Real-time agent assist for contact centre teams
Agents do not need another dashboard. They need the right sentence while the customer is still angry. TalkPilot listens to the live call and puts the answer, the policy line and the de-escalation prompt on screen, then handles the after-call work.
Short answer
Real-time agent assist is software that listens to a live customer call and gives the agent guidance while it is happening: suggested answers, knowledge-base articles, compliance reminders and sentiment warnings. It differs from post-call quality monitoring, which scores the conversation after the customer has already hung up.
- Answers surfaced from your knowledge base mid-call
- Sentiment and escalation warnings before the call goes wrong
- Automatic wrap-up notes and disposition summary
The cost of after-the-fact quality monitoring
Most contact centres review 1–2% of calls. Everything else is invisible. A new agent can give the same wrong answer for three weeks before a QA sample catches it, and the customers who heard it are already gone.
- Low sample coverage means most coaching moments are never seen
- Ramp time stays long because feedback is slow
- After-call work eats 10–20% of every agent's shift
What agents see during the call
TalkPilot follows the conversation and surfaces what is relevant right now: the refund policy when a refund is requested, the retention offer when the customer says cancel, the required disclosure when the topic turns to billing.
- Knowledge-base answers matched to what the customer just asked
- Required compliance phrases flagged if they have not been said
- De-escalation prompts when tone shifts
- Live checklist so nothing in the script gets skipped
After-call work that finishes itself
When the call ends, the summary, the reason code and the next action are already written. Agents review and submit instead of typing from memory, which is where most of the handle-time saving actually comes from.
What TalkPilot does
Live answer surfacing
The relevant policy or article appears when the customer asks, without the agent searching for it.
Compliance prompts
Mandatory disclosures are tracked during the call and flagged if they are missing.
Sentiment warnings
A quiet signal when the customer's tone turns, early enough to change the outcome.
Automatic wrap-up
Summary, disposition and follow-up written for the agent at the end of every call.
100% coverage
Every conversation is analysed, not a QA sample, so supervisors coach from the whole picture.
Runs on your stack
TalkPilot listens to audio on the agent's machine, softphone, Zoom, Teams or browser dialler.
Live coaching vs. after-the-call review
| Post-call tools | TalkPilot | |
|---|---|---|
| When you get help | After the call, in a recording review | During the call, while you can still change the outcome |
| Who reviews the conversation | A manager, when they have time | Every conversation, automatically |
| What you do with it | Remember it for next time | Say the better thing now, then get the recap |
| Setup | CRM integration project, admin rollout | Download the app, join your next call |
Frequently asked questions
What is real-time agent assist?
Real-time agent assist is software that listens to a live customer conversation and gives the agent in-the-moment guidance, suggested responses, knowledge-base answers, compliance reminders and sentiment alerts, instead of scoring the call after it ends.
How is agent assist different from post-call QA?
Post-call quality monitoring samples a small share of calls and reports on them later. Agent assist runs on every call while it is happening, so the guidance changes the outcome of that call rather than the next one.
Does it replace call centre coaching software?
It changes what coaching is based on. Supervisors still coach, but from full coverage of every conversation and from patterns across the team, not from a handful of sampled recordings.
Does it work in Spanish?
Yes. TalkPilot handles Spanish-language calls, which matters for BPO teams serving Latin American and US Hispanic customers.
What does it take to roll out?
Agents install the desktop app. There is no telephony integration project required to start, because TalkPilot listens to the audio on the agent's own machine.
Help the agent on the call they are on right now
Install TalkPilot on one team and compare handle time and QA scores after two weeks.