Kalle, the assistant

Kalle is Caller’s assistant. It sits at the bottom of the sidebar and does two things: it walks you through the initial setup, and it answers questions, both about how the app works and about your own calls.

In a new account, Kalle’s panel shows the steps left before your first call is scored: create a template, add your team, upload a call and see its analysis. It tracks your progress on its own and takes you to the screen for each step. Below, it suggests two optional steps: organizing calls into campaigns and adding knowledge documents.

How something works. Where an option is, what a status means, how a call is scored, how to send recordings through the API. Kalle looks the answer up in this documentation and links the page it took it from.

How do I make a criterion mandatory?

What alternatives are there to uploading calls by hand?

Your figures. Kalle sees the data from your analyzed calls of the last 7 and 30 days: scores by campaign, agent, topic and criterion.

Which agent needs most support?

Why is the score going down in Retention?

What was said in the calls. It searches calls by their content and links you to them.

Show me calls where the customer threatens to leave

It answers in the language you write in.

• It does not change anything in your account. It explains and shows you where. You make the change.
• It does not make up figures. It uses the ones it has in front of it. If you ask about a period other than the last 7 or 30 days, or about data it cannot see, it tells you which screen to find it on.
• When it explains why a figure changes, it is reasoning, not stating a fact. It tells you which campaign, agent or criterion has gone down. You decide the underlying cause by listening to the calls.
• It does not answer questions unrelated to Caller.

Kalle is an AI and can get things wrong. If an answer about the product does not match what you see on screen, the screen is right. It helps us if you tell us at caller@sumgrey.com.

There is a maximum number of questions per day for each account, shared by everybody who works in it. When you reach it, Kalle tells you and answers again the next day.

Everybody who works with the account: the owner, administrators, supervisors and viewers. Each has a conversation of their own, which nobody else sees. Agents and clients with an access of their own do not have Kalle.