[Caligula]

Do you do some type of machine learning or actually manually process calls and offer feedback? Is each agent call transcribed?

[dariaevdo]

The current process on most sales teams is managers listening to 2 or 3 call recordings per rep per week (out of hundreds) and basing feedback on that, so having data across dozens and hundreds of calls is a huge win for them. We can transcribe every agent call, but typically don't have to. It's a combination of both ML and human QA'ing when necessary.