1. Are recordings shared with third parties?

• No, your recordings are never sent to third parties. In fact, they are automatically deleted after evaluation. The system uses them only to generate feedback, ensuring your privacy is fully protected.

2. How is my data stored?

• Meeting recordings and transcripts are stored temporarily during processing and deleted immediately after your feedback is generated.

3. What happens to my recordings after analysis?

• Recordings are not kept after processing. They are automatically deleted and are never accessible afterward.

4. Are transcripts or full recordings ever retained?

• No. Full transcripts and full recordings are never retained. Only short speech snippets needed to generate your feedback are stored.

5. Where is my data stored?

• All retained data (short speech snippets) is encrypted and stored exclusively in EU-based systems, fully aligned with GDPR requirements.

6. Is my data used to train AI models?

• No. Your data is never used to train AI models or improve underlying algorithms.

7. Who can access my data?

• Access is protected through role-based permissions, ensuring only authorized individuals, such as your HR Admin, can view your performance insights.

8. How is my data protected during processing?

• All data is encrypted both in transit and at rest, ensuring it remains secure throughout the processing pipeline.

 
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Updated 15/12/2025

1. The tool is freezing or crashing on Microsoft Teams. How do I report this?

• You can Contact Us to request technical support.

2. How do I contact support or report a bug?

• You can Contact Us to report a bug.

3. The feedback I received does not seem accurate. What should I do?

• You can Contact Us to report content issues.

4. What is the minimum information required to open a Technical Support Ticket?

• To open a technical support ticket, it’s essential to provide all the necessary information so we can assist you promptly. Please make sure to include the following details:

  - The name of your organization.

  - The corporate email you use to access Microsoft Teams.

  - The name, date, time, link, and meeting ID where the issue occurred (if applicable).

   

  
  - Please describe your issue or question in detail.

  To open a support ticket click here.

   

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Updated 15/12/2025

1. How and what do I learn from using Communication Coach?

After a Teams meeting, Communication Coach analyzes the recording and gives you personalized feedback on your communication. You’ll receive feedback summarizing strengths and improvement areas in: 

• Professional Communication
• Clarity
• Range of Expression

You can use this feedback to improve future meetings.

2. What kind of feedback will I get?

• You’ll receive actionable insights and practical tips across:
  • Professional Communication: How you demonstrated workplace soft skills (collaboration, meeting objectives, etc.), tailored to your job role.
  • Clarity: Pronunciation and grammar feedback with examples and improvement tips.
  • Range of Expression: Vocabulary diversity, language sophistication, and suggestions for richer communication.

3. What is Professional Communication?

• These are the interpersonal and workplace (soft) skills you use in meetings: how you collaborate, contribute ideas, solve problems, and help your team reach goals. Strong professional communication helps you work more effectively with colleagues and make a positive impression in any workplace.
  Examples of what we assess:
  • Did you listen and respond respectfully?
  • Did you help keep the meeting on track?
  • Did you clearly explain your point of view?

4. What does Clarity mean?

• Clarity refers to how easily others can understand you when you speak English.
  Examples:
  • Is your pronunciation clear, or do people often ask you to repeat yourself?
  • Do grammatical errors sometimes make your message confusing?

5. What does Range of Expression mean?

• The variety of words and phrases you use, and how professional or advanced they are, so you can communicate more precisely and leave a stronger impression.
  Examples:
  • Do you use varied vocabulary or repeat the same phrases?
  • Do you use advanced/professional language or basic phrases?

6. Is this only for advanced speakers?

• Not at all. You don’t need to be advanced - you simply need at least an A2 level and to use English regularly in online meetings. Feedback and practice are fully personalized to your current proficiency and job role, helping you improve whether you’re pre-intermediate or more advanced.

7. How is this different from language learning apps?

• Unlike traditional apps focused on isolated grammar or vocabulary exercises, Communication Coach analyzes your real workplace conversations to provide context-aware, job-specific feedback. It’s integrated directly into your workflow, giving you continuous, practical improvement based on the meetings you already have.

 

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Updated 15/12/2025

1. What if I don’t have a license and join a recorded meeting?

• Communication Coach will temporarily process the audio recording and transcript of the meeting, but won't store or analyse data not related to the individual using the product.

2. How do I know if my access or license was removed?

• If you no longer receive Feedback Cards or can’t access features, your license may have been changed or removed. Contact your HR Admin or Pearson Support.

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Updated 15/12/2025

What is a Meeting & Feedback Card like?

