AI Feature
AI Call Coaching: coach every agent from their own calls
AI reads the call and writes coaching for the agent, the strengths they showed, what to improve, the steps to practice and how a manager should coach it. Every point comes from what was said on the call.
14-day free trial · No credit card · Billed per answered call
Calls to coachToday
Written by a workflow
- Call Ends
- Transcribe Call
- Coaching
Maria L.with Jordan K.Google Ads · 5:12
0:005:12
“That sounds miserable in this heat. Let's get you cool today.”
“A new unit usually runs about $6,500.”
“Oh. I'd have to talk to my husband first.”
“I can have a technician there at 2 today. Does that work?”
“Okay, great. Bye now.”
CoachingAIFilled with AI
Jordan named Maria's problem before solving it ("That sounds miserable in this heat"), which kept a stressed caller calm, and turned the call into a booked visit by offering one specific time.
The price came too early. Jordan quoted $6,500 before asking about the unit or who decides, and Maria paused to check with her husband. Next time, ask first: "Before I price it, how old is the unit, and who else will help decide?"
The call also ended without a recap. Close with the time, the address and what the technician will do, so the caller knows what to expect. A 15 second close is worth role-playing with a team lead.
Keep the coaching supportive: start with the booked visit, then practice the pricing questions together.
Devon R.with Priya S.Meta Ads · 3:48
0:003:48
“Sure, let me stop you there. We have three options.”
“With 0% financing over 18 months, the mid option is about $140 a month.”
“Let me just jump in: removal's included.”
“For a 2,000 square foot home, the mid tier is the right size.”
“Great, feel free to call back when you're ready.”
CoachingAIFilled with AI
Priya explained financing in plain numbers ($140 a month), and Devon moved toward the mid option once he heard it. She also sized the system to his 2,000 square foot home instead of pushing a tier.
She cut Devon off twice, at the start and when he asked about removal, so his questions were never fully heard. Let the caller finish, and pause for two seconds before replying.
Devon was ready to choose, but the call ended with "call back when you're ready". Ask for the in-home estimate before hanging up: "Can we come out Thursday to measure? It's free."
Be direct: name the two moments she cut in, and set one goal, asking for the estimate on every call.
Ana S.with Sam T.Organic search · 2:56
0:002:56
“Hi Ana, I see you had a tune-up with us in March.”
“Is the repair covered by my warranty?”
“I think so? I'm not sure, honestly.”
“So that's Tuesday at 9, and I'll text you the technician's name.”
CoachingAIFilled with AI
Sam opened with Ana's history (her March tune-up), so she didn't have to explain her system again, and closed with the day, the time and the next step.
Sam wasn't sure whether the warranty covers the repair, and guessed. A guess about what's covered can turn into a complaint later. Keep the warranty sheet open, check before answering, or say: "Let me check that for you now."
Work on it together: ask how Sam would handle the warranty question, and agree on the answer.
What is AI call coaching?
AI call coaching is feedback for an agent, written from their own call. In Nimbata you add the Coaching step to a workflow after Transcribe Call, and on every call it runs on, AI writes a coaching plan in four parts, strengths observed, improvement opportunities, actionable coaching steps and a recommended coaching style. It uses only what was said on the call.
Coaching is one of three AI presets written from the same transcript, beside the AI action plan and the AI smart follow-up email.
How does AI call coaching work?
Pick the calls, add the Coaching step, and coach from the call.
Pick the calls to coach
Build a workflow that runs when a call ends, and add rules, like answered calls of more than a minute to your sales line, so only real conversations get coaching.
1Choose
Add the Coaching step
After Transcribe Call, add Coaching. It opens on Generate with AI with the coaching prompt filled in, ready to use as it is or to edit.
2Add
Coach from the call
The coaching lands in the call's Coaching field, marked Filled with AI, ready for your next one-to-one.
3Coach
Coaching your agents can act on
Every point tied to the call, with the step to practice and how to coach it.
Tied to what was said
Every point rests on a moment in the call. The prompt tells AI to use only what the agent showed and to leave out anything that doesn't apply.
Strengths and improvements
AI lists what the agent did well, like empathy, call control or accuracy, then the skills to refine, each tied to a moment or pattern from the call.
