Introducing ‘Custom Criteria’ & ‘Scorecard’ for Call Score API

We are excited to announce new enhancements to our Call Score API, a GenAI powered, low-code API that evaluates participant performance and overall call quality at scale. We’ve added two (2) new features – ‘Custom Criteria’ and ‘Scorecards’. With these latest enhancements, the Call Score API now provides unparalleled customization and programmability, allowing you to precisely tailor assessments to meet your organization’s specific needs.

Customization for precise evaluation

‘Custom Criteria’ and ‘Scorecard’, offer flexibility and control, enabling you to craft assessment frameworks that reflect the unique challenges and requirements of your industry. Whether you’re evaluating ‘empathy’ in customer service, negotiation skills in sales, or effectiveness of support provided, the Call Score API adapts to your specific needs. Create detailed, actionable assessments tailored to the unique demands of your sector—from healthcare to retail, and beyond.

Core Features

Custom Criteria: Custom Criteria are user-defined elements created to meet your organization’s unique needs in evaluating conversations. This feature allows you to develop detailed and precise assessment criteria such as empathy, technical clarity, or objection handling, ensuring evaluations are relevant to your business goals.

Key Elements
- Checklists and Priority
  Develop comprehensive checklists with questions to ensure thorough assessment of each conversation. Assign priority levels to each question to ensure that critical areas are weighted appropriately. This provides a more granular evaluation framework focusing on the most impactful aspects of the conversation.
- Descriptions and Tags
  Add descriptions to each criterion which helps understand what the criterion pertains to. Tags help categorize and organize criteria, making management easier and more efficient.
Scorecard: A scorecard in the Call Score API serves as an abstraction layer that combines various criteria for evaluating conversations. Mix and match custom criteria defined by you and managed criteria defined by Symbl.ai to create a comprehensive view of performance.

Key Elements
- Criteria IDs
  Use unique identifiers of each criteria to ensure accurate application during evaluations. This helps maintain consistency and precision across all assessments.

Applications Across Various Verticals

The applications of the Call Score API extend beyond sales, customer service, adapting to diverse industries such as finance, education, hospitality, legal, real estate, media and entertainment. Examples listed below:

Sales: Enhance negotiation and persuasion skills to improve conversion rates and deal closure efficiency.
Customer Service: Develop specific criteria for empathy and problem-solving to increase customer satisfaction and loyalty.
Recruitment: Standardize communication assessments during interviews to ensure objective hiring decisions based on clear, measurable competencies.
Healthcare: Monitor and improve interactions with patients, focusing on clarity and empathy to boost patient satisfaction and compliance with treatment plans.
Retail: Optimize customer interactions by evaluating and training staff on effective communication strategies, enhancing the overall shopping experience.

Key Benefits of ‘Custom Criteria’ & ‘Scorecard’

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. Key benefits of customization include:

Refining Evaluation Standards: Customize criteria to emphasize focus areas like customer satisfaction or compliance adherence.
Adapting to Changes: Quickly update criteria to reflect new business priorities or regulatory changes.
Improving Training Programs: Focus scorecards on specific training outcomes for continuous improvement.

Using Call Score through your preferred integration channel

Previously, Call Score supported only asynchronous conversations such as meeting recordings that were processed with Async API to generate transcripts. With the latest launch, we have added Streaming API support for Call Score to generate call scores for real-time conversations right upon completion of the call without any additional processing needed. Additionally, we have also added Webhook support for both asynchronous and real-time conversations to publish real-time call-score status updates to customers. This removes the onus from the user to continuously check the status of their Call Score job and automatically publishes the call-score status to notify them.

Streaming API support for Call Score: Support for Streaming API provides a way for users to automatically obtain call scores and other key insights as soon as a streaming connection has been disconnected with any further processing needed.

