Malted Pulse

Please note: Malted Pulse offers competitive private pricing options not configurable in this public listing. To discuss your requirements further, please visit https://malted.ai/book-a-demo.

Malted Pulse is a cross-channel customer intelligence platform purpose-built for regulated financial services — enabling organisations to understand, measure and improve every customer interaction across operations and risk.

Out of the box, Pulse delivers:

• Thread analysis — evidence of operational effectiveness across 100% of journeys

• Reason-for-call analytics — insight into demand drivers and process gaps

• Failure demand detection — highlighting repeat contacts and rework

• Customer frustration detection — identifies emotional or service friction across conversations, helping prevent escalations, complaints, and customer churn

• Complaint root causes — early warning for regulatory risk

• Support staff performance – benchmark support staff quality and training needs

• Outcomes and vulnerability detection – supporting Consumer Duty reporting

• Search and reporting — instant access to conversation evidence for QA and audit

Each module is configurable, allowing users to tailor analysis to their definitions of success, outcomes, and operational metrics.

Unlike generic LLMs, Pulse uses small, specialised language models that “show their working” and can be deployed entirely within a client-controlled environment, ensuring data never leaves their cloud.

Malted operates as a data processor with no subprocessors, delivering a single-tenant architecture where all client data and models remain isolated. This means full data sovereignty, version-controlled software and AI models, clear audit trails and trusted cloud deployment protocols.