio encrypted at rest.
Rules a reviewer can read
Each check is plain English your team wrote. Each flag cites its quote and timestamp, and a person makes the final decision.
Separate projects per program
Each loan owner, program or department can have its own project, with its own checks, permissions and retention.
Access and audit logs
SSO/SAML, SCIM directory sync, role-based permissions, audit logs and private tenants. Details at trust.hear.ai.

Frequently Asked Questions

Find quick answers to the questions buyers ask us most

Still have questions?

Ask them on the call — we’ll answer with the product open.

Book a demo

See what your servicing calls would show an auditor

Book a demo. The next step is a fixed-scope pilot: we audit a sample of your past servicing calls against the checks you write and show you the hardship statements, complaints and misstatements we find.

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Proof, not promises