Development of AI Automatic Call Scoring System
An automatic scoring system assigns a numerical score to each call by standardized methodology, creates operator ratings, and detects patterns requiring corrective training.
Multi-Dimensional Scoring Model
Evaluates:
- Compliance: greeting, hold procedure, farewell, GDPR compliance (40%)
- Quality: problem understanding, solution accuracy, empathy (40%)
- Efficiency: AHT relative to target, first-call resolution (20%)
- Optional: sales/upsell metrics if applicable
Scoring via LLM
Uses GPT-4o to evaluate call transcripts against all criteria, returning JSON scores (0-10 scale) with reasoning.
Operator Ratings
Weekly report with:
- Average score trends
- Top 3 strengths and weaknesses
- Best and worst call examples
Calibration
Periodically compare AI scores with manual QA manager evaluations. Target: Pearson correlation > 0.85.
Timeline: 15-criterion scoring system — 4–6 weeks. With ratings and dashboards — 2–3 months.