Key Elements
- Actions to trigger Call Score & Insights UI processing
  There are new actions to trigger the Call Score and Insights UI processing after the streaming session has ended. Below consists sample code on how to implement the same:

actions: [
{
name: 'generateCallScore',
parameters: {
"conversationType": "string",
"salesStage": "string",
"scorecardId": "string",
"prospectName": "string",
"callScoreWebhookUrl": "string"
}
},
{
name: 'generateInsightsUI',
parameters: {
"prospectName": "string"
}
}
]

Webhook for Processing Status: Users can optionally define a webhook URL that automatically notifies them whenever the status of the Call Score job changes. This means that the call-score status endpoint does not need to be continuously polled for users to determine if the call-score process is complete.

Key Elements
- callScoreWebhookUrl
  The webhook URL for your application. When the status of the processing job is updated, the Call Score Status API sends an HTTP request to the URL that you specify. This is applicable for both Async API and Streaming API

The addition of Streaming API support for Call Score and Webhooks for Call Score improves overall customer experience and streamlines the processing of conversations so as to obtain call scores and other key insights for immediate post-call feedback and debriefs.

Getting Started

You can try out Call Score API and the different features listed above by creating a free platform account and following the steps listed below:

Authenticate: Generate your authentication token (AUTH_TOKEN) as per our Authentication Guide.
Create Custom Criteria: Use the Management API to define criteria tailored to your needs.

POST https://api.symbl.ai/v1/manage/callscore/criteria

{
 "name": "Custom criteria name ",
 "tags": ["tag-1", "tag-2", "tag-3"],
 "checklist": [
   { 
"question": "Was the technical issue clearly identified and resolved?", 
"priority": "high" 
   },
   { 
"question": "Did the representative confirm customer understanding?", 
"priority": "medium" 
   },
   { 
"question": "Was the representative patient and understanding?",
"priority": "low" 
   }
 ]
}

You will receive a criteria id in the response. To learn more about custom criteria, refer here.
Create Scorecard: Integrate custom criteria into your scorecard using the Management API. Use the criteria ids created and pass them to the criteriaList parameter to create a scorecard.

POST https://api.symbl.ai/v1/manage/callscore/scorecards

{
 "name": "Scorecard Name",
 "tags": ["tag-1", "tag-2", "tag-3"],
 "criteriaList": ["684654556453497", "5476135688435435", "675462462156455"]
}

You will receive a scorecard id in the response. To learn more about scorecard, refer here.
Process an Async conversation: Process a conversation via Async API, and pass scorecardId along with “callscore” in the features.

Here is a sample Async Audio URL API request:

POST /v1/process/audio/url

{
    "url": "https://storage.googleapis.com/abc/abc.wav", // Update the URL with a conversation you like to score
    "languageCode": "en-US",
    "enableSpeakerDiarization": true,
    "diarizationSpeakerCount": 2,
    "features": {
        "featureList": [
            "callScore",
            "insights"
        ],
        "callScore": {
            "scorecardId": "5463513598865445" // Add your scorecard ID
        }
    },
    "conversationType": "sales",
    "metadata": {
        "salesStage": "qualification",
        "prospectName": "Audio File LLC"
    }
}

You will receive a conversationID and jobID as the response. To learn more about processing a conversation, refer here.
Adding Call Score Webhook URL (OPTIONAL): Users can create a new webhook to get updates on Call Score processing status by defining a new ‘callScoreWebhookUrl’ parameter.

Here is a sample Async Audio URL API request to create a new Webhook:

{
    "url": "https://abc.bucket-beta.s3.amazonaws.com/ACe48733795c5f601528e0073beccdbd4a/RE0363adf72ebcc4a7439fe1e88ba22442",
    "name": "AE Test 1 AE 2 call",
    "callScoreWebhookUrl": "https://api.beta.abc.ai/symblai/jobWebhook",
    "languageCode": "en-US",
    "features": {
        "featureList": [
            "callScore",
            "insights"
        ]
    },
    "conversationType": "sales"
}

Get call score: Using the conversation id received, make an API call to GET Call Score API to receive call score as the response. To learn more about call score, refer here.

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

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.

Team Symbl

The writing team at Symbl.ai