Sales manager, Manager of managers
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Transform your team’s scoring process with Gong AI, which provides your team with AI-powered responses that save time and promote consistency in how teams score calls. With Gong AI helping to 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 questions or entire scorecards, managers can spend more time on personalized coaching and strategic guidance.
How Gong AI scoring works
Gong AI analyzes the call transcript to answer scorecard questions:
Automatic review scorecards: All questions are set to Get answer by AI.
Manual review scorecards: This option can be set for any question. When the scorecard is answered, the scorer can use the answer provided by Gong AI, or enter a different one.
How to set Gong AI as the answer source
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Under AI Source, choose Get Answer by Gong AI.
Under Ask a question, you’ll see the question that you added in the Info section above. You can keep the question as it is, or edit it.
Under Add details or examples, add information that will help Gong AI answer the question correctly. See below for examples
Click Show tips to see tips on how to write question for Gong AI.
Click Improve question to see if we have any suggestions for improving your AI question.
Click Test it to test the question a real call and see what results you get.
Tips for writing questions for Gong AI
Follow these tips to get accurate answers to your scorecard questions.
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 your question has more than one part to it, split it into multiple questions. |
For yes/no questions, give clear instructions about what constitutes a “yes” and what constitutes a “no”. | For example, if you ask “Were next steps discussed in the call?” define what a “yes” answer means. For example, the answer is only "yes" if the exact timeline for next steps was mentioned. |
For range questions, keep the range small to leave less room for ambiguity. | When the range is smaller, Gong AI performs better because there is less ambiguity between the options. For example, when there’s a range of 1 to 10, the difference between 7 and 8 can be hard to judge, for AI and for humans too. When the range is smaller (0 to 2, for example) the right answer tends to be clearer. |
For range questions, give clear instructions about each value. | If you ask “Rate the rep’s product knowledge on a scale of 0-2,” define what each number means: 0 = no knowledge shown, 1 = moderate knowledge with some errors, 2 = deep knowledge with accurate, detailed answers. |
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?” |
Ask fact-based questions rather than subjective ones. | AI is good at fact-checking, but less reliable at making judgement calls. |
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. |
How to set a smart tracker as the answer source
Under AI Source, choose Use smart trackers to locate relevant parts of the call.
Choose a smart tracker.
When this option is selected, we use the smart tracker that you choose to find relevant parts of the call that answer the question. The scorer clicks Look for answer in this call to see a summary of the relevant snippets that were found by the selected smart tracker and can use use this information to answer the question.
*The features available to you depend on your company’s plan and your assigned seats.