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.

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Monitor Calls Scores + Sentiment on All Calls

Track performance metrics and customer emotion across every interaction automatically. AI call scoring analyzes tone and conversation to pinpoint coaching moments.

Sentiment Updated Automatically in CRMs

Sync call grades and emotional analysis directly to your customer records. Help revenue leaders get reliable KPIs on deal health without chasing reps for data.

Improve Customer Interactions

Consistent AI call scoring highlights exactly where your communication strategy needs refinement.

Better Regulatory Compliance

Automatically flag violations to make sure every agent meets industry standards on every single call.

AI-Powered Recommendations

Get feedback based on unique communication gaps with data-driven insight.

100% QA on Calls

Eliminate the blind spots and gain total visibility into team quality without hiring more QA analysts.

What Gets Automated in Call Scoring?

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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.

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Customer Satisfaction & Sentiment

Track customer emotions throughout the call, identify frustration points, measure satisfaction levels, and detect sentiment shifts to gauge overall experience.

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Problem Resolution & First Call Resolution

Measure how effectively agents resolve customer issues, track solution accuracy, identify resolution time, and monitor First Call Resolution rates.

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Product Knowledge & Accuracy

Verify information accuracy, assess product expertise, detect misinformation, and ensure agents provide correct answers to customer queries.

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Hold & Transfer Protocols

Monitor proper hold procedures, appropriate transfer justifications, warm transfer execution, and customer consent before transfers.

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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

What exactly does Thunai do?

Thunai is your AI-powered companion that helps organize your thoughts, centralize scattered information, and assist in decision-making. Whether you're running a team or working solo, Thunai turns chaos into clarity.

What makes Thunai different from other enterprise search solutions?

Thunai differentiates itself through its advanced AI-powered understanding, proactive insights, and workflow automation capabilities beyond simple keyword search.

How does Thunai handle sensitive customer data?

Thunai employs robust security measures, including encryption and access controls, and adheres to relevant data privacy regulations.

Do you offer on-premises deployment options?

Yes, Thunai provides on-premises deployment for organizations with strict data security and compliance requirements.

How can Thunai help in customer support automation?

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.

What is AI call scoring?

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.

Can you customize AI call scoring with Thunai?

Yes, Thunai allows you to build custom scorecards that align with your specific sales methodologies or support frameworks. With AI call scoring, you can define unique parameters for different teams to ensure relevance. The automated call scoring tool adapts to verify exactly what matters to your business.

What is the ideal QA score in a call center?

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.

What are the 5 key CX metrics?

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.