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What are Conversational Scores?

Conversational Scores are your smart assistant for understanding how conversations with tenants or prospective renters are going. It uses AI to review each interaction and assigns a conversational score to help your team:
  • Respond better and faster
  • Improve the customer experience
  • Boost your leasing performance
Whether it’s a support request or a leasing inquiry, Conversational Scores gives you a clear, easy-to-read breakdown of how well the interaction went and where there’s room to improve.

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Accessing Conversational Scores:

There are two ways to easily navigate to Conversational Scores:
  1. From the Gateway, click into Conversations. From there you will see a link that takes you to Conversational Scores.
  2. Visit compass.travtus.com from you web browser.
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How are Conversations Scored?

Every time a conversation is updated, Conversational Scores automatically processes it through our AI-powered platform. The system looks at what was said, how it was said, and what happened as a result. These insights are then rolled up into a score you can track over time. You don’t need to do anything as the score appears directly in Conversational Scores. Scoringscompass Pn

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What do the Scores Measure?

Conversational Scores score conversations in three key areas:
  1. Issue Resolution We look at whether the customer’s issue was resolved clearly and efficiently. Positive indicators include:
    • The customer’s request was fully resolved
    • Clear next steps were provided
    • The customer expressed satisfaction
    • There were no signs of frustration or confusion
  2. Agent Behavior This section scores how the agent handled the conversation. The AI looks for:
    • Active listening and empathy
    • Clear, respectful, and jargon-free communication
    • Whether the agent confirmed understanding and followed up appropriately
    Bonus points are awarded for personal touches like using the customer’s name, confirming contact details, or summarizing the issue clearly.
  3. Leasing Performance (for leasing-related conversations) For leasing calls or chats, we also score how well the agent guided the prospect toward a tour or booking. Points are given for:
    • Highlighting apartment features and amenities
    • Providing pricing and tour options
    • Using persuasive language to create excitement
    • Confirming or scheduling a tour

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How the Score Is Calculated

Each conversation earns a Total Score out of 100, based on how many relevant behaviors and outcomes were achieved. The formula is: TotalScore = (Points Earned ÷ Points Available) × 100 Points Available by Conversation Type To ensure fairness, the maximum possible points depend on the type of conversation:
  • Leasing (non-call): Max possible points = 136
  • Leasing (call): Max possible points = 116
  • Non-Leasing (non-call): Max possible points = 93
  • Non-Leasing (call): Max possible points = 73
This means leasing calls are judged only on leasing criteria, and non-leasing conversations are scored using the relevant standards.

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Why This Matters

The Conversational Score is more than a number — it’s a lens into how your team is performing in real interactions. Over time, this helps you:
  • Spot training opportunities
  • Understand what’s working well
  • Drive better outcomes for both tenants and your business
And most importantly, it helps you put your best voice forward — every time. If you have questions about how scores are applied to your conversations or want tips for improving your team’s results, email [email protected]. Let us help you turn every conversation into a win.