Call Score API

Evaluate the performance of your AI and human agents on real time and recorded conversations using customizable criteria and scoring logic.

Overview

Evaluate quality at scale without listening to the calls

Obtain numerical assessment and targeted feedback on a conversation to evaluate conversation quality and participant performance at scale.

Highly contextual and adaptable evaluations

Build and update custom criteria with a checklist of questions and priorities as per business needs. For e.g, prioritize ‘emotion’ in evaluating AI-assisted customer support.

Accelerate time to market with a Unified API

Developers can build a comprehensive call evaluation framework in line with specific processes and personas and integrate call scores into their applications with a single API.

Industry & domain agnostic

Call Score extends beyond sales, customer service, adapting to diverse industries such as finance, education, hospitality, legal, real estate, media and entertainment among others

Multiple channel support

Call Score API supports text, audio, and video conversations processed with Async and Streaming API.

Comprehensive evaluations

Use Scorecard feature to combine various criteria (custom, managed or a mix of both) as a template to evaluate conversations comprehensively, gaining holistic insights into call performance for coaching.

Intent driven

Adjusted scoring weight model tailored to stage of business process, for e.g. in sales  – ‘Qualification’, ‘Discovery’, ‘Demo’, ‘Proposal’ and ‘Negotiation’.

Use Cases

Healthcare:

Evaluate empathy, clarity, and communication quality during telehealth consultations to boost patient engagement.

Sales Performance:

Check adherence to specific sales methodologies like BANT and MEDDIC for quality assurance and drive targeted coaching to improve conversion rate.

Compliance:

Assess if your AI and human agents are complying with industry specific regulations and internal policies, mitigating legal risks and ensuring ethical conduct.

Recruitment:

Measure biases, empathy, and job description alignment to enhance candidate experience.

Resources

Generate Call Score

Build Custom Criteria & Scorecard with Management API, retrieve conversation ID after processing a conversation with Async or streaming API, and use the Call Score API to generate call scores.

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Populate Call Scores in Salesforce CRM

Integrate with Symbl.ai using the Sales Intelligence package to push call scores directly to your CRM and use CRM analytics tools to generate reports based on call scores.

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Embed pre-built UI into your application

Leverage the pre-built UI to display scores along with other conversation insights such as summary, sentiment analysis, next steps, and Q&A

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FAQ

What is Call Score?

Call Score is a GenAI powered, low-code API that evaluates the performance of hybrid workforce (AI and human agents) and overall call quality at scale.

How does Call Score work?

Call Score uses generative AI to analyze and score calls out of 100 based on a criteria of your choice and/or a predefined criteria, which includes communication & engagement style, question handling ability, adherence to sales processes and forward motion.

Can I customize Call scores?

Yes. Custom Criteria is a user-defined criteria specifically created to meet your unique needs in evaluating conversations. This feature allows you to develop a specific criteria such as AI empathy, technical clarity, or objection handling, ensuring actionable and contextual insights.

Who can benefit from using Call Score?

Call Score is ideal for business leaders of AI-assisted front line teams for e.g. customer support and sales to evaluate how effectively they are handling customer conversations and to enable targeted coaching.