A step to practice, and why
For each point, what the agent should practice, why it matters to the caller or the outcome, and how to do it, with scripts, behaviors or exercises.
How to coach it
The recommended coaching style tells the team lead how to deliver it, collaborative, supportive or direct, from the tone of the call.
Coaching where your team works
Coaching is a field of your project, so a workflow can send it with the call by email, to Slack, your CRM, Google Sheets or a webhook.
Make the prompt your playbook
Edit the preset prompt to coach to your own script, like your greeting, your booking question or the offer of the month.
One call, coached
The coaching answers questions like these from every call.
- Did the agent show empathy?
- Did they ask for the booking?
- Was the price too early?
- Who decides?
- Did they recap?
- What should they practice?
- Why does it matter?
- How should I coach it?
Switch between the transcript and the AI coaching
- Agent: Thanks for calling Bright Air, this is Jordan. How can I help?
- Caller: Our AC stopped working last night, and it's 90 degrees in here.
- Agent: That sounds miserable in this heat. Let's get you cool today.
- … a minute about the unit and the house …
- Agent: A new unit usually runs about $6,500.
- Caller: Oh. I'd have to talk to my husband first.
- Agent: I can have a technician there at 2 today. Does that work?
- Caller: Yes, please.
From hang-up to coaching
The coaching is on the call before your next one-to-one.
- The call ends
Nimbata transcribes it
Only the calls your workflow rules pick.
- Moments later
Coaching is on the call
Strengths, improvements, steps to practice and a coaching style, in the call's Coaching field.
- Your next one-to-one
Coach from real moments
Read it on the call, or have a workflow send it to the agent's team lead.
Listening back vs AI call coaching
A manager can listen to a few calls. AI coaches every call you pick.
| Listening back to calls | AI call coaching | |
|---|---|---|
| Calls coached | The few a manager has time for | Every call your workflow picks |
| Time per call | The length of the call, and notes after | None. Read it in a minute |
| Feedback based on | What the manager noticed | Moments from the call itself |
| What the agent gets | Notes when there's time | Strengths, improvements and steps to practice |
| How to deliver it | Up to the manager | A recommended coaching style |
Who uses AI call coaching?
Sales managers
Coach every rep from their own calls, without listening to all of them.
Team leads
Walk into each one-to-one with moments and a step to practice.
Home services
Help the front desk turn more calls into booked visits.
Agencies
Show clients how their team handles the leads you send.
Frequently asked questions
What is AI call coaching?
AI call coaching is feedback for an agent written from their own call. Nimbata's AI reads the call's transcript and writes what the agent did well, what to improve, the steps to practice and how a manager should deliver the coaching.
How do I set up AI call coaching in Nimbata?
Build a workflow that runs when a call ends, add a Transcribe Call step, then add Coaching under Update Field. It opens on Generate with AI with the coaching prompt filled in. Add rules, like call outcome or talk duration, to choose which calls get coaching.
What does the coaching include?
Four parts. Strengths observed, improvement opportunities tied to moments in the call, actionable coaching steps (what to practice, why it matters and how) and a recommended coaching style for the manager, such as collaborative, supportive or direct. Anything that doesn't apply to the call is left out.
Can I change the coaching prompt?
Yes. The Coaching step comes with the preset prompt filled in, and you can edit it under "Tell AI how to fill this field", for example to check your own script or booking question. You can also set the field by hand instead of with AI.
Where do I see an agent's coaching?
In the call's details, in the Coaching field under Fields, marked Filled with AI. Your team can edit it like any field, and once someone does, the mark goes. The Coaching field is created the first time a workflow writes to it.
Does AI coaching need a call transcript?
Yes. Coaching needs a Transcribe Call step in the same workflow, so it runs on workflows that start when a call ends or when a team member updates a call. It isn't available on form workflows.
Can I send coaching to my team or my CRM?
Yes. Coaching is one of your project's fields, so a workflow can send it with the call by email, to Slack, to your CRM or Google Sheets, or to a webhook, depending on your plan.
Which plans include AI call coaching?
Pro, Marketing and Agency, the plans with workflows and call transcription.
Still unsure? Talk to a human
Everything you need for call tracking.
Coach every agent from their own calls, without listening to all of them.
- 14-day free trial, no credit card
- Billed per answered call
- 24/7 expert support
- No long-term contracts