credit reporting

A wrong score can cost someone their home. Every dispute matters.

AI and multilingual agents handle dispute intake, report requests and status updates in 65+ languages — and route identity theft, score questions and dispute decisions to your own teams.

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Person analyzing finance report with graphs at desk, ideal for business concepts.

how it plays out

Real contacts, minute by minute.

Phone English

“There’s an account on my report that isn’t mine”

Possible identity theft goes to a person on sight.

A live agent verifies identity under your authentication rules
Records the account in question and what the consumer says happened
Opens the fraud-alert and dispute requests in your system for your team to process
Gives the case number and the next step your team has set

Case opened your team investigates

Web Chat Spanish

“Why did my score drop after I paid off my card?”

Score questions get your published explanation, not personal advice.

AI shares your published explanation of what can move a score
Does not analyze the consumer’s file or give personal tips
Routes file-specific questions to your consumer team
Links the consumer to your dispute page if they think something is wrong

Published info shared no personal credit advice

Email Korean

“I sent my dispute documents two weeks ago”

Dispute follow-up — consumers are anxious

Consumer emails in Korean asking about their dispute status
AI retrieves dispute case and confirms documents were received
Provides the current status and the date shown on the case
Sends link to track dispute progress in real time

Instant resolution status confirmed

SMS Vietnamese

“I need a copy of my credit report”

A report request should be simple and free of sales pressure.

AI verifies identity through your secure authentication flow
Sends your secure link to download the report
Confirms the consumer can open it
Does not offer paid products during the request

Report delivered no upsell

the team behind it

Faces, not a queue.

real members of the global team

Dispute and Report Support

Dispute intake and status updates from your case system
Identity-theft reports routed to your fraud team with a complete record
Calm handling of consumers worried about a home or car loan

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep a dispute attached to the item being challenged

A useful dispute record identifies which report entry the consumer challenges and why. Agree how your approved intake captures the report reference, disputed item and supporting-document reference. Preserve the consumer’s explanation instead of reducing it to a generic complaint tag. Your dispute team determines the investigation route and any correction to the report.

HeroDash custom fields can separate a report request, a new dispute and a follow-up on an existing case. Configure fields for the permitted case reference, document-receipt status and review owner. A status trigger can tag a routine case awaiting review and email the assigned agent. Keep sensitive documents in the repository your team approves and record only the references permitted in the support workspace.

For follow-up contacts, distinguish evidence received from investigation completed. Use the status and next step in your authorized case record, and route disagreements with an outcome to your consumer team. A customer-service conversation should identify the appropriate submission channel; it should not imply that a formal dispute was filed unless that submission is confirmed.

what comes off the call

The dispute intake record

Agree the required fields and permitted access during setup.

Permitted report and existing case reference
Specific report item the consumer challenges
Consumer’s stated reason for disputing that item

Supporting-document reference and confirmed receipt status
Dispute-review owner and approved submission channel
Current recorded status and confirmed next step

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Does receiving documents mean a credit dispute is resolved?

Receipt means the evidence reached the recorded destination. Investigation and any report correction are separate steps handled by the responsible team. Support communicates the status shown in the approved case record.

How should a repeat dispute enquiry be handled?

Find the existing case using your approved authentication process, capture the consumer’s new question or additional evidence reference and route it to the review owner. Do not promise deletion of an entry or an improvement in the credit score.

compliance

Workflow Controls

Dispute intake recorded in the format your team uses
Identity-theft cases routed to your designated team
Dispute handling follows your documented examination procedures
Consumer communications follow your approved scripts

also worth reading

start

Review your consumer dispute intake

Use a redacted case and your approved submission channels to agree what agents collect and what your investigators decide.

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