Feedback does not wait
for the end of the month
In classic quality assurance an agent learns about a mistake weeks later, by which time the call is long lost. Callmenta works in two layers: an instant alert while the conversation runs, and evidence based coaching once it ends. Both ask what should happen next time rather than who did what.
While the conversation runs
The instant layer is never asked of a language model. Rather than waiting, it says the certain thing immediately.
Risky word alert
The moment a forbidden or risky phrase is typed, the alert appears in front of the agent. It is produced without asking the model, so there is no delay and no difference of interpretation.
Sentiment strip
After every customer message the direction of the conversation updates. The agent sees it hardening while it is happening, not once it is over.
Manager visibility
On the supervisor screen it is visible live which conversation is getting tense; if intervention is needed it happens before the conversation closes.
Support from the knowledge base
The agent does not switch screens to hunt for the right answer; a suggestion from the company's own knowledge base arrives in the same window.
Once it ends
A coaching note is not generic advice; it rests on the agent's own sentence.
Evidence is gathered
CALLAII reads the agent's calls in the given period together with risk tags, notes, attendance and tickets. It does not pass judgement from one bad call.
Concrete feedback
A strength, a critical development area and an action. The development area comes with the quote: which sentence, what was wrong with it, what could have been said instead.
The session opens itself
Where coaching is warranted the session record opens automatically; it does not wait for somebody to notice.
An owner is resolved
Who runs the session is resolved in order: first the company's own supervisor, and in a self managed company that company's own lead.
Who sees it, who owns it
The coaching record is written to one person but the notification goes to the whole responsible layer. The record does not get lost in one inbox.
- The session is assigned to a single owner, so ownership is never unclear.
- The notification reaches the entire responsible layer, so work does not stall if that person is on leave.
- The agent sees their own coaching note and development history on their own screen.
- The call and the quote a note rests on are always visible; no score is handed down from a closed box.
The limits of coaching
Measurement exists to fix the work, not to watch the worker. We drew the line up front.
We do not read emotion from voice
We do not produce an anger or stress score from an agent's tone of voice. Inferring emotion from an employee's biometric data in the workplace is prohibited by the EU AI Act; we never opened that door.
Behaviour instead
Interruptions, dead air and talk balance are measured directly from the recording. Instead of "you sounded angry" it says "you interrupted seven times": one is arguable, the other is fixable.
Not a disciplinary tool
A coaching note starts with a strength and ends with an action. The purpose is to improve the next conversation, not to rank people.
Open to challenge
The agent sees the rationale behind a score and can dispute it; a manager can correct the record. Where a speech recognition error is suspected the transcript is edited by hand.
Frequently asked
Does a live alert distract the agent?
The alert only appears when a risky phrase occurs; it is not an assistant that talks continuously. Because the instant layer is deterministic the false alarm rate is low, whereas a model driven one would produce a lot of unnecessary noise.
Who writes the coaching note, the AI or the manager?
CALLAII writes the draft from evidence and a person runs the session. The note is not a closed score; which call and which sentence it rests on is visible and the manager can change it.
Will agents see this as surveillance?
We did three things so they do not: the agent sees their own note and its rationale, they can dispute it, and the measurement looks at countable behaviour instead of reading emotion from the voice. Closed scores and emotion labels were the real source of distrust.
Does it only work in writing?
The instant alert and the sentiment strip work on written channels. On a voice call the coaching is produced after the call: analysis, quality score and coaching note arrive together.
We are a small team with no supervisor. Is it still useful?
It is. The session owner is resolved in order, so where there is no supervisor the company's own lead takes it. Since the coaching note arrives ready made, you do not need to build a quality team first.
Try it with your own team
In the demo we produce a coaching note from one of your real recordings. We read together what it rests on and how it looks on the agent's screen.