How to Do Instant Call Scoring and 100 % QA coverage for all Sales and Support Calls Using AI Agents

Investing in sales is a no-brainer! But knowing how effective your sales team is can be close to impossible. 

This is a problem A LOT of companies (including us) have faced…

Evaluating and reviewing support or cold calls is hard to scale when you have huge teams.

That’s why using an AI agent to solve this with call scoring and to provide you with real-time insight in a way that is scalable and effective.

How AI Agents Handle Call QA and Call Scoring Instantly

For managers and teams, AI agents can be customized for your specific business needs to evaluate your calls with analytics.

This can help you provide your team with feedback on how they can improve and even cross-check how escalations are being handled.

No matter how long the call is, AI agents can give you a quick sentiment analysis covering aspects like:

• Empathy
• Probation skills
• Handling objections and queries
• Tone and energy
• Clarity
• Pace and interruption
• Listening skills
• Introduction
• Call closure

How to Do Instant Call QA and Call Scoring Using Thunai

• ‍Step 1: Integrate Thunai with your call center software so that it records calls. In the case of sales calls on Zoom or Google Meet, you can add Thunai to your meeting. Alternatively, you can upload existing call recordings to your Thunai database. 
• Step 2: Go to a specific conversation you want to analyze that’s been uploaded or summarized. ‍
• Step 3: Open the conversation once processed to look at customer sentiment, and conversation tone and even get keynotes and action items in the conversation.‍
• Step 4:  You can see how Thunai scored the call based on our proprietary sentiment analysis based on the aspects mentioned above.

How AI Agents Automate QA, Instant Call Scoring Provides Real-Time Insight

1. Removes Wait Time and Dependency on Customer Feedback

The fact is that most of the time, customers and prospects do not tell you their complete feedback or thoughts on how your call went.

In cases where it’s a customer, they usually ignore feedback surveys. On the other hand, in the case of prospects, they typically give you a generic answer like they’re not interested in something like your product or service at the moment. However, with AI meeting agents, you can:

• Remove dependency on this with real-time feedback.
• Use call summaries to understand what successful calls did differently.
• Have more consistent and actionable insight into how your sales or support agents are performing.

2. Monitor Call Quality Consistently Across Teams

Maintaining consistency across customer interactions is challenging without structured feedback.

Through AI support and sales meeting agents, users can use scoring criteria for every call, helping teams measure quality objectively and refine communication strategies over time.

• Uses AI-driven scoring to apply consistent evaluation standards.
• Detects gaps in conversations and suggests areas for improvement.
• Compare performance across calls to track progress over time.

3. Analyze Calls in Real Time Without Manual Review

Listening to and reviewing calls manually takes time and effort. So to help with this, AI meeting agents automate call quality analysis by transcribing conversations, detecting key moments, and scoring interactions based on tone, sentiment, and keywords. 

This helps allow teams to track performance without the need for constant oversight. Many AI meeting agents do this by transcribing and highlighting important parts of every call and even flagging areas that need improvement based on predefined criteria.

4. Score Calls Instantly to Track Performance

Assessing call quality is essential for improving customer interactions. AI support and meeting agents automatically score calls based on tone, responsiveness, and resolution efficiency, helping teams identify strong performers and areas that need attention.

What these agents then do is assign scores based on sentiment, clarity, and resolution time. Aside from this, these tools also highlight calls that meet or fall short of key benchmarks with insights into conversation trends for coaching opportunities.‍

5. Extract Actionable Insights From Calls Without Extra Work

Summarizing long conversations and pulling out the next steps can be tedious. AI meeting processes support and sales calls in real time, extracting action points and organizing them into structured insights, so teams can focus on follow-ups rather than reviewing recordings.

• Detects key topics and decisions made during calls.
• Extracts next steps and assigns follow-ups automatically.
• Categorizes insights to improve call strategy and training.

6. Identify Customer Pain Points From Calls Automatically

Calls reveal valuable customer concerns, but analyzing them manually is inefficient. AI agents identify patterns across conversations, helping sales and support teams understand recurring challenges and adjust messaging or solutions accordingly.

Using an AI agent, you can detect common issues and frustration points in customer conversations. Highlights trending topics that require attention. This AI agent also provides insights to improve scripts and support responses.

7. Improves Call Handling Without Adding Extra Work

Refining customer interactions shouldn't slow teams down. Using AI meeting agents, you automate call quality monitoring by scoring and analysis.

In doing this, you’re helping teams deliver more effective conversations without increasing workload. These AI agents automate feedback collection to improve your team’s training. They also score every call and summarize insights for better decision-making.

Scale Call QA and Call Scoring Across Your Team With Thunai

In order to improve your sales and how you service your consumers, you need to know what needs improving. For major enterprises, going through all these call recordings manually can be very tiring.

With Thunai, you get a scalable solution to this, and you can even export these conversations for other stakeholders to view, and even integrate with CRM or sales software to get better visibility and create action items for this.

Ready to see how effective your sales and support calls are? Try Thunai for free and find out!