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Start scoring and coaching every inbound call — no hardware, no app downloads for your CSRs.

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How Contact Center AI Works

Unlike AI Ridealong (which uses a mobile app), Contact Center AI connects directly to your phone system. Once connected, it automatically listens to and scores every inbound call. Your CSRs don’t need to download anything or change how they work. Contact Center AI includes three capabilities:
  • Agent Coach & QA — score and coach on every call
  • Speed to Lead — instant AI response to web, SMS, and ad leads
  • AI Voice Agent — 24/7 automated call answering and booking
What happens automatically:
  1. Customer calls your main number
  2. Craft AI listens to the call in real time
  3. Call is scored against your booking script
  4. CSR and manager get coaching feedback after the call
  5. Qualified calls that didn’t book are flagged for follow-up

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Step 1: Connect Your Phone System

Craft integrates with major phone platforms. Your Craft admin or our team will set this up during onboarding. Supported systems:
  • RingCentral
  • Five9
  • Other VoIP/SIP systems (ask us)
Setup is handled by our team. During onboarding, we’ll connect to your phone system and verify call recording is flowing. Typical setup takes 1-2 business days.

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Step 2: Build Your Call Scorecard

Your scorecard defines what a great call looks like. We’ll help you set this up during onboarding, but here’s what a typical booking script scorecard includes:
  • Greeting — Did the CSR answer with the company greeting?
  • Caller identification — Did they get the customer’s name and contact info?
  • Need identification — Did they ask the right questions about the service needed?
  • Availability & booking — Did they offer appointment times and confirm the booking?
  • Objection handling — If the customer hesitated, did the CSR address their concern?
  • Closing & confirmation — Did they confirm the appointment details and set expectations?
Your scorecard is fully customizable to match your process.

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Step 3: Review Calls in the Dashboard

Once connected, your dashboard shows:
  • Every call scored — see which CSRs are following the script and which need help
  • Booking rate by rep — who books and who doesn’t, and why
  • Qualified vs. junk calls — AI separates real customer calls from spam, vendors, and existing customer check-ins
  • Coaching opportunities — click any low-scoring call to see exactly where the CSR went off-script

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AI Voice Agent (Optional Add-On)

Never miss another call. Craft’s AI Voice Agent answers calls, texts, and web chats when your team is unavailable. What it does:
  • Answers calls 24/7 with your company’s greeting and brand voice
  • Books appointments directly into your CRM
  • Handles basic customer questions (pricing, service area, hours)
  • Escalates complex calls to your live team
  • Responds to web chat and SMS inquiries
Typical results: 70-85% booking rate on after-hours calls that would otherwise go to voicemail.
Interested in AI Voice Agent? Talk to your Craft account manager or email support@craftflow.com.

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Frequently Asked Questions

No. Contact Center AI works in the background. CSRs answer calls the same way they always have. They’ll just get coaching feedback after each call.
Yes. If your phone system records outbound calls, Craft can score those as well.
Call scores are typically available within minutes of the call ending.
Craft’s AI automatically identifies and filters spam, vendor, and non-customer calls. These won’t affect your team’s booking rate metrics.
Yes. You can create separate scorecards for different teams, departments, or call types (e.g., booking calls vs. service calls vs. sales calls).
Still have questions? Email support@craftflow.com.