USE CASE · AI CALL SCORING
Answering: What is AI call scoring for sales conversations?
AI call scoring grades a finished conversation against a rubric you write. Upload a recording or transcript, or score calls you coached live, and Amotions AI returns a score per weighted criterion with the quote that earned it. It includes emotional intelligence criteria, and the weakest criterion becomes the rep's next AI roleplay drill.
I'm not sure this is a priority for us this quarter.
No problem, I'll follow up in a few months when things calm down.
Amotions AI
Priority objection conceded in 6 seconds; appears in 9 of this rep’s 12 calls
One question before the retreat. "Not a priority" is a ranking, and rankings have reasons.
“That's fair — what is the priority this quarter? If this doesn't help with that, I'd rather stop wasting your time.”
team average 61
no date agreed
Missed opportunity
The rep never learned what outranked this, so there is nothing to re-approach with in Q3 — the follow-up will be as cold as the first call.
Coaching feedback
The manager arrives at the 1:1 with the clip, the rubric line, and the drill already assigned.
Published Updated By Pianpian Xu Guthrie, Founder and CEO
AI call scoring is post-call analysis that grades a recorded or transcribed conversation against a written rubric. In Amotions AI, each criterion carries a point value, returns a score with supporting evidence from the call, and feeds the next AI roleplay drill, so scores drive practice rather than a leaderboard.
Write each criterion the way your best manager would say it, then give it points. Heavier criteria move the overall score more. The same rubric scores uploaded recordings, live-coached calls and AI roleplay.
Your rubric
Discovery call scorecard
Discovery: uncovers the real reason for the call
Objection handling: acknowledges, then answers
Listening: reflects back what the buyer said
Next step: a dated commitment, not "I will follow up"
Delivery: steady pacing and a calm tone
Emotional intelligence criteria are included on every scorecard.
100 pts
Starting points for four very different conversations. Each one is an illustrative template, not a customer’s scorecard. Edit the wording and points to match your playbook.
Outbound follow-up on an online lead
Confirms the vehicle and why they inquired
Qualifies trade-in and timing
Handles "just looking" without pressure
Sets a test-drive appointment with a time
Tone stays friendly under pushback
In-clinic or phone consultation
Explores how hearing loss affects daily life
Involves the family member in the room
Explains options in plain language
Addresses cost concerns with empathy
Agrees a clear next step
Model-home or sales-center visit
Learns the move-in timeline and must-haves
Connects floor plans to stated needs
Handles "we need to sell our home first"
Covers the lot, options and process clearly
Books a return visit or next meeting
Treatment-plan presentation
Asks about the patient’s goals and worries
Explains the plan without jargon
Responds to fear or anxiety with empathy
Talks through cost and financing options calmly
Confirms scheduling before the patient leaves
Each criterion comes back with a score and the moment that earned it, quoted from the call. When the scorecard includes delivery, audio scoring covers tone, pacing, warmth, confidence and composure, and the written feedback counts filler words.
Post-call scorecard
Used-car cold call · follow-up on an online lead
75/100
Confirms the vehicle and why they inquired
Evidence: "You were looking at the 2019 SUV. Is that still the one?"
Handles "just looking" without pressure
Evidence: rep answered "just looking" with a price drop before asking why.
Sets a test-drive appointment with a time
Evidence: "Swing by this weekend." No day or time was agreed.
Delivery: pacing, tone and composure
Warm, steady tone. Pace sped up after the price question; several filler words.
Improve this moment
Practice the "just looking" objection in AI roleplay: ask what caught their eye before offering anything.
Two ways. Upload a recording or transcript you are permitted to use, or run the call with Amotions AI live coaching (Zoom app, desktop app or browser tab-share) so it is scored afterwards. Uploads accept common audio files and TXT, VTT, SRT or JSON transcripts, up to 25 MB per file.
Yes. Write each criterion in plain language and give it points, so the behaviors that matter most move the score most. Load your playbook, objections and talk tracks so the scoring reflects your process. Expect about a week of calibration before scores and prompts fully match your language.
Every criterion gets a score and the moment behind it, quoted from the transcript, plus what went well and the biggest opportunities. If the rubric includes delivery, audio scoring rates tone, pacing, warmth, confidence and composure, and the written feedback counts filler words.
The lowest-scoring criterion becomes the next practice. Reps rehearse that moment in AI roleplay against a buyer persona, get scored on the same rubric, then carry it into live calls where private prompts reinforce it. Managers coach one behavior at a time instead of replaying whole recordings.
Start with one call type and one rubric, then widen once the scores match what your managers would say.
Step 1
List four to six criteria for one call type and give each a point value. Load the playbook and objections the criteria refer to.
