AI Call Scoring
Elevate agent performance with AI-driven call scoring
Use AI to score every call, gain valuable insights, and take your agent performance to the next level.
Score every conversation
Precision Call Scoring with AI
Every single word analyzed
Voiso’s Call Scoring uses advanced AI to analyze every word and assess agent performance, providing a complete picture of communication that goes beyond basic sentiment.
Our AI breaks down each conversation, analyzing phrase-level sentiment and tracking emotional highs and lows.
Trained on human-scored calls, it captures subtle nuances often missed by simpler methods, such as manual call scoring.
Objective scoring, human-like accuracy
Our AI is meticulously trained on a vast library of human-scored calls, ensuring Voiso’s Call Scoring mirrors the judgment of a seasoned quality assurance expert.
Achieve consistent, reliable scores that accurately reflect the quality of your customer interactions, eliminating subjectivity and bias from your evaluations.
Track all call scores in one place
Voiso centralizes all call scores in our Call Detail Records (CDR) database, providing a clear and comprehensive overview of agent performance.
Filter and analyze scores by various criteria to identify trends, track progress overtime, make data-driven decisions and improve overall customer satisfaction.
Turn your calls into powerful intelligence
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FAQs on Voiso's AI Call Scoring
What is AI Call Scoring?
Call Scoring is a quality assurance tool that uses artificial intelligence to automatically evaluate and grade customer interactions, such as phone calls and chats. It analyzes various aspects of the conversation, including agent performance, script adherence, and customer sentiment, to provide an objective and consistent assessment of the interaction’s quality.
How does AI Call Center Call Scoring work?
Call Scoring leverages advanced AI algorithms to analyze the content and context of conversations. It can be trained on your team’s best calls to align with your specific quality standards. The AI then evaluates each interaction based on predefined criteria, assigning a score that reflects its overall quality.
What are the benefits of AI Call Scoring?
Call Scoring offers numerous benefits, including:
- Objective and consistent evaluations: Eliminates subjectivity and bias from quality assurance processes.
- Improved agent performance: Provides actionable insights to identify training opportunities and track progress.
- Enhanced customer experience: Helps ensure high-quality interactions and identify areas for improvement.
- Increased efficiency: Automates the scoring process, saving time and resources.
- Data-driven decision-making: Enables you to make informed decisions based on comprehensive performance data.
What are the main call center scoring methods?
The main call center scoring methods include:
- :A quality assurance team listens to recorded calls and evaluates them based on criteria like script adherence, tone, and problem resolution. While detailed, this method is time-consuming and prone to bias.
- :AI automatically evaluates conversations by analyzing factors like sentiment, keyword usage, and compliance. This method provides fast, scalable, and consistent results without human bias.
- :AI tools assess the emotional tone of conversations (positive, negative, neutral) to provide insights into customer satisfaction and agent performance.
How to make the best use of Call Scoring?
- : Use call scores to pinpoint areas where agents struggle, such as script adherence or handling difficult conversations. This allows for targeted coaching and skill development.
- : Regularly review call scores to monitor both individual and team progress. This helps ensure continuous improvement and highlights areas where further training or support may be needed.
- : Analyze sentiment and keyword data to understand customer satisfaction levels. Call scoring can reveal patterns in both positive and negative interactions, enabling you to improve customer service quality.
- : Call scoring can automatically flag non-compliance issues by monitoring conversations for required phrases or behavior. This helps mitigate risks and ensures that agents follow regulatory guidelines.
- : Use call scores to make informed decisions, from refining workflows to improving customer engagement strategies. By tracking trends, you can adjust resources and processes based on measurable performance data.