Malted AI

Malted is a customer intelligence platform for financial services that analyzes every customer interaction across voice calls, chat, messaging, email, CRM records and complaints data. Rather than sampling a fraction of conversations for quality review, it processes all of them to surface complaints, journey friction, churn signals and emerging customer harm before they become regulatory problems. The company builds its own small language models specifically for financial services rather than adapting general purpose models. It is designed for UK banks, building societies and wealth managers operating under Consumer Duty and related conduct rules. Capabilities that matter include early complaint detection and prediction, distinguishing advice from guidance in conversations, automated Consumer Duty reporting, churn prediction from early signs of dissatisfaction, and identification of customer harm ahead of a breach. Each customer runs in a single tenant, isolated deployment with data residency options, SSO, role based access control and full auditability, with logged actions and traceable model versions. Pricing is not published. Malted sells through demos and enterprise engagements, so cost depends on the institution's channels, volumes and deployment requirements. Buyers should note that the product is deliberately narrow: it serves regulated financial institutions in the UK and is not a general contact center analytics tool for other sectors.