AI assistant for live customer calls: what is real-time agent assist?

• Listens to the agent and the customer, and turns the call into text in real time.
• Suggests the next question, answer or step after the customer finishes speaking.
• Shows the company's approved answer when a customer raises a known objection.
• Helps the agent follow the call flow the team agreed on.
• Writes a summary and action items when the call ends.

TalkPilot does these things for support, customer care and contact center teams. With TalkPilot Teams, an admin adds the team's playbook, company knowledge and approved answers in the Command Center, and every agent's coach uses them. There is a contact center playbook preset to start from.

A chatbot talks to the customer. Agent assist does not. It helps the human agent, and the customer only hears the agent.

A call recording helps after the call. Agent assist helps during it. Some teams use both.

Good timing

A suggestion that arrives after the moment has passed is noise. TalkPilot waits until the customer finishes their thought, ignores short replies like “okay”, and drops a suggestion that would arrive too late instead of showing it.

Real Spanish

Many support teams work in Spanish. TalkPilot transcribes and coaches in English and Spanish, follows the language of each call, and follows a switch if the customer changes language mid-call. The app's Spanish is neutral Latin American Spanish.

Privacy

TalkPilot does not save call audio, and no bot joins the call. Suggestions show on the agent's own screen, never to the customer. The call is kept as a text transcript.

Short suggestions

An agent on a call has a second to read. Suggestions must be a few words, not paragraphs. In TalkPilot, you choose short, medium or long replies.

Your company's answers

The assistant should repeat what your company approved, not invent policy. TalkPilot Teams lets you add approved answers and company documents that the coach uses.

Fits your current setup

On Mac and Windows, TalkPilot listens to the agent's microphone and the computer's sound, so it does not need to plug into your phone system.

TalkPilot is not a contact center platform. It does not route calls, replace your phone system, or keep call recordings for quality review. It runs on each agent's own computer or phone. If you need full recordings, you need a separate tool for that.

Recording and consent rules apply to support calls too. Check what the law requires where you and your customers are, and follow your company's policy on telling customers. With TalkPilot Teams, agents can copy a ready-made disclosure line from the app.

TalkPilot Teams is $32 per user per month billed annually, or $40 billed monthly, from 3 users, with no maximum. It runs on Mac, Windows, iPhone and Android, in English and Spanish.