Caller documentation

Caller transcribes your call recordings, separates what the agent says from what the customer says, and scores each call with AI against the criteria you write. For each call you get a title, a summary, the topic, how it ended, how the customer felt and a score from 0 to 100, with the exact sentence that justifies each point.

Where to start

QuickstartCreate your account and a template, and upload your first call.

How it worksWhat happens to a call from the moment you upload it until it has a score.

Using the appUpload calls, review them, write templates and keep track of your team.

API and integrationsSend each recording from your telephony system and receive the result in your own systems.

Who each part is for

Using the app is written for the people who listen to calls and coach the team: quality managers, supervisors, heads of operations. You do not need any technical knowledge.

API and integrations is written for the people who connect systems. Each page gives the full request and examples you can copy. The data in the examples is invented: the keys, names and phone numbers do not belong to anyone.

What Caller does not do

Better to know now than halfway through a project:

It does not record calls. It works with the recordings your telephony system or calling software already produces.
It does not act during the call. The analysis starts when the recording arrives, not live.
The API only receives recordings. There are no requests for reading calls or results. Results go out by webhook, are shown in the app and can be exported to CSV.
Some announced features are not available yet. In the app they are marked “Coming soon”: collecting recordings from an SFTP folder or from S3 storage, connecting a CRM, the weekly summary by email and individual accounts for agents.

Help

Inside the app, Kalle answers questions about how each screen works and about your own numbers. For anything else, write to caller@sumgrey.com.