Coffee with Callbi – Smarter Insights, Simpler Analytics

Introduction: A Growing Community of Practice

Our ninth edition of Coffee with Callbi was another lively and informative session. What started as a technical briefing has developed into a genuine community gathering where users, clients, and colleagues share insights and experiences. Joining me on the panel were Corey Springett, Henriette Potgieter, and Nosihle Mbatha. Each brought a unique perspective from their areas of expertise, transforming the discussion into an engaging and collaborative conversation about real-world outcomes.

The Callbi Assistant – Always on Hand to Help

Henriette began the session by introducing recent enhancements to the Callbi Assistant, our integrated learning companion. The Assistant continues to expand in capability, helping users to build queries, set up rating sheets, and navigate the platform with step-by-step guidance.

Corey described the Assistant as “a quick, intuitive way to find help when you need it most,” comparing it to a smart, context-aware search engine built directly into Callbi. Nosihle added that many clients now use it as their first point of reference instead of calling support, which is exactly how it was intended.

Importantly, the Assistant draws its responses solely from Callbi’s training and documentation materials, never from client data. This commitment to responsible AI remains a fundamental aspect of how Callbi operates.

Dashboard Enhancements – Flexible and Functional

Henriette then revealed the latest updates to the Dashboard Overview. Users can now filter results by team, date range, or specific metrics and export a ready-to-share PDF snapshot with just one click. Another popular addition is the ability to resize and rearrange dashboard cards. This small change gives users the freedom to design a view that suits their role and reporting needs. Corey explained that Callbi’s dashboards are deliberately simpler than traditional BI tools. They are designed for people who manage customer experience, not data engineers. The focus is on clarity, relevance, and ease of use. 

Rating Sheets – Transforming Quality Assurance

The Rating Sheets feature continues to have a significant impact. Henriette highlighted that clients are completing evaluations twice as quickly as before, thanks to automated objective scoring through queries. Only softer skills, such as empathy, tone, and product knowledge, require manual input. Everything else is managed automatically, with complete audit trails and workflow notifications. Nosihle encouraged users to continue sharing their feedback. Every suggestion helps to refine and prioritise future improvements. As one attendee remarked during the session, “It’s no longer about ticking boxes. It’s about improving every conversation.”

Call Summaries – The Power of AI in Practice

Henriette demonstrated the Call Summary tool, powered by Callbi’s own Large Language Model. It delivers concise, plain-English summaries of any call, regardless of the language spoken. Corey explained that this innovation saves hours of manual review and enables QA teams to concentrate on high-value coaching rather than routine listening. The next phase, he suggested, will include bulk summaries and auto-generated insights as part of the upcoming Callbi Advanced tier.

Transcript Improvement – Teaching Callbi to Listen Better

The Transcript Improvement tool is helping to enhance transcription accuracy across all clients. Henriette demonstrated how users can correct a single misheard word or phrase and submit it directly to Callbi for language-model learning. Corey explained that this approach is a “crowd-sourced refinement loop.” Only small, non-identifiable snippets of audio are used, making the process secure and fully compliant with POPIA and GDPR. He also reminded the audience that while some systems boast 90 percent accuracy in laboratory tests, the real world of noisy lines, accents, and mixed languages demands a more pragmatic approach. Callbi’s strength lies in its South African-built language packs, which now cover six major local languages and continue to evolve through user input.

Building the Case Study Programme

Rod introduced the Callbi Case Study Programme, an initiative to showcase how our clients are achieving success through speech analytics. Nosihle explained that each case study captures a client’s journey and presents it in a conversational, story-driven format. Henriette added that this not only highlights Callbi’s impact but also helps participating organisations demonstrate innovation to their own customers and stakeholders. Corey encouraged attendees to volunteer for upcoming interviews. He reminded everyone that the stories are about people and progress, not just technology.

Notifications and Innovation in Progress

Henriette gave a preview of the new Notifications feature, which will soon send instant in-app alerts and updates. She also announced a pilot project with AI Labs to explore automated extraction of ID numbers from transcripts for metadata tagging. Nosihle invited volunteers from the audience to take part in this early-stage initiative.

Reflections and Closing Notes

As we concluded, Corey reflected on how far the Callbi community has come since the first session in 2023. What started as a small idea has grown into a collaborative network of professionals who share ideas, test new features, and actively shape the product’s direction.

Henriette thanked everyone for their contributions and ongoing feedback, while Nosihle encouraged attendees to keep exploring the Rating Sheets and Call Summaries modules.

I finished the session by thanking my colleagues and the many loyal users who have helped make Coffee with Callbi such a success. I also reminded everyone of the upcoming events on the CX calendar, including the Collections Conference in Johannesburg and the BPESA Alchemy Awards in Durban.

If you missed the session or would like a personalised one-on-one demonstration of the latest features, we’ll happily arrange a time that suits you and your team.

Email: rod@callbi.co.za
Website: www.callbi.io to request your demo.

Callbi continues to demonstrate that smarter insights lead to better outcomes. The true strength of the platform lies not only in its technology but also in the people who use it every day to make a difference.