Automate Call Scoring With 100% Visibility on All Customer Interactions
Score every conversation to instantly unlock hidden revenue opportunities and drive consistent team performance on all calls.
.avif)
Improve Customer Interactions
Better Regulatory Compliance
AI-Powered Recommendations
100% QA on Calls
What Gets Automated in Call Scoring?
.avif)
SOP Compliance & Protocol Adherence
Automatically verify that agents follow your Standard Operating Procedures, from opening scripts to closing protocols, ensuring consistent service delivery across all interactions.
.avif)
Customer Satisfaction & Sentiment
Track customer emotions throughout the call, identify frustration points, measure satisfaction levels, and detect sentiment shifts to gauge overall experience.
.avif)
Problem Resolution & First Call Resolution
Measure how effectively agents resolve customer issues, track solution accuracy, identify resolution time, and monitor First Call Resolution rates.
.avif)
Product Knowledge & Accuracy
Verify information accuracy, assess product expertise, detect misinformation, and ensure agents provide correct answers to customer queries.
.avif)
Hold & Transfer Protocols
Monitor proper hold procedures, appropriate transfer justifications, warm transfer execution, and customer consent before transfers.
.avif)
Documentation & Note-Taking
Verify accurate call logging, complete note-taking, proper categorization, and ensure all relevant information is captured in the CRM system.
Make Every Second Count With AI Call Scoring
Turn all support and sales calls into clear experience signals to improve CX today
FAQs on AI Call Scoring
Thunai differentiates itself through its advanced AI-powered understanding, proactive insights, and workflow automation capabilities beyond simple keyword search.
Thunai employs robust security measures, including encryption and access controls, and adheres to relevant data privacy regulations.
Yes, Thunai provides on-premises deployment for organizations with strict data security and compliance requirements.
Thunai can automate support by providing agents with quick access to relevant information, suggesting answers, and potentially automating responses for common and even complex queries.
AI call scoring uses machine learning to listen to, transcribe, and grade customer interactions based on your company's specific criteria. It evaluates performance metrics like script adherence and empathy automatically. This ensures 100% of calls are reviewed rather than a small random sample.
Yes, Thunai allows you to build custom scorecards that align with your specific sales methodologies or support frameworks. With ai call scoring can define unique parameters for different teams to ensure relevance. The automated call scoring tool adapts to verify exactly what matters to your business.
While benchmarks vary by industry, a Quality Assurance score between 85% and 90% is generally considered excellent. Consistently hitting this range indicates high process adherence without stifling agent personality. Scores above 90% are exceptional but rare to maintain at scale.
The five essential metrics are Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Additionally, First Contact Resolution (FCR) and Average Handling Time (AHT) are critical operational indicators. Tracking these using AI call scoring helps create a holistic view of your customer experience.
The five essential metrics are Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Additionally, First Contact Resolution (FCR) and Average Handling Time (AHT) are critical operational indicators. Tracking these using AI call scoring helps create a holistic view of your customer experience.