Call Intelligence

Managers hear a few calls a week. Call Intelligence hears the rest.

Call Intelligence records the calls your team takes, writes the transcript, and scores each one against the standards your managers set. Every call comes back with a summary, next steps, and a coaching tip for the next one.

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Open a scored call

Open a scored call

Call IntelligenceAcme Chevrolet, service
Coaching ready
DR
Dana R. with Marcus T.
Inbound · Service · 2021 Chevrolet Equinox
86
0:56
Operator answered, then transferred to Dana
Dana R.0:17
Acme Chevrolet service, this is Dana.
Marcus T.0:20
Hi Dana. I dropped off the Equinox this morning for an oil change. Is it ready?
Dana R.0:26
Let me pull it up. The oil change is done. The tech also flagged the cabin air filter. It’s due, and it takes about ten minutes.
Marcus T.0:36
What does that run?
Dana R.0:38
$64 with labor. It keeps dust and pollen out of the cabin. Want me to add it?
Marcus T.0:44
Sure, go ahead.
Dana R.0:46
Done. It’ll be ready by 2:30, and I’ll text you when it’s up front.
Marcus T.0:51
Perfect, thanks.
Dana R.0:53
You got it. Bye now.
ScorecardService Status Call
Greeting10/10
Clear status20/20
Explained the recommendation20/20
Used the customer’s name0/10
Dana never used Marcus’s name, even at the close.
Next step confirmed10/10
Try next time: “Thanks, Marcus. I’ll text you the minute it’s up front.”
Call Intelligence
Coaching ready
DR
Dana R. with Marcus T.
Inbound · Service
86
0:56
Operator answered, then transferred to Dana
Dana R.0:17
Acme Chevrolet service, this is Dana.
Marcus T.0:20
Hi Dana. I dropped off the Equinox this morning for an oil change. Is it ready?
Dana R.0:26
Let me pull it up. The oil change is done. The tech also flagged the cabin air filter. It’s due, and it takes about ten minutes.
Marcus T.0:36
What does that run?
Dana R.0:38
$64 with labor. It keeps dust and pollen out of the cabin. Want me to add it?
Marcus T.0:44
Sure, go ahead.
Dana R.0:46
Done. It’ll be ready by 2:30, and I’ll text you when it’s up front.
Marcus T.0:51
Perfect, thanks.
Dana R.0:53
You got it. Bye now.
ScorecardService Status Call
Greeting10/10
Clear status20/20
Explained the recommendation20/20
Used the customer’s name0/10
Dana never used Marcus’s name, even at the close.
Next step confirmed10/10
Try next time: “Thanks, Marcus. I’ll text you the minute it’s up front.”

The coaching gap

The call happened. Nobody heard it.

Most coaching runs on the few calls a manager happens to catch, or the one a customer complains about. The rest go unheard, and the same misses show up again tomorrow.

Unheard

“Come by anytime this weekend.”

The buyer named a day. Nobody offered a time.

Unheard

“It’s done, you can come get it.”

No ready time, and the recommended work never came up.

Unheard

“I’ll have someone call you back.”

Nobody said who would call, or when.

What comes back

Every call comes back ready to coach

Call Intelligence works on the calls your team takes, inbound and outbound. Each one returns four things.

01

Recording and transcript

Your team and the customer on separate tracks, transcribed speaker by speaker and synced to playback.

02

Summary and next steps

Call type, outcome, and what was promised, so nobody replays a call to find out.

03

Scored to your standards

Every item on your scorecard gets points and the reason why. The call gets a score from 0 to 100.

04

Coaching tips

What went well, what to change, and a line to try on the next call.

Open a call. See exactly what happened.

Three calls from one afternoon at Acme Chevrolet. Pick one, read the coaching, and tap Hear it to jump to that moment in the call.