Step 2
Upload recordings or transcripts, or coach a few calls live, and compare the AI scores with a manager’s own read.
Step 3
Where scores and managers disagree, make the criterion more specific or move points to what predicts a good outcome.
Step 4
Turn each rep’s weakest criterion into an AI roleplay drill, then check the next scored call.
Open this stepPost-call conversation intelligence is strongest at recording and analyzing every call across a revenue team. Roleplay-only tools are strongest at practice. Amotions AI scores real calls and roleplay on one rubric and adds live coaching in between.
| Dimension | Amotions AI | Post-call conversation intelligence (such as Gong) | Roleplay-only tools |
|---|---|---|---|
| What gets scored | Real calls (uploaded or live-coached) and AI roleplay, on the same rubric | Recorded calls and meetings; Gong lists scorecards and coaching recommendations | Practice sessions only |
| Rubric | Your criteria with point values, plus emotional intelligence criteria | Confirm rubric options with the vendor | Confirm rubric options with the vendor |
| Evidence behind each score | A quote from the call for each criterion | Confirm with the vendor | Confirm with the vendor |
| Help during the call | Private live prompts on the seller’s screen | Varies; Gong describes insights surfaced in real time | None; practice happens before the call |
| Where the other category is stronger | Newer; audio recording covers coached calls, not every call across the company | Recording and analytics across every call, meeting and email | Dedicated practice libraries if you only need rehearsal |
Security & privacy
Amotions AI coaches live conversations with a private overlay—it does not join Zoom as a bot. Enterprise buyers can review how conversation data is processed, isolated, and kept out of foundational-model training.
Customer call transcripts, audio uploads, and chat sessions are strictly private to your organization. They are never used to train third-party foundational AI models. Playbook personalization applies your process at coaching time—it is not a claim that foundation-model weights are retrained on your conversations.
Data is hosted on Google Cloud, encrypted in transit and at rest, and isolated per workspace. Each practice sets its own patient notice policy for recorded conversations. We sign a Business Associate Agreement (BAA) with your practice, and our hosting provider, Google Cloud, is covered by a signed BAA with Amotions. Ask us for the BAA before you share patient information.
Coaching workloads run in isolated Google Cloud environments, including Cloud Run, with encrypted data transmission and encrypted storage. Organization playbooks, transcripts, and uploads stay separated by customer workspace. Ask security for current technical controls during enterprise evaluation.
Details: Privacy Policy · Healthcare security · Healthcare communication coaching · Talk to security
Practice, live performance, and improvement are one system in Amotions AI — the same playbook and the same rubric run through all three.
Each finding becomes a drill: the rep practices that exact moment against an AI buyer until the score moves.
AI sales roleplay →The same rubric runs live, so the behavior you coached gets prompted on the next real call rather than remembered.
Real-time AI sales coach →Every conversation is scored against your standards, so coaching starts from timestamped evidence instead of recall.
AI call scoring →How criteria become a score out of 100, what to upload, and how to weight what matters.
Draft weighted criteria for your call type before you load them into Amotions AI.
Rehearse the weakest criterion against an AI buyer and get scored on the same rubric.
Upload Gong transcript exports for Amotions AI scores without a native Gong API.
Tours, intro-session closes, and lead callbacks.
“I need to think about it” and price questions, answered without pressure.
Prompts on the advisor’s screen during the seated membership conversation.
A Mac or Windows laptop at the membership desk.
Whatever your rubric says. Typical criteria cover discovery, listening, objection handling and next steps, each with a point value, plus MSCEIT-informed emotional intelligence criteria. Each score comes back with the quote from the call that supports it.
Yes. Upload an audio file (MP3, WAV, M4A, AAC, OGG, FLAC or WebM audio) or a TXT, VTT, SRT or JSON transcript, up to 25 MB per file. For a video, export the audio track or a transcript first.
Review scores weekly, pick the single lowest-scoring criterion for each rep, and assign an AI roleplay drill on it before the next live block. The next call is scored on the same rubric, so you can see whether the drill worked.
House of Hearing used consult scorecards with Amotions AI and reported a $160K monthly sales lift (Jake LeRoy)—scores driving practice, not vanity dashboards (customer-reported, not independently verified).
Amotions AI does not publish an accuracy percentage. Each score is an AI judgement against your rubric, shown with the quote that supports it, so a manager can check any score in seconds. Score a few calls yourself first and compare, then tighten criteria where you disagree.
Book a walkthrough of real-time coaching, AI roleplay, and post-call feedback tailored to your team.
Start free on Basic, or watch live coaching on a simulated call first. No bot joins your calls.
“Amotions AI is extremely useful for installing those fundamentals…”