The engine behind your customer intelligence.
Pulse is Malted’s customer intelligence system. It continuously analyses 100% of your customer interactions and turns them into actionable intelligence.
Detect risks, harm and complaints early.
Improve customer journeys with real-time visibility.
Equip service and product teams with the insights they need.
Your customer data: your environment.
Pulse runs entirely inside your infrastructure. No data leaves your environment.
Wherever customers talk, Pulse listens.
Voice calls (telephony systems)
Chat and messaging platforms
CRM and case management records
Complaints and outcomes data
Turning conversations into outcomes
Complaint prediction
Predict the likelihood of a complaint for every interaction, enabling proactive intervention on the cases most likely to escalate.
Understand journey friction
Surfaces hidden bottlenecks in customer journeys and gives teams the insight to smooth them out.
Guidance vs advice classification
Distinguishes between regulated advice and guidance, ensuring every conversation meets FCA standards.
Attrition prediction
Detects early signs of dissatisfaction so you can act before customers churn, strengthening long-term loyalty.
Customer harm prevention
Identifies emerging issues across interactions before they cause widespread harm or regulatory breaches.
Regulatory reporting
Generates clear, evidence-backed Consumer Duty reports, showing how customer outcomes are monitored and improved.
Banks of the future are already using Pulse.
Leading banks, wealth managers and fintechs are using Pulse to transform how they oversee customer outcomes and meet regulatory expectations.
