Agent assist for contact centers
Give every agent your approved answer, in English or Spanish.
A desktop app on each agent's computer hears the call and puts your script and approved answers on screen while they talk to the customer.
- No bot joins the call
- Nothing to connect to your phone system
- English and Spanish
TalkPilot“Just promise me the refund and I'll hang up.”
“I can't promise it on this call. I'll file it now, and billing will answer you by tomorrow.”
Example of what an agent sees on screen during a call.
The problem
QA hears a few calls. On all the others, your agents are on their own.
Your script, disclosures and approved answers are written down somewhere. On a live call, with a queue waiting, agents work from memory.
The script is a PDF nobody opens mid-call.
Under pressure, agents skip verification or improvise the disclosure.
QA finds the mistake a week later.
By then the customer has a promise nobody can keep.
You are always training someone new.
New agents learn the answers on real customers, and escalate what they don't know.
The call switches to Spanish. The script doesn't.
Bilingual agents translate your process in their head, live.
TalkPilot puts your script, your approved answers and your rules on the agent's screen during the call.
With TalkPilot
Same call, handled your way.
Four moments every contact center knows.
A caller asks for account details before verifying
Without TalkPilotThe agent wants to help fast and reads out the balance.
With TalkPilotThe script step on screen shows verification is still open, so the agent asks the security questions first.
An agent starts to promise a refund
Without TalkPilotQA hears it a week later, if the call is in the sample.
With TalkPilotYour rule puts a warning on the agent's screen, and the call goes to the review queue.
A new agent gets a question they've never heard
Without TalkPilotThe caller waits on hold while they ask a teammate.
With TalkPilotYour approved answer comes up before any other suggestion.
The caller switches to Spanish
Without TalkPilotThe agent translates your English script on the fly.
With TalkPilotCoaching follows the call into Spanish, and your approved answers match in both languages.
Your team follows your process on every call.
How it works
Set it up once. Every agent uses it.
- Set up
1. Load your script and answers
In the Command Center, start from the contact center template in English or Spanish and edit it. Then add your approved answers and upload your policies.
- Rules like “never ask for a password”
- Policies as PDF, Word, PowerPoint or text
- One playbook for everyone, or one per team
- Install
2. Each agent gets the desktop app
TalkPilot runs on the agent's Mac or Windows computer, in a small window next to the call. It hears the agent's microphone and the computer's sound, so it works with the softphone they already use.
- No bot joins the call
- It listens only after the agent clicks Start
- No audio is recorded or stored
- Coach
3. Help on screen during the call
The agent sees the step of the script, your approved answer when a known question comes up, and a warning if they say something your rules forbid.
- Suggestions after every caller turn, or only when the agent clicks Assist
- Rule warnings show up either way
- Review
4. Supervisors review in the Command Center
Each call is scored against your playbook. Rule breaks and low scores go to a review queue, so QA starts with the calls that need it.
- Coaching comments for each agent
- See who installed the app and who actually uses it
What you get
Live help for agents, a clear view for supervisors.
- Teams
A warning the moment a rule is broken
Add rules to your playbook, like “never ask for a password” or “don't promise refunds”. If an agent says it, TalkPilot warns them right away and the call goes to the review queue.
Approved answers first
Write your answers to the questions callers ask most. When one comes up, your answer shows before any other suggestion.
The script step on screen
The agent sees which step the call is in and what is still open, like verifying the caller.
- EN + ES
Made for bilingual teams
Coaching follows the language of the call, even when it switches mid-call. The app, the Command Center and the playbook templates come in English and Latin American Spanish.
Scores and a review queue
Supervisors see scores for each agent, the calls to review and a leaderboard.
Practice before real callers
Agents rehearse by voice with an AI that plays the customer: redo a real call, or describe one in a sentence. Each run gets a score.
Learn from your best agent
Add transcripts from your best agent. Team DNA finds the answers and phrases that work, and you choose what goes into the playbook.
Works with what you use
Works next to the softphone your agents already use.
TalkPilot hears the agent's microphone and the computer's sound, so there is nothing to connect to your phone system. After the call, the recap can go to your CRM or Slack.
Works alongside
Nothing to install in these apps, and no bot joins the call.
Genesys CloudAgent softphone
Five9Agent softphone
NICE CXoneAgent softphone
TalkdeskAgent softphone
AvayaAgent softphone
Amazon ConnectAgent softphone
- Phone callsAny softphone on the agent's computer
Connects to
Nothing is sent until you review it.
HubSpotLiveLog the call to a contact
SalesforceLog the call, see the contact
SlackPost the recap to a channel
OutlookCalendar and follow-up emails
GmailLiveFollow-up opens as a draft
Before you book a demo
Is it a fit for your contact center?
Straight answers, so the demo is about your calls and not about surprises.
A good fit when
- Agents take calls on a Mac or Windows computer, with a softphone or a calling app.
- Calls are in English, Spanish or both.
- You have a script, rules or approved answers you want followed.
- You want QA to start with the calls that broke a rule or scored low.
Not built for this, today
- It doesn't connect to your phone system, dialer or helpdesk (like Zendesk).
- Supervisors can't listen in live. They review calls after they end.
- It doesn't record audio, so keep your call recorder if you need recordings.
- Desk phones whose calls don't play through the computer.
- Languages other than English and Spanish.
Pricing
Simple pricing for your whole team.
One price per agent, with everything in Pro for every seat. Teams starts at 3 agents with no maximum, and Enterprise adds custom terms and SCIM.
For one person
Pro
$20a month
Bought inside the app.
- Unlimited conversations, up to 2 hours each
- Every mode, plus Teleprompter (the full sentence to say)
- TalkPilot reads your documents before the call
- The full Deep Dive after every conversation
- Full practice
For teams of 3 or more
Teams
Custom
Priced for your team. From 3 users, no maximum.
- Everything in Pro, for every seat
- Shared playbook
- Approved answers
- Shared knowledge base
- Phrases to always or never say
- Team DNA: learn from your best people
- Command Center: the web panel where managers see every call and score
- Coaching notes per person
- Roles: admin, manager, member
For extra needs
Enterprise
Custom
Billed annually.
- Everything in Teams
- A contract and billing that fit your company
- User provisioning with SCIM
- Tell us what your security team needs
Tell us what your organization needs.
Want to see what it could be worth for your team?
Try the ROI calculatorFAQ
Questions, answered.
- A Mac or Windows computer where the call plays, through a softphone or a calling app on the desktop or in the browser. You install the TalkPilot app once and it updates itself. Nothing is installed on your phone system.
See it with your own script.
Book a demo and bring the questions your callers ask most. We'll show you what your agents would see, in English or Spanish.
No bot joins the call, and no audio is stored.
Learn more
Keep reading
- AnswerWhat an AI assistant for live customer calls needs
- AnswerReal-time vs post-call coaching
- GuideAI coaching for call centers
- GuideReal-time agent assist for small call centers
- From the blogDE-ESCALATE Framework: A Mac AI Assistant for Meetings GuideMaster customer escalations with the DE-ESCALATE framework. This guide shows how a real-time Mac AI assistant for meetings empowers support agents to resolve conflict and improve CSAT effectively.
- From the blog3 Types of Support AI: Chatbot vs KB vs Real-Time AI AssistantConfused by customer support AI? We break down the 3 main types: autonomous chatbots, assistive knowledge bases, and augmentative real-time AI assistants to help you choose.