Hi, everyone.

We've added more AI tools to REW Dialer. Working alongside the existing AI generated call transcripts and summaries, your calls made through the dialer can now produce AI powered grading and coaching insights.

This addition gives agents and teams a smarter way to review conversations, improve performance, and stay accountable.

In this video, I'll walk you through where to find this in the CRM, and I'll explain the benefits of having this powerful feature.

Before we get started, please note that this feature requires the REW dialer to be enabled on your account. Just like call transcripts and summaries, the new grading and coaching insights are only generated for calls made through the dialer.

To get access to REW dialer, please contact your account manager and they'll be happy to help you get set up.

Okay. So let's get into it. Log in to the REW CRM and navigate to a lead who you have recently had a conversation with through the dialer.

Click on the call panel on the top of the page.

This will open up your call history with this lead.

Straight away, you'll notice a slight addition to this screen.

Next to this particular call, you can see that it has been graded a B.

Now let's click into this call to access more information.

Here is where you will find your AI generated feedback.

The first panel will show the summary of the call giving you a clear overview of your conversation.

Below that, you'll find the full transcription so you can review exactly what was said and ensure no detail is missed.

You're probably wondering how and why this call was graded a B.

This is where the call scoring panel comes in.

If you expand this panel, you'll find seven assessment categories each graded based on the quality of performance in that area.

Let's run through each category.

The overall score is simply the overall feedback of all areas.

Rapport and emotional intelligence is an assessment of how the agent has spoken to the lead.

Discovery and qualification evaluates the level of questions asked by the agent.

Market expertise and value communication assesses the quality of market insights and the depth of information the agent provided to the lead.

Persuasion and call control. This is a breakdown of how the agent guides the lead throughout the entire call.

Call to action and next step reviews the agent's problem solving approach and the effectiveness of their proposed follow-up plan.

And finally, relationship nurture and brand representation. This measures the agent's overall professionalism, how they conduct themselves throughout the call, and how effectively they reinforce their company's brand.

So just from this call scoring criteria, team leaders and agents can gain valuable insights on what's working as well as identify specific areas for improvement.

Now for the AI generated coaching.

Expand the coaching panel below.

This section will assess all of the criteria above and provide you with summarized tips and suggestions for future calls.

One of the biggest advantages of this tool is the ability to scale coaching across your entire team. Using AI for coaching ensures no call goes unnoticed, saving managers time while still providing meaningful data backed guidance.

One last thing to note, calls are only graded if they exceed two minutes in duration.

The reason for this is to help prevent short interactions like voicemails from impacting results with misleading low grades.

And that's about it for AI powered call grading and coaching. Turn everyday conversations into actionable insights empowering your team to work smarter, communicate more effectively, and close more opportunities.

If you have any questions or want to learn more about our AI tools, please reach out to us at rew.com or join the conversation on our forums page.

Thanks for watching.