Call notes and CRM update
Can the bot turn a discovery call into accurate notes, CRM fields and next steps without making anything up?
Version 1.0 · used for Call notes and CRM updates
Sample input
- A fixed, fictional transcript of about 300 words with a known answer key.
The prompt, word for word
Here is the transcript of a discovery call (fictional, for this test). From it, produce: 1. A summary of 5 bullet points or fewer. 2. CRM fields: Pain, Metrics, Economic buyer, Decision criteria, Decision process, Timeline, Competition, Next step. Write "Not discussed" for any field the call did not cover. 3. Action items, each with an owner and a due date if one was said. 4. A follow-up email draft to the customer of 150 words or fewer. TRANSCRIPT Sam (QuietLine): Thanks for the time, Priya. What prompted you to take the call? Priya (Director of QA, Larkspur Home Lending): Our compliance team samples about 2 percent of calls by hand. Last quarter an auditor found two calls where agents skipped a required disclosure, and we only caught it because of the audit. Sam: What would you want to change? Priya: Review more calls without hiring. If we could check 100 percent of calls and get problems flagged the same day, that would be the win. Sam: Who else would weigh in on a decision like this? Priya: I'd run the evaluation. Our COO, Dana Whitfield, signs anything over 50 thousand a year. IT security has to approve any tool that touches call recordings. Sam: Are you looking at other options? Priya: We had a demo from one other vendor, but it didn't integrate with our phone system, which is Five9. Sam: What's your timing? Priya: The next audit is in March, so I'd want something live by the end of January. Sam: Makes sense. Next step could be a 30-minute technical session with your IT security lead. Does next Tuesday work? Priya: Tuesday works. I'll invite Marcus from IT security. Can you send your security questionnaire answers before then? Sam: Yes, I'll send them by Friday.
People and companies marked fictional are made up for this test. Real companies are used only where every fact must be checkable against public sources.
What a good answer contains
- Pain: manual 2 percent sampling; audit found two calls missing a required disclosure.
- Metrics: goal of reviewing 100 percent of calls with same-day flags.
- Economic buyer: COO Dana Whitfield (signs over 50 thousand a year). Priya runs the evaluation.
- Decision criteria: must integrate with Five9; IT security approval for tools touching recordings.
- Decision process: Priya evaluates, IT security approves, COO signs.
- Timeline: live by end of January, ahead of the March audit.
- Competition: one other vendor demoed; failed on Five9 integration (vendor not named).
- Next step: 30-minute technical session next Tuesday with Marcus from IT security.
- Action items: Sam sends security questionnaire answers by Friday; Priya invites Marcus.
Scoring rubric (10 points)
| Criterion | Points | How it's scored |
|---|---|---|
| CRM fields match the answer key | 5 | Score 8 fields at 0.625 points each, rounded to the nearest half point. |
| Action items correct with owners and dates | 2 | 1 point per action item with the right owner and date. |
| Summary is accurate and brief | 1 | 1 = 5 bullets or fewer, all accurate; 0 = otherwise. |
| Follow-up email is accurate and useful | 2 | 2 = confirms next step and the promised deliverable within 150 words; 1 = partly; 0 = missing or wrong. |
Automatic fail:
- Invents a detail not in the transcript (for example a competitor's name, a budget figure or a date).
- Fills a field that was not discussed instead of writing "Not discussed".
Pass = 7 or more of 10 points and no auto-fail.