Compliance teams review thousands of calls, emails, and texts each month for regulatory violations, script adherence, and conduct issues - while knowing they can only sample a fraction of interactions.

Most lenders respond by increasing sample sizes, adding QA headcount, or accepting coverage gaps. Marshall offers a different approach.

What Marshall Does

Marshall is Salient's AI compliance and QA agent. Marshall monitors every call, text, and email - both human and AI-handled - flagging potential compliance issues and generating exam-ready documentation.

Marshall doesn't just score interactions or generate reports. It executes compliance work:

Reviews 100% of interactions across all channels Marshall ingests recordings, transcripts, and messages from your contact center and AI agents. Every conversation gets monitored - no sampling bias, no coverage gaps. Traditional QA reviews 2% of calls. Marshall reviews everything.

Flags compliance risks in real time Marshall applies your policies and consumer protection standards to every interaction. It catches prohibited language, contact rule violations, missing disclosures, and UDAAP-style risks as they happen - surfacing issues that would stay hidden until an examiner finds them.

Generates exam-ready evidence automatically Marshall produces the documentation compliance teams and regulators need: per-interaction scorecards, representative examples of compliant and non-compliant interactions, issue logs with time-stamped clips, and trend analysis showing how issues were detected and addressed.

Creates coaching queues with flagged interactions When Marshall identifies agent behavior that needs attention, it automatically generates coaching queues with specific examples. QA managers receive flagged interactions with timestamps, severity ratings, and context - ready for review and agent development.

How Marshall Works in Your Environment

Marshall integrates with your existing contact center and compliance infrastructure - monitoring conversations wherever they happen.

Ingest all interactions Marshall connects to your contact center platform, email systems, and SMS tools. It processes recordings, transcripts, and message threads in real time - creating a complete record of every customer interaction.

Apply your compliance rules Marshall monitors against your specific policies plus federal and state consumer protection requirements. You define what constitutes a violation, what triggers escalation, and what generates coaching flags. Marshall enforces those standards consistently across every interaction.

Surface what matters Marshall doesn't just flag violations. It categorizes issues by severity, identifies patterns across agents and teams, and surfaces trends that indicate systemic problems. Compliance teams see high-priority risks immediately.

Feed your compliance systems All findings write directly into your compliance management system. Issue logs, remediation evidence, and QA scorecards integrate with your existing workflows - no manual data entry, no separate tracking tools.

What Marshall Monitors

Marshall applies compliance standards across every interaction type:

Contact rules & timing Frequency caps, time-of-day restrictions, cease-and-desist compliance, wrong-party contact, third-party disclosure violations

Debt collection conduct Prohibited language, harassment indicators, false or misleading statements, threats, obscene language, disclosure requirements

Disclosures & fees Required mini-Miranda warnings, validation notice delivery, fee explanations, payment processing disclosures, account status updates

UDAAP-style risks Unfair, deceptive, or abusive practices - misleading statements about consequences, unclear terms, aggressive tactics, pressure to make immediate decisions

Credit reporting & disputes Accuracy in reporting, dispute handling procedures, furnishing compliance, required notifications

Fair lending & service member protections SCRA compliance, Military Lending Act requirements, equal treatment indicators

Outputs & Workflows

Marshall produces evidence your exam team will actually use:

Per-interaction scorecards Policy adherence scoring, disclosure compliance, conduct assessment, tone analysis - every conversation gets evaluated against your standards.

Agent-level and team-level dashboards Performance trends, violation rates, coaching needs, improvement tracking. See which teams excel at compliance and which need support.

Auto-generated coaching queues Flagged interactions sorted by severity, with time-stamped clips and specific policy violations identified. QA managers can review and address issues immediately.

Issue logs designed for compliance management systems Structured documentation showing how issues were detected, escalated, and addressed - with trend analysis and remediation evidence built in.

Exam and Audit Support

When examiners arrive, Marshall delivers what they need:

Representative interactions demonstrating compliant handling across call types and scenarios - plus flagged examples showing how violations were caught and corrected.

Documentation showing how issues were detected, escalated, and addressed - with timestamps, agent actions, and remediation steps clearly tracked.

Trends over time proving your monitoring system works - showing declining violation rates, improved disclosure delivery, and sustained compliance performance.

Real Results

One Salient customer monitors 10,000+ interactions monthly with Marshall, achieving full compliance coverage that manual sampling can't match.

This represents actual risk mitigation - violations caught before they become patterns, coaching delivered while issues are fresh, and exam-ready documentation available on demand without adding QA headcount.

Implementation

Marshall deploys across compliance operations in weeks. Salient integrates with existing contact center and compliance systems, configures Marshall around your policies and monitoring requirements, and validates detection accuracy before launch.