Real-Time Call AI

Real-Time Call Center AI | Smart Contact Center Assistant

Real-Time Call Center AI is an intelligent assistant designed to empower call center agents with real-time prompts and guidance during customer conversations. Leveraging your company knowledge base, it acts like having your best expert guiding every conversation, helping to improve response quality and customer satisfaction.

How It Works

1. Connect Your Calls — Seamlessly integrate with your existing phone system to enable real-time assistance during live calls.
2. AI Analysis — Real-time transcription of the conversation plus intelligent, context-aware suggestions drawn from your knowledge base.
3. Agent Guidance — Provide agents with on-the-spot prompts, recommended responses, and relevant information to resolve inquiries faster.
4. Feedback Loop — Continuously improve suggestions as your knowledge base grows and agent feedback is incorporated.

Benefits

• Real-time prompts and suggestions to guide conversations
• Reduced handle time and improved first-contact resolution
• Higher customer satisfaction through faster, more accurate responses
• Knowledge-base-driven insights to keep agents aligned with current policies and processes

See It In Action

Ready to transform your call center performance? Request a demo to see real-time AI prompts in action with your data.

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Use Cases

• Inbound customer support with dynamic knowledge-base suggestions
• Technical support requiring quick access to product information
• High-volume call centers needing consistency and compliance across agents
• Training and onboarding support by providing real-time guidance to new agents

How It Works (Technical Overview)

• Integration: Works with existing telephony systems and CRMs for seamless data flow.
• Transcription: Real-time speech-to-text transcription for live analysis.
• AI Engine: Analyzes conversation context against your knowledge base to generate prompts.
• Actionable Outputs: On-screen prompts, suggested responses, and relevant KB articles delivered to the agent UI.

Safety and Compliance Considerations

• Ensure data handling complies with privacy regulations and internal data policies.
• Use prompts that respect customer consent and privacy preferences.

Core Features

• Real-time transcription of live calls
• AI-powered, context-aware suggestions drawn from company knowledge base
• On-screen prompts and suggested responses for agents
• Seamless integration with existing phone systems
• Knowledge-base-driven guidance to improve accuracy and consistency
• Potential to reduce average handle time by up to 30%
• Continuous improvement through agent feedback and knowledge base updates