- 1Enthu.AI pulls recordings from a company's dialer and scores them against its own scorecard, the client's, or both.
- 2The system is intent-based rather than keyword-based, and can still flag zero-tolerance words.
- 3Clients use the scores for coaching, training playlists and compliance checks in sales and collections.
Sales managers have long judged their reps on instinct and whatever the reps report back. Enthu.AI, a call-analytics vendor, argues that artificial intelligence can replace that with a consistent, bias-free grade on every conversation.
How the system works
Atul Grover, the company's co-founder and VP of Sales, said the platform integrates with a client's dialer. Recordings typically arrive within two or three minutes of a call ending, he said. The AI then evaluates each one against the client's scorecard, Enthu's own, or both.
Whatever the call's outcome, management gets a report on how the rep did. Did the rep build rapport? What objections came up, and were they handled well? Did the rep sound confident on hard questions? Scores run from 1 to 10 and can be rolled up per rep by day, week or month, so reps can be compared with peers and set against their own trends.
Enthu started with keyword spotting for compliance, but Grover said that approach could not scale. The current system looks at the intent of the conversation instead. Clients who still want keywords can keep them, including pre-set words marked zero-tolerance or flagged for review.
Coaching, training and lead evaluation
Grover said clients in financial services, healthcare, home services and property management use the scores to find gaps in call performance and coach lower scorers. The platform can also build a playlist of strong calls for training new hires. Managers can pull every instance of a new objection, count how often it arises and decide how to respond, rather than relying on the sales floor's sense of whether a trend is real.
The same approach can be used to judge a lead source or referral partner, with the AI told in advance whether calls are inbound or outbound, hot or cold. Scoring can also be gamified: a rep who lost the sale could still be recognized for the best objection handling, something like a Broker Battle refereed by software.
Our platform also offers the ability to create a playlist for the good recordings, which you can use to train your new agents.
Compliance and collections
For lenders, Grover pointed to checks on whether proper disclosures were made, correct terminology was used and the tone stayed positive. He singled out collections, where mistakes can carry legal exposure, as an area where the system flags what agents are doing right or wrong.
Companies that have recordings but no dialer integration can upload calls manually and get the same analytics and scorecards, he said. The more calls the system sees, the better it performs.
Source reporting: deBanked.
