Call Scoring AI extends matelso Call Tracking with AI-based evaluations of incoming calls.
It analyzes only the spoken portion of the call (not the caller) and provides:

– Automatic classification of the call (service, sales, or no information)
– A transcript of the spoken text
– Text aggregation (automatic summary)

This article shows you step by step how to activate and configure Call Scoring AI and how to use it in integrations and call messaging.

1. Activate Call Scoring AI (module management)

Call Scoring AI is an optional module that must first be activated.

– Navigate to the menu item: Settings → Module management
– Activate the “Call Scoring AI” module there.
– After activation, the feature is basically ready to use – however, legal requirements must still be met.

2. Sign the data processing document

An agreed data processing transfer is required to use the AI function.

Please sign the relevant document and send it by email to service@matelso.com

The AI function can only be fully activated once the document has been received.

3. Activation by matelso

Upon receipt of the signed documents, matelso will activate the feature for your account as soon as possible. The feature will then be ready for use.

4. Activate Call Scoring AI per phone number pool

After activation, you can specify for which phone numbers or phone number pools the feature should be active.

– Open the desired number or number pool in the “Phone Numbers” menu.
– Switch to the new “Call Scoring AI” tab.
– Activate the function for this specific pool.

This will automatically evaluate and process all future calls from the selected phone number(s).

5. Use of AI data in Integrations 2.0

The data obtained can be used directly in Integrations 2.0. This includes:

– Classification (service, sales, no information provided)
– Transcript of the called party
– AI aggregation

A new push time is available for selection: Post Call AI. This time is triggered as soon as the AI evaluation is complete and the data is available.
Use in templates (e.g., GA4)
The fields are also already available in the templates for integrations—e.g., Google Analytics 4 (GA4)—and can be used without further configuration.

6. Use in call messaging

In addition to Integrations 2.0, the AI results are also available in call messaging.

There, too, you can:

– Classification (service, sales, no information provided)
– Transcript of the called party
– AI aggregation

Summary

Call Scoring AI expands classic call tracking with intelligent evaluations and provides valuable additional information:

Automatic call classification (service, sales, no information provided)

– Transcription of the called party
– Content summary via AI
– Easy integration into all push workflows via “Post Call AI”
– Direct use in call messaging and integrations (including use in templates for GA4 pushes, for example)

Added value for your company

With Call Scoring AI, you get:

– Greater transparency regarding call content and quality
– Automated data that flows directly into CRM, BI, or analysis platforms without manual maintenance
– Faster assessment of leads and service cases
– Relief for agents, as AI automatically provides essential information
– Optimized reporting and campaign evaluations based on real call content

Call Scoring AI makes your call tracking data significantly more meaningful—and creates the basis for true data-driven optimization.