Example of a Meeting & Feedback Card:

Q&A

1. What should I see on the Feedback Card?

• If your meeting meets all required criteria (Outlook scheduled event, meeting recorded, transcription set to English, user with an active license, and user spoke for at least 2 minutes), your Feedback Card should include:
  • A comment summarizing your overall performance.
  • Professional Communication score, dynamic summary, top skill, focus skill, and improvement tips.
  • Clarity score, with pronunciation and grammar insights.
  • Range of Expression score, including strongest expressions and new word/phrase examples (when available).

2. How long after a meeting will I receive my Feedback Card?

• Typically within 15 minutes after the meeting ends. Longer calls require more processing time, for example, a 1-hour meeting may take 30 minutes or more to generate feedback.

3. My feedback cards are not generating. Why?

• Make sure the meeting meets all required criteria (Outlook scheduled event, meeting recorded, transcription set to English, user with an active license, and user spoke for at least 2 minutes).
  If all of the above are correct and you still did not receive feedback, please Contact Us.

4. I did not receive a Feedback Card. Why?

• Not all meetings generate feedback. The system may automatically exclude meetings due to low speaking time, technical issues, or the presence of sensitive content.
  If you suddenly stop receiving feedback entirely, your license may no longer be active. If this happens repeatedly, please Contact Us. 

5. How do I know if my meeting was processed?

• There is no way to check manually. If you did not receive a Feedback Card, the meeting was not processed. Please ensure the meeting meets the required criteria.

6. Will I receive a Feedback Card if someone else recorded the meeting?

• Yes. As long as the meeting is recorded and other criteria are met, you will still receive your Feedback Card.

7. My call had technical issues. Will my results still be processed?

• If you were audible for any portion of the recorded meeting, the system will process your results. If you were not heard at all, feedback cannot be generated.

8. How are scores calculated (GSE, clarity, grammar)?

• Your scores are generated automatically based on your performance in recorded meetings. The system analyzes clarity, grammar, pronunciation, fluency, and other features, then maps them to your GSE level - the global standard for English proficiency.

9. What does GSE level mean?

• The Global Scale of English (GSE) is a standardized numerical scale ranging from 10 to 90 that measures English language proficiency. It aligns with the Common European Framework of Reference for Languages (CEFR) but provides more detailed insights into what learners can achieve at each point on the scale. The GSE includes specific learning objectives for various contexts, such as general, academic, and professional English, helping to track and motivate learners' progress in language skills.

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Updated on 15/12/2025

1. Are recordings shared with third parties?

• No, your recordings are never sent to third parties. In fact, they are automatically deleted after evaluation. The system uses them only to generate feedback, ensuring your privacy is fully protected.

2. How is my data stored?

• Meeting recordings and transcripts are stored temporarily during processing and deleted immediately after your feedback is generated.

3. What happens to my recordings after analysis?

• Recordings are not kept after processing. They are automatically deleted and are never accessible afterward.

4. Are transcripts or full recordings ever retained?

• No. Full transcripts and full recordings are never retained. Only short speech snippets needed to generate your feedback are stored.

5. Where is my data stored?

• All retained data (short speech snippets) is encrypted and stored exclusively in EU-based systems, fully aligned with GDPR requirements.

6. Is my data used to train AI models?

• No. Your data is never used to train AI models or improve underlying algorithms.

7. Who can access my data?

• Access is protected through role-based permissions, ensuring only authorized individuals, such as your HR Admin, can view your performance insights.

8. How is my data protected during processing?

• All data is encrypted both in transit and at rest, ensuring it remains secure throughout the processing pipeline.

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Updated 15/12/2025

1. How do I change my GSE level?

• You can’t. It is automatically evaluated.

2. Can I reset or clear my progress?

• No. The system continuously evaluates using your latest meeting data.

3. How do I opt out of meeting tracking?

• Don’t record the meeting.

4. My profile information is incorrect. How do I correct it?

• Your name is synced from your Microsoft profile and can’t be manually changed.
• You can update your job role and responsibilities directly in your Communication Coach profile. 

5. How do I update or edit my personal information in the system?

You can update your personal information directly in your Communication Coach profile — this helps us personalize your feedback more accurately.

6. How do I change my role or job-specific settings to receive better recommendations?

You can update your job-specific details directly in your Communication Coach profile — this helps us personalize your feedback more accurately.

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Updated 15/12/2025

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Published 25/11/2025