Privacy Policy

CallSteer ("CallSteer," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our real-time AI coaching service.

1. Information We Collect

Account Information

When you create an account, we collect:

• Company name and business information
• Contact name and email address
• Team member names
• Billing information (processed securely by Stripe)

Business DNA Information

To personalize coaching suggestions, we collect information about your business including:

• Industry and services offered
• Target customer profiles
• Unique value propositions
• Common objections and responses
• Competitive differentiators

Audio and Transcript Data

During active coaching sessions:

• Audio from your calls is processed in real-time to generate coaching suggestions
• Audio is streamed to our speech-to-text provider (Deepgram) for transcription
• CallSteer does not save audio recordings. Speech text and a short conversation history are processed to provide coaching. Working call context expires after two hours of inactivity.
• CallSteer stores a short text excerpt (up to 300 characters) of the customer sentence that led to each suggestion shown to a rep, and of customer sentences that no suggestion covered. These excerpts let your managers see which responses were used and what their reps had no answer for. They are visible only to your company's managers, the rep who was on the call, and CallSteer staff for support.
• Customer sentences are also sent to our providers listed below to transcribe speech, match it to your saved responses, and generate suggestions. Provider processing and retention are governed by the applicable service agreements.
• You are responsible for giving any notice and obtaining any consent required by law from the people on your calls. See our Terms of Service.

Usage Data

We collect usage statistics linked to company and rep accounts, including:

• Number of coaching sessions
• Suggestion adoption rates
• Feature usage patterns

Website Analytics

Our public website uses Google Analytics, which sets cookies to measure visits and how pages are used. You can block these cookies in your browser settings or with Google's opt-out tool. The CallSteer apps and dashboards do not use Google Analytics.

2. How We Use Your Information

We use collected information to:

• Provide real-time AI coaching suggestions during your calls
• Personalize suggestions based on your business context
• Improve our AI models and service quality
• Process payments and manage subscriptions
• Send service-related communications
• Provide customer support

3. Data Sharing and Disclosure

We share your information only with:

• Service Providers: Third-party services that help us operate: Deepgram for transcription, Stripe for payments, Railway for hosting, Resend for account emails, Sentry for error monitoring, and Google Analytics for website analytics
• AI Providers: Anthropic (Claude) for generating coaching suggestions, and Voyage AI for matching what a customer says to your saved responses
• Legal Requirements: When required by law or to protect our rights

We do not sell your personal information to third parties.

4. Data Security

We implement appropriate security measures including:

• Encryption of data in transit (HTTPS/TLS)
• Secure authentication mechanisms
• Access controls and monitoring
• Regular security assessments

5. Data Retention

• Audio data: Not retained; processed in real-time only
• Transcript excerpts: The short customer excerpts described in Section 1 are retained while your account is active and deleted when the account is deleted. You can ask us to delete them at any time
• Account data: Retained while your account is active
• Usage statistics: Linked to company and rep accounts for coaching analytics
• Business DNA: Company content and revision history are retained for service operation. Account closure and deletion require an administrative deletion process

6. Your Rights

You have the right to:

• Access your personal information
• Correct inaccurate data
• Request deletion of your data
• Export your business DNA information
• Opt out of non-essential communications

7. Chrome Extension & Desktop App

Our browser extension and desktop application:

• Only activate when you explicitly turn on coaching
• Access audio from your designated microphone and system audio (desktop app) or browser tab audio (Chrome extension) to enable real-time transcription
• System audio capture is used solely to transcribe the customer side of the conversation for objection detection
• Do not access browsing history, passwords, or other personal data
• Store login credentials locally on your device for session persistence
• Can be disabled or uninstalled at any time

8. Children's Privacy

CallSteer is a business service not intended for individuals under 18. We do not knowingly collect information from children.

9. Changes to This Policy

We may update this Privacy Policy periodically. We will notify you of significant changes via email or through our service.

10. Contact Us

If you have questions about this Privacy Policy or our data practices, contact us at:

• Email: hello@callsteer.ai
• Website: Contact Form