What is Heard?
The Big Picture
Section titled “The Big Picture”Heard is a customer intelligence platform powered by multiple AI agents and OpenClaw capabilities, designed to create a collaborative environment between artificial and human intelligence. It processes customer conversations through an analysis engine to produce actionable items, such as triage cards, action plans, customer profiles, and proactive alerts.
The core value of Heard is that it goes beyond basic analysis by taking action. Using configurable Human in the Loop controls, Heard can draft and send emails, create trackable cards such as support tickets, schedule meetings, and alert your team. All actions are performed strictly within the guardrails you define.
The Core Loop
Section titled “The Core Loop”Every conversation that enters Heard follows the same loop:
1. Ingest
Section titled “1. Ingest”Audio, email, chat, or transcript data is received through one of Heard’s integration channels. The pipeline validates the content and anonymizes any personally identifiable information before analysis.
2. Analyze
Section titled “2. Analyze”Heard’s AI engine processes the conversation and produces:
- A concise summary of what happened.
- A sentiment score indicating how the customer feels.
- A risk or opportunity score showing if the customer is at risk of churning, or if there is an upsell opportunity.
- Specific action items explaining the steps to take next.
3. Identify
Section titled “3. Identify”Heard matches the conversation to an existing customer record or creates a new one. It handles phone numbers, email addresses, and name matching automatically to unify customers across channels.
4. Build the Profile
Section titled “4. Build the Profile”After each interaction, the customer’s profile is updated with new facts. Information is deduplicated and stale data is superseded, keeping the profile current and concise.
5. Generate Action Plan
Section titled “5. Generate Action Plan”Based on the analysis and customer history, Heard generates a step by step Action Plan. For example, it might recommend sending a follow up email to apologize for a service issue and offering a 10% renewal discount.
6. Human in the Loop Gate
Section titled “6. Human in the Loop Gate”The Action Plan hits the HITL system. Depending on admin configuration, the system will do one of the following:
- Execute immediately if it is a low risk routine action.
- Start a time bomb countdown, which auto executes if no one intervenes.
- Wait for human approval before proceeding with high risk actions.
- Sit as a recommendation, serving only an advisory role without executing.
7. Execute and Collaborate
Section titled “7. Execute and Collaborate”Once approved, Heard carries out the required actions natively. Your team can then use your private OpenClaw assistant to converse with Heard, approve pending tasks, receive intelligent proactive briefings, and review the exact reasoning path the AI followed.