Real-time agent assist for contact center teams
Agents do not need another dashboard. They need the right sentence while the customer is still on the line. TalkPilot listens to the live call and puts the next line and your company's approved answers on screen, then writes the recap.
Short answer
Real-time agent assist is software that listens to a live customer call and helps the agent while it is happening: suggested answers, company knowledge and reminders about the rules. It is different from post-call quality monitoring, which scores the conversation after the customer has hung up.
- Approved answers when a customer raises a known issue
- A warning as soon as an agent starts to break one of your rules
- A recap with next steps at the end of every call
The cost of after-the-fact quality monitoring
Most contact centers can only review a small sample of calls. Everything else goes unseen. A new agent can give the same wrong answer for weeks before a quality review catches it, and the customers who heard it are already gone.
- Small samples mean most coaching moments are never seen
- New agents take longer to ramp because feedback is slow
- Wrap-up notes are typed from memory after every call
What agents see during the call
With TalkPilot Teams, you load your playbook, your approved answers and your company documents once in the Command Center. During the call, TalkPilot uses them to suggest what to say, brings up the approved answer when a known objection comes up, and warns the agent as soon as they start to say something your rules forbid.
- Approved answers matched to what the customer just said
- Suggestions that use your company documents
- A warning as soon as an agent starts to break a rule in your playbook
- Suggestions shaped by the phrases you want agents to always say, or never say
Wrap-up that writes itself
When the call ends, the takeaway, the next steps and the full transcript are already written. Agents review them instead of typing notes from memory.
What you get
What TalkPilot does
Approved answers
When the customer raises a known objection, the agent sees the answer your company approved.
Rule warnings
A warning on screen when the agent starts to say something a rule in your playbook forbids.
Company knowledge
Upload your policies and product documents, and the live suggestions use them.
Automatic recap
A takeaway, next steps and the full transcript at the end of every call.
Scored calls for supervisors
Calls are scored against your playbook in the Command Center, where supervisors can assign practice and leave coaching notes.
Runs on your stack
TalkPilot listens to the audio on the agent's Mac or Windows computer: softphone, Zoom, Teams or a browser dialer.
Live coaching vs. after-the-call review
| Topic | Post-call tools | TalkPilot |
|---|---|---|
| When you get help | ||
| 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 | ||
| Who reviews the conversation | A manager, when they have time | You get a recap of every conversation, automatically |
| What you do with it | ||
| What you do with it | Remember it for next time | Say the better thing now, then read the recap |
| Setup | ||
| Setup | CRM integration project, admin rollout | Download the app, start it on your next call |
FAQ
Frequently asked questions
What is real-time agent assist?
Real-time agent assist is software that listens to a live customer conversation and helps the agent in the moment, with suggested answers, company knowledge and rule reminders, instead of scoring the call after it ends.
How is agent assist different from post-call QA?
Post-call quality monitoring looks at a small share of calls and reports on them later. Agent assist runs while the call is happening, so the help can change the outcome of that call, not only the next one.
Does it replace call center coaching software?
It changes what coaching is based on. Supervisors still coach, but they can start from scored calls across the team in the Command Center, not only from a few sampled recordings.
Does it work in Spanish?
Yes. TalkPilot coaches in the language of the call, English or Spanish, and the apps and the Command Center are available in both. That matters for teams serving Latin American and US Hispanic customers.
What does it take to roll out?
Agents install the Mac or Windows app and join your TalkPilot Teams workspace. There is no telephony integration project, because TalkPilot listens to the audio on the agent's own computer. Teams costs $40 per user a month, or $32 billed yearly, for 3 to 20 users.
Related on TalkPilot
Help the agent on the call they are on right now
Book a TalkPilot Teams demo and see your own playbook and answers coach a live call.
No bot joins the call. No audio is stored.