Jul 20, 2026
4 min read
Hear now supports direct connections to AI assistants like Claude, Copilot, and Cursor through the Model Context Protocol (MCP). This integration allows teams to query customer call data, trends, and reports directly within their preferred AI tools, eliminating the need for manual data exports or copy-pasting between platforms.
The Hear Platform MCP (Model Context Protocol) is now available for all users. This protocol acts as a bridge between the Hear conversation corpus and external AI assistants. By connecting your workspace, you provide your AI tools with a secure window into your customer interactions, including calls, chats, and tickets.
Once connected, you can ask your AI assistant specific questions about your contact center performance. For example, a sales leader can ask Claude to summarize common objections found in last week's discovery calls, or a CX leader can use Copilot to identify emerging sentiment trends across support tickets. The assistant retrieves the relevant data from Hear in real-time, ensuring that the insights are grounded in actual customer conversations.
For sales, marketing, and operations leaders, the value of customer data is often trapped within specific platforms. By bringing Hear data into tools like Cursor or Copilot, technical and non-technical users alike can integrate customer intelligence into their daily tasks. This makes your data more accessible and useful across the entire company.
This release also introduces operations summarizations for approval requests. When a team member requests an action within the platform, Hear now provides a concise summary of the operation, helping managers make faster, more informed decisions. This improvement streamlines the Quality and Coaching and Compliance and QA workflows by reducing the time spent reviewing individual tasks.
Alongside the MCP release, we have shipped several updates to enhance platform stability and security. We have introduced SCIM Directory Sync via BoxyHQ Jackson, supporting Azure AD provisioning. This allows compliance managers to automate user management and ensure that access to sensitive customer data is always up to date.
We have also refined our reporting engine to improve accuracy. The platform now pre-fetches distinct agent lists from project files to ensure reports reflect real-world staffing. Additionally, we have made report hallucination errors more readable by explicitly listing blocked values and field keys. These updates are part of our ongoing commitment to providing transparent, grounded AI insights that leaders can trust.
You can currently connect Hear to AI assistants that support the Model Context Protocol, including Claude, Microsoft Copilot, and Cursor. This allows you to query your customer conversation data directly from these interfaces.
Yes. Hear maintains strict security standards, and the new SCIM Directory Sync with Azure AD support allows for centralized, secure user provisioning. Data access through AI assistants is governed by the same permissions and privacy controls established in your Hear workspace.
The Platform MCP is now available to all Hear users. You can find the connection settings within your workspace, and our updated help center provides step-by-step documentation on linking your specific AI assistant.
This release includes faster rendering for the Data Explore interface, improved compliance sidebar visibility, and fixes for app-wide date-pickers. We have also repaired several reporting bugs to ensure that agent hyperlinks and unique-agent counts are accurately rendered in HTML reports.