Call Intelligence Training Guide
Everything you need to know about how Perennia AI analyzes, scores, and extracts intelligence from every borrower call.
What is Call Intelligence?
Call Intelligence is Perennia AI's automated call analysis system. Every borrower call you make or receive is automatically transcribed, analyzed, scored, and turned into actionable data — without you lifting a finger.
Think of it as having a junior loan officer, an underwriter, and a compliance officer all listening to every call simultaneously, taking perfect notes, and filing everything into the right place.
The Pipeline: Call to Intelligence
When a call ends, here's what happens in under 3 minutes:
Recording Capture
Inbound via AI Receptionist, outbound from dialer, click-to-call from any profile, or uploaded recordings from external calls.
Transcription
Speaker diarization (you vs. borrower labeled), word-level timestamps, confidence scoring. Deepgram Nova-2 primary, with automatic fallback providers.
AI Extraction
A single optimized AI call analyzes the full transcript and extracts structured data across six mortgage domains — each with confidence scores.
Post-Call Automation
Five automations run simultaneously: AI summary, action items, follow-up SMS draft, compliance score, and sentiment analysis.
Parallel Agent Analysis
Three specialized AI agents process the call: The Scribe, Junior LO, and Underwriter — each generating artifacts for your review.
QA Scoring
Every call scored on 10 weighted criteria. Scores feed into coaching dashboards and performance reviews.
AI Extraction: Six Domains
One optimized AI call extracts structured data across all six mortgage domains. High-confidence extractions (85%+) are auto-approved. Low-confidence items go to your review queue.
| Domain | What It Extracts |
|---|---|
| Identity | Name, DOB, SSN (last 4), contact info, email, phone |
| Property | Address, purchase price, occupancy, type, property details |
| Employment | Employer name, title, years employed, income type |
| Financial | Income sources, assets, liabilities, down payment, reserves |
| Compliance | Declarations (bankruptcy, litigation), required disclosures |
| Intent | Loan purpose, timeline, co-borrower info, preferences |
PII Security: Full SSNs are never stored — only the last 4 digits. All PII is redacted before being sent to the AI for analysis.
Post-Call Automation
After extraction, five automations run simultaneously:
AI Summary
Four flavors: Quick (5 bullets), Standard (2 min read), Executive (manager-focused with conversion probability), and Coaching (training-focused with improvement areas).
Action Items
Tasks mentioned during the call are extracted and created in your task dashboard with title, priority, due date, and owner assignment.
Follow-up SMS Draft
A personalized 160-character follow-up text is drafted referencing call-specific details. Review and send with one tap.
Compliance Score
Seven dimensions: TRID disclosure (25%), fair lending (20%), consent (15%), rate accuracy (15%), identity verification (10%), fee transparency (10%), DNC (5%).
Sentiment Analysis
Borrower sentiment tracked through the call. Overall trajectory (improving/stable/declining), negative moments flagged, risk alerts if call ends negative.
Recording Consent Check
Detects required consent disclosures in the first ~2 minutes. State-specific rules for two-party consent states (CA, FL, IL, MD, MT, NE, NH, PA, WA).
Three AI Agents on Every Call
Once the transcript is ready, three specialized agents process the call simultaneously:
The Scribe
Comprehensive Recap
- 5 C's of Credit analysis (credit, capacity, collateral, character, cash)
- Key decisions and commitments made during the call
- Next steps for both you and the borrower
Junior Loan Officer
Application Analysis
- Pre-qualification calculation based on stated income/assets
- Debt-to-income (DTI) analysis
- Document requirements identified from conversation
- Loan product recommendations
The Underwriter
Risk Assessment
- Risk flags by category: credit, income, employment, property, compliance, assets, DTI
- Severity ratings: low, medium, high, critical
- Specific file concerns to address before submission
All artifacts generated by these agents appear in your review queue. Nothing is applied to the loan file until you approve it.
QA Scoring: 10 Criteria
Every call is automatically scored on 10 weighted criteria:
| Criteria | Weight |
|---|---|
| Greeting Quality | 10% |
| Active Listening | 12% |
| Problem Resolution | 15% |
| Product Knowledge | 12% |
| Communication Clarity | 12% |
| Empathy & Rapport | 10% |
| Compliance Adherence | 12% |
| Call Control | 7% |
| Closing Technique | 5% |
| Professionalism | 5% |
Live Call Whisper
During active calls, AI suggestions appear on your screen in real time. The borrower never sees or hears them. Delivered within 2 seconds.
Call Screening
Before a call reaches you, multi-tier screening runs automatically:
The Review Queue
When the AI isn't confident enough, items land in your review queue:
- - Extractions below 85% confidence — review the value against the source transcript
- - Three decisions: Approve (accept), Reject (discard), or Modify (correct the value)
- - Bulk actions — approve or reject multiple items at once
- - Priority sorting — lowest confidence items appear first
Security & Compliance
PII Protection
Full SSNs never stored. Only last 4 digits captured. All PII redacted before AI processing.
Encryption
All transcripts encrypted at rest and in transit. GLBA-grade data protection.
Consent Detection
Two-party consent state detection built in (CA, FL, IL, MD, MT, NE, NH, PA, WA).
Audit Trail
Complete logging on every access, extraction, and review decision. Compliance-ready.
Tips for Best Results
Use the built-in dialer or AI receptionist — external calls need manual upload
Review low-confidence extractions daily — the more you review, the better the system
Check your QA scores weekly — identify trends in call performance
Use follow-up SMS drafts — they're personalized to each call, review and send in minutes
Don't ignore risk flags — the underwriter agent catches things you might miss on a busy day
Say "this call may be recorded" in the first 2 minutes, especially in two-party consent states
FAQ
Do borrowers know the call is being analyzed?
The standard recording disclosure covers this. No additional disclosure is required for AI analysis of calls you're already recording.
How long does processing take?
Transcription completes within 30-60 seconds. Full analysis (extraction, summary, QA scoring) completes within 2-3 minutes of call end.
Can I search across all my call transcripts?
Yes. Every word is indexed and searchable. Search by borrower name, topic, date range, or keywords.
What if the AI extracts something wrong?
Use the review queue to correct it. Low-confidence items are flagged automatically. You can also manually review any extraction.
Does this work for video calls?
Yes, if audio is captured. Video meeting recordings are processed through the same pipeline.
Is my data secure?
All PII is encrypted at rest and in transit. SSNs are stored as last-4 only. Transcripts are redacted before AI processing. All access is audit-logged.
Ready to see it in action?