Call IntelligenceAcme Chevrolet
All inboxesTodayAll team members
DR
Dana R., service advisor
Inbound · Service · Marcus T., 2021 Chevrolet Equinox
86
Operator answered, then transferred to Dana
0:00 / 0:56
Summary
Marcus called for a status on his Equinox. Dana confirmed the oil change was done, added a cabin air filter for $64, and set a 2:30 ready time.
Call type
Service status
Outcome
Ready time set, cabin filter added
Text Marcus when the Equinox is up front
Car ready by 2:30 PM
Scorecard · Service Status Call
Greeting10 / 10
Did the associate greet the caller and identify the dealership?
Named the store and herself in the first line.
Clear status20 / 20
Did the advisor give a specific status and a ready time?
Gave a 2:30 ready time and said how Marcus would hear.
Explained the recommendation20 / 20
Did the advisor explain the recommended work and price before asking?
Said what the filter does and quoted $64 before asking.
Used the customer’s name0 / 10
Did the advisor use the customer’s name on the call?
Dana never used Marcus’s name, even at the close.
Next step confirmed10 / 10
Did the advisor say what happens next?
Promised a text when the car is up front.
Coaching
Try next time
Use the customer’s name once early and once at the close.
“Thanks, Marcus. I’ll text you the minute it’s up front.”
Keep doing
Explaining what the filter does before the price made the yes easy.
Example calls. Names, stores, and scores are illustrative.Press play, or tap Hear it to jump to that moment.
Call IntelligenceAcme Chevrolet
All inboxesTodayAll team members
DR
Dana R., service advisor
Inbound · Service · Marcus T., 2021 Chevrolet Equinox
86
Operator answered, then transferred to Dana
0:00 / 0:56
Summary
Marcus called for a status on his Equinox. Dana confirmed the oil change was done, added a cabin air filter for $64, and set a 2:30 ready time.
Call type
Service status
Outcome
Ready time set, cabin filter added
Text Marcus when the Equinox is up front
Car ready by 2:30 PM
Scorecard · Service Status Call
Greeting10 / 10
Did the associate greet the caller and identify the dealership?
Named the store and herself in the first line.
Clear status20 / 20
Did the advisor give a specific status and a ready time?
Gave a 2:30 ready time and said how Marcus would hear.
Explained the recommendation20 / 20
Did the advisor explain the recommended work and price before asking?
Said what the filter does and quoted $64 before asking.
Used the customer’s name0 / 10
Did the advisor use the customer’s name on the call?
Dana never used Marcus’s name, even at the close.
Next step confirmed10 / 10
Did the advisor say what happens next?
Promised a text when the car is up front.
Coaching
Try next time
Use the customer’s name once early and once at the close.
“Thanks, Marcus. I’ll text you the minute it’s up front.”
Keep doing
Explaining what the filter does before the price made the yes easy.
Example calls. Names, stores, and scores are illustrative.Press play, or tap Hear it to jump to that moment.
Call IntelligenceAcme Chevrolet
Today
DR
Dana R., service advisor
Inbound · Service · Marcus T.
86
Operator answered, then transferred to Dana
0:00 / 0:56
Summary
Marcus called for a status on his Equinox. Dana confirmed the oil change was done, added a cabin air filter for $64, and set a 2:30 ready time.
Call type
Service status
Outcome
Ready time set, cabin filter added
Text Marcus when the Equinox is up front
Car ready by 2:30 PM
Scorecard · Service Status Call
Greeting10 / 10
Did the associate greet the caller and identify the dealership?
Named the store and herself in the first line.
Clear status20 / 20
Did the advisor give a specific status and a ready time?
Gave a 2:30 ready time and said how Marcus would hear.
Explained the recommendation20 / 20
Did the advisor explain the recommended work and price before asking?
Said what the filter does and quoted $64 before asking.
Used the customer’s name0 / 10
Did the advisor use the customer’s name on the call?
Dana never used Marcus’s name, even at the close.
Next step confirmed10 / 10
Did the advisor say what happens next?
Promised a text when the car is up front.
Coaching
Try next time
Use the customer’s name once early and once at the close.
“Thanks, Marcus. I’ll text you the minute it’s up front.”
Keep doing
Explaining what the filter does before the price made the yes easy.
Example calls. Names, stores, and scores are illustrative.Press play, or tap Hear it to jump to that moment.

Scorecards

Your standards, written in plain English

Managers write the scorecards. Each one says when it applies, and each item has its own instructions and points. Numa picks the scorecards that fit each call.

Not applicable isn’t zero

Items that don’t fit the call are marked N/A and left out of the score.

Missed steps count

If the ask never happened, it’s scored as a miss, with the reason why.

The customer comes with the call

Each call is scored with the customer’s recent history at your store in view.

