Introducing Call Score API

The Symbl.ai Conversation Intelligence Platform empowers developers and enterprise builders to use AI to optimize a broad range of business conversations using purpose-built APIs and flexible UIs. Our technology enables businesses to leverage AI Augmented experiences to improve Enterprise productivity. Today we’re excited to announce a new programmable API addition, Call Score, to our REST API portfolio aimed at helping developers innovate quickly with Symbl’s platform.

Previously if a developer wanted to create a call analysis solution using Symbl’s API Library, the developer would have to start with Symbl’s individual APIs. While flexible and powerful, a downside of starting with individual APIs is the amount of coding and development time required. Not any more. Today Symbl.ai makes available a new low code API option, Call Score, designed to expedite speed-to-value for developers. Our new API embodies Symbl.ai’s programmability and customizability API design philosophies — significantly reducing developer efforts while at the same time offering adaptive solutions for a broad range of business scenarios.

Call Score

Call Score API provides a numerical assessment as well as explanations of conversation quality and participant performance at scale. It provides a single numerical score for each conversation, making it easier for users to identify and compare similar conversations.

Key Benefits of Call Score:

Automation at Scale: Call Score API makes it easy for developers to automate call assessments at scale, significantly reducing labor, cost, and time required compared to human led reviews.
Adapts to Business Context: Powering Call Score API is Symbl’s Nebula large language model (LLM) that is capable of accepting additional input information to adapt how it processes different task instructions and business scenarios. Furthermore, Call Score is capable of capturing continuously changing information context during a two-way or multi-party human conversation without the need for explicit instructions from app or developer.
Context Rich Output: Call Score API provides context rich, unbiased explanations accompanying each score in JSON format.

The biggest differentiating advantage of our Call Score API comes from our generative AI. Symbl’s LLM immerses into each conversation engagement by analyzing multiple conversational dimensions described above to reach the most accurate human-like conclusion with speed, accuracy, and repeatability. Similar AI solutions may only perform keywords matching, then present a score based on match rate; Symbl’s LLM actually goes deep into a conversation, understands the conversation context, then presents an evaluation score with clear and precise supporting explanations. This level of human-like rationale behavior is one of the key Symbl.ai advantages.

Symbl.ai Call Score Enterprise Accelerator

High Level View of Call Score’s Workflow:

We designed the Call Score API with an easy-to-understand structure. Developers and builders can easily integrate Call Score with any application in just two steps:

Step 1 – Process Conversation

Step 2 – Get Call Score

Example: GET Call Score

GET

https://api.symbl.ai/v1/conversations/{conversationId}/callscore

Call Score Criteria Explained

Call Score API currently supports two types of conversations: Sales and General. Each type has its own set of criteria for evaluation.

Criteria for Sales calls:

Communication and Engagement: Gauges the effectiveness of a sales representative’s communication style and their ability to collaboratively engage with the prospect.
Question Handling: Assesses the sales representative’s ability to answer questions and handle objections from the prospect.
Sales Process: Measures how well the sales representative adheres to the organization’s sales process and protocols. This involves checking if the representative is following the BANT methodology in qualifying a prospect.
Forward Motion: Evaluates the sales conversation regarding how it advanced a sales opportunity.

Criteria for General calls:

Communication and Engagement: Evaluates the conversation based on parameters such as politeness, empathy, and active listening.
Question Handling: Assesses the participants’ ability to address questions effectively.

Select ‘Sales’ Conversion Type with Call Score

POST https://api.symbl.ai/v1/process/video/url
{
    "url": "https://my-conversation-url",
    "conversationType" : "sales",
    "features": {
        "featureList": ["callScore"]
    }
}

To further increase precision in actionable insights generated by Call Score, Opportunity Stage is incorporated as another contextual layer into Call Score’s AI evaluation dimensions. The Opportunity stage takes into consideration the business context and intent changes during a dynamic conversation engagement journey, then adapts the AI model’s scoring behavior accordingly. Five opportunity stages are supported at launch – Qualification, Discovery, Demo, Proposal, Negotiation and General – each with an adjusted scoring weight model tailored to perform the most objective and relevant score evaluation.

Process Call Record with ‘Demo’ Opportunity Stage Bias

 POST https://api.symbl.ai/v1/process/audio/url
{
    "url": "https://my-conversation-url",
    "conversationType" : "sales",
    "features": {
        "featureList": ["callScore"]
    },
    "metadata": {
        "salesStage": "Demo"
    }
}

We have more exciting news and information to share in our Introducing Insights UI API blog, please check it out.

To learn more about Call Score, please read Symbl.ai Call Score’s technical documentation.

Follow our API reference and try out the APIs on our platform.