Sold by: Spring Labs
Deployed on AWS
Spring Labs is building the AI-native OS for operational risk and compliance in financial services. We combine conversational intelligence, agentic workflow automation, and embedded regulatory guardrails to automate post-contact operations - complaints, disputes, QA, issue management, and customer support - from intake through resolution.
Overview
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Zanko Complaints Agent for Banks / Fintechs
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Zanko Compliance Assist by Spring Labs is an AI-native compliance management platform purpose-built for financial institutions, fintechs, sponsor banks, and consumer lenders. It supports the automation of high volume compliance workflows - including consumer complaint identification, categorization, root-cause analysis, dispute intake, and regulatory response preparation - within customer-defined policies so compliance teams can scale oversight without scaling headcount.
Most financial institutions still rely on manual review to identify complaints buried inside customer conversations. That approach misses regulated complaints, slows resolution, and exposes the institution to CFPB scrutiny, UDAAP findings, and fair-lending risk. Zanko changes the equation. It can ingest customer interactions across phone calls, emails, chats, and tickets, then uses purpose-built conversational AI to identify potential complaints and classify them by product and root cause, surface potential high-severity issues based on configurable criteria (e.g., fair-lending and UDAAP-related indicators), and route them into the right workflow - all in near real time.
Includes AI Agents for the following:
Complaints Agent
Autonomously identifies potential complaints across channels, categorizes by root cause, supports severity-based triage, and assists in drafting response materials within defined workflows.
QA Agent
Scores conversations against your exact scorecards, flags coaching
moments and compliance gaps, and routes issues to supervisors - reducing reliance on sampling and manual tracking.
CX Agent
Discovers why customers contact you, tracks emerging trends in real time,
and surfaces experience gaps and friction points before they become
complaints or regulatory issues.
Highlights
- Complaint Detection & Classification, Regulatory Coverage, Financial Institution & Third-Party Oversight
Details
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Delivery method
Deployed on AWS
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months | Overage cost |
|---|---|---|---|
Conversation Review | AI-powered analysis and categorization of customer interactions - Ingests conversations (voice, chat, email) and applies its conversation intelligence engine to classify complaints by issue type, producing structured data from unstructured contacts. | $50,000.00 |
Dimensions summary
This listing bills through a single contract dimension: Conversation Review, priced by units. You pay based on the volume of customer interactions the platform reviews. Each unit covers the AI analysis of ingested conversations across voice, chat, and email. The engine classifies complaints by issue type and turns unstructured contacts into structured data. Because pricing tracks units of conversation review, your cost scales with how many interactions you process. There are no separate tiers or instance sizes to choose from. You commit to a contract term and pay according to your review volume.
Top-of-mind questions for buyers
One unit covers the AI analysis of a single ingested conversation. A conversation can arrive as a voice call, chat, email, or social channel contact. The engine processes each one, extracting over 200 structured data points and classifying complaints by issue type. Each interaction you send for review counts toward your unit total.
Cost tracks the number of conversations you send for review. More interactions processed means more units consumed. If your interaction volume drops, fewer units are used. Because the platform scores every conversation rather than a sample, your usage reflects total contact volume, not a fixed subset.
The pricing table lists a single dimension: Conversation Review units. Downstream steps like severity grading, root cause classification, response drafting, and regulatory log generation flow from that same analysis. There are no separate line items shown for these steps. For exact scope of what each unit includes, contact the vendor.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Standard Support (included with every Zanko subscription)
Access to all generally available updates, upgrades, enhancements, fixes, and new versions of the software
Access to the online support portal
Premium Support (optional add-on, billed at $350/hour)
Dedicated support personnel
Faster response times
Phone support
Defined escalation path
Proactive monitoring
Training and education
Coverage: Monday - Friday, 8am - 5pm Pacific, excluding holidays
Customer obligations: prompt notice of issues, detailed issue descriptions, assigned primary contacts, good-faith cooperation on investigation
Consulting & Customization Services (optional, billed at $250/hour)
Training and education
Performance optimization
Security audits and compliance support
Workflow analysis and process improvement
Data strategy, governance, and planning
Product customization (good-faith effort) to enhance the customer's use of Zanko
Bundled Services Hours
20 Annual Training & Change Management Support Hours
20 Annual Customization Services Hours
API integration into 3rd-party REST APIs or supported applications
support@springlabs.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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