SettingsCall Intelligence
Scorecards
Scorecard name
Inbound Sales Appointment
When it applies
Inbound calls about buying a vehicle that are being worked toward an in-person visit. Not service calls.
ItemsPoints
Greeting
Did the associate greet the caller and identify the dealership?
10
Discovered needs
Did the associate ask how the customer will use the vehicle?
20
Specific appointment set
Did the associate narrow down a day and time and offer a specific appointment?
30
Captured contact
Did the associate confirm the best way to reach the customer?
10
Asked about a trade-in
Did the associate ask whether the customer has a trade-in?
10
70 points on. Each call is scored from 0 to 100 on the items that apply to it.
SettingsCall Intelligence
Scorecards
Scorecard name
Inbound Sales Appointment
When it applies
Inbound calls about buying a vehicle that are being worked toward an in-person visit. Not service calls.
ItemsPoints
Greeting
Did the associate greet the caller and identify the dealership?
10
Discovered needs
Did the associate ask how the customer will use the vehicle?
20
Specific appointment set
Did the associate narrow down a day and time and offer a specific appointment?
30
Captured contact
Did the associate confirm the best way to reach the customer?
10
Asked about a trade-in
Did the associate ask whether the customer has a trade-in?
10
70 points on. Each call is scored from 0 to 100 on the items that apply to it.

How it fits in Numa

AI takes the calls it should. Your people take the rest.

Every call reaches Operator first. Operator sends service bookings to Appointment Agent and puts everyone else in the right hands, with Voice AI as the voice behind both. Call Intelligence covers what happens once your people pick up.

01 · Answers and routes

Operator

Picks up every call first. Precision Routing puts each caller in the right hands, day or night.

02 · Books

Appointment Agent

Books service appointments into real open slots when that’s what the caller needs.

03 · Takes the call

Your team

Takes the calls that need a person, inbound or outbound.

04 · Coaches

Call Intelligence

Scores the call, writes the summary, and coaches the next one.

Under every step

Voice AI

The voice behind Operator and Appointment Agent. It answers with the customer’s full history and sounds like someone who works at your dealership.

Every recording, transcript, and summary sits in the customer’s thread in Smart Inbox, next to their texts and repair order.

Try the Smart Inbox demo

Numa is the AI Operating System for dealerships

1,500+

Rooftops

1B+

Calls, texts, and chats handled

4M+

Appointments booked

90%

DMS coverage

Partnered with some of the top OEMs in the industry, and growing

#1 in Automotive AI. Inc. 5000 four years straight. Fast Company World’s Most Innovative Companies 2026, Top 10 in Automotive.

Questions about Call Intelligence

What is Call Intelligence?

Call Intelligence is Numa’s call coaching for dealerships. It records the calls your team takes, transcribes them, and scores each one against your scorecards, with a summary, next steps, and coaching tips on every call.

What is Call Intelligence?

Call Intelligence is Numa’s call coaching for dealerships. It records the calls your team takes, transcribes them, and scores each one against your scorecards, with a summary, next steps, and coaching tips on every call.

Which calls does it cover?

Inbound and outbound calls taken by team members with a Call Intelligence seat. Every call reaches Operator first, and when Operator transfers a caller to a person, Call Intelligence coaches the part your team handled.

Which calls does it cover?

Inbound and outbound calls taken by team members with a Call Intelligence seat. Every call reaches Operator first, and when Operator transfers a caller to a person, Call Intelligence coaches the part your team handled.

Who writes the scorecards?

Your managers. Each scorecard says when it applies, and each item has plain-English instructions and a point value. Numa picks the scorecards that fit each call, and items that don’t apply are marked N/A instead of scored zero.

Who writes the scorecards?

Your managers. Each scorecard says when it applies, and each item has plain-English instructions and a point value. Numa picks the scorecards that fit each call, and items that don’t apply are marked N/A instead of scored zero.

Can my team see their own calls?

Yes. Each team member sees their own calls, recordings, and coaching. Managers and owners can review calls across inboxes, dates, and team members.

Can my team see their own calls?

Yes. Each team member sees their own calls, recordings, and coaching. Managers and owners can review calls across inboxes, dates, and team members.

How are callers told the call is recorded?

Recording disclosure options are part of Call Intelligence setup, so each store sets how callers hear that the call is recorded.

How are callers told the call is recorded?

Recording disclosure options are part of Call Intelligence setup, so each store sets how callers hear that the call is recorded.

How do we turn it on?

Call Intelligence is turned on per store. Managers assign seats to the people they want coached and set up scorecards in settings. Recordings and transcripts show up in Smart Inbox with the rest of the customer’s conversation.

How do we turn it on?

Call Intelligence is turned on per store. Managers assign seats to the people they want coached and set up scorecards in settings. Recordings and transcripts show up in Smart Inbox with the rest of the customer’s conversation.

Your best call this week should teach the whole team

Your best call this week should teach the whole team

Call Intelligence runs on Numa, the AI Operating System for dealerships.

Call Intelligence runs on Numa, the AI Operating System for dealerships.

Get a demo

Get a demo