Sales manager, Manager of managers
Enable Essentials*
Transform your scoring process with Gong AI, which provides you with AI-powered responses that save you time and promote consistency in how you and your team score calls. With Gong AI helping you and your team score calls you:
Reduce time spent on call scoring: Gong AI searches the call transcript for answers, saving scorers time and effort.
Improve ramp time: Reps get timely feedback on exactly where they can improve.
Free up valuable resources: With Gong AI answering scorecard questions, managers can spend more time on personalized coaching and strategic guidance.
Get answer by AI
This option must be enabled by the admin when they set up the scorecard, and is applied individually per question. When enabled, Gong AI is set to look for the answer to the question in the call transcript. The person answering the scorecard can use the answer Gong AI found for it or enter a different answer.
Gong AI can provide answers for all types of scorecard questions: range, multi-select, single-select, yes/no, and open-ended. Follow the guidelines below to write questions that get accurate answers.
How to write questions that get accurate answers from Gong AI
Tip | More details |
|---|---|
Ask questions based on the call transcript. | Answers are based on the call transcript, so only ask questions that can be answered with content that was said during the call. |
Imagine that an external advisor is answering the scorecard. | Explain and define terms, concepts, and abbreviations that may be specific to your field or company. |
Avoid compound questions. | Compound questions confuse the AI. If you have a compound question, split it into 2 or 3 separate questions. |
For yes/no questions, give clear instructions about what constitutes a “yes” answer and what constitutes a “no” answer. | For example, if you’re asking “Were next steps discussed in the call?” is the answer only "yes" if the exact timeline for next steps was mentioned? |
AI has a bias to answer “yes”. | To prevent this bias, be very specific and don’t leave room for interpretation. |
Be specific about who is performing the action you want to check. | If you want to know if the rep mentioned pricing, write “Did the rep mention pricing?” rather than “Was pricing mentioned?” |
Fact-based questions get more reliable results than subjective questions. | AI is good at fact-checking, but less reliable at making judgement calls. Ask questions based on facts rather than judgment. |
Define terms that may be ambiguous. | If you use terms that have multiple meanings, explain what you mean. |
If you want broad answers, ask open-ended questions. | Questions that begin with “How” and “Why” can lead to comprehensive responses. |
Use smart trackers to locate relevant parts of the call
When this option is selected, choose a smart tracker to find relevant parts of the call that answer the question. To see the answer provided by Gong AI, the scorer clicks Look for answer in this call. They’ll see a summary of the relevant snippets found by the select smart tracker, and they can use this information to answer the question.
*The features available to you depend on your company’s plan and your assigned seats.