Measure performance of your human & AI agents with custom criteria aligned to your business
SEATTLE- Symbl.ai — July 15, 2024
Symbl announced new customized scoring features to Call Score API, its GenAI-powered evaluation tool that scores today’s hybrid workforce of human and AI agents using text and voice signals.
In an era when AI agents are augmenting and replacing human agents, ensuring quality is key to achieving better customer experiences (CX). In recent news, there have been multiple incidents of voice agents hallucinating while interacting with customers, thereby negatively impacting customer trust. With Call Score API, businesses can keep their hybrid workforce in check. They can also transform their AI-assisted frontline workforce in customer support, sales and other functions by assessing conversations on specific processes, personas and other key criteria.
Unified API for customized criteria across human & AI agents
With ‘Custom Criteria’ & ‘Scorecards’, customers can define evaluation criteria, build different scoring logics for their human & AI agents and directly integrate call scores into their CRM, BI tools or custom applications – all with a single API! This significantly reduces the engineering effort and accelerates time to market.
Whether it’s assessing nuanced traits like ‘empathy’ and ‘confidence’ or prioritizing adherence to internal processes, ‘Custom Criteria’ offers unparalleled flexibility to conduct tailored assessments. Additionally, ‘Scorecards’ allow users to combine multiple criteria (both custom defined & Symbl managed) to build comprehensive and consistent evaluations, gaining holistic insights into call performance for coaching.
Ensuring high quality customer interactions with contextual evaluations
Call Score helps business leaders make data-driven decisions by providing them in-depth visibility into the performance of their customer-facing teams by analyzing “what they are saying” and “how they are saying it”. This helps them ensure high quality interactions and an overall improved customer experience. For e.g., in contact center settings, customer support teams can automatically evaluate 100% of the calls and prioritize attributes like problem solving and confidence to boost CSAT.
Conquer.io, a sales engagement platform provider that uses Call Score API said: “Symbl.ai’s GenAI-powered Call Score API is a game-changer for how our customers at Conquer track and improve their sales reps’ performance. While automating numerical scoring, Symbl.ai’s Call Score API also offers detailed feedback and reasons behind the scores.
With the latest addition of custom criteria and scorecards, our customers can now set their own standards for scoring sales calls. This allows them to tailor feedback to their specific needs, providing detailed, personalized coaching that helps their reps improve quickly.”
Ensure compliance & safety of AI agents to prevent CX damage
The reliance on AI voice agents for customer interactions has inherent risks around model hallucination leading to incorrect or undesired responses in some instances. With Call Score, these risks can be mitigated by having a human in the loop define and measure appropriate scoring criteria and specific traits to regulate the AI agent. For e.g. custom criteria on ‘humanness’ and applicable AI safety regulations can be defined and measured.
Diverse Use Cases Across Industries
Call Score API is designed to cater to numerous use cases across different sectors such as:
- Recruiter Efficiency and Candidate Experience: Measure biases, empathy, and job description alignment to enhance candidate experience.
- Patient Engagement in Telehealth: Evaluate empathy, clarity, and communication quality during telehealth consultations.
- Product Pitch Assessment: Ensure alignment to core value propositions in customer-facing teams’ product pitches.
- Sales Process Alignment: Check adherence to sales methodologies like BANT and MEDDIC.
- Cold Call Analysis: Assess key criteria needed to convert cold calls within the first 30 seconds of the conversation.
Why Customization of Call Score is a game-changer
The ability to tailor evaluation metrics to specific business needs and combine them into comprehensive scorecards for consistent evaluation makes Call Score a powerful tool for businesses. It ensures every customer interaction is not only assessed with precision but also enriched with actionable and contextual insights, driving continuous improvement. All of this is possible by seamlessly integrating Call Score into your existing environment without any rip and replace needed.
To learn more about building your own scoring criteria, see our documentation here. If you’d like to see a personalized demo of the Call Score API or connect with us to build your own contact our team.
Developers can get started by creating a free Symbl platform account, define Custom Criteria & Scorecards, and use the Call Score API to generate scores.
About Us
Symbl.ai offers state-of-the-art understanding and generative models with an end-to-end platform for building real-time voice intelligence in your applications.
For more information, visit symbl.ai.
