Real-Time Guidance for Call Center Agents

Boost Agent Confidence with AI-Powered Call Center Coaching

On The Call provides real-time coaching & automated note-taking for call agents

On The Call provides real time prompts to call agents for improvement in call efficiency, communication and compliance. Calls are transcribed and summarized to free the agents from note taking.

As the call proceeds, the agent sees relevant prompts that support the conversation: these might include reminders of basic compliance questions or suggestions of products and services to discuss.

The call audio is passed via an API to our nodes which run several models concurrently to analyze what is being said, and identify which prompt to promote. For compliance the caller will see as they complete the checklist.

Key features & benefits

Real-time Guidance

Provides agents with instant, relevant prompts and suggestions during live calls, enabling them to liten carefully and to focus on the conversation.

AI-Powered Coaching

Utilizes AI to analyze conversations and deliver personalized coaching tailored to each interaction

Automated Note-Taking

Transcribes calls and summarizes key information, freeing agents from manual note-taking and improving accuracy.

Compliance Assistance

Guides agents through compliance requirements, completes the checklist, and ensures adherence to regulations. Training can be offered to agents who fail to complete the checklist

Improved Customer Experience

Agents are able to provide relevant detailed information thanks to the prompts. Additional support with communication strategy and tone is also available, which enhances customer interactions and builds stronger customer relationships.

How does it work

Call Initiation

When an agent initiates a call, "On The Call" begins to actively listen within the interface

Real-time Audio Analysis

The call audio is transmitted securely to "On The Call" servers via an API.

Advanced AI models analyze the conversation in real-time, including speech recognition, sentiment analysis, and topic identification.

Prompt Generation

The audio is transcribed in real time, and passes into many modelling nodes which analyse the conversation content and decide which prompt/s to provide.

Example: "Ask for permission to send an email and confirm email address."

Prompt Delivery

Real-time prompts are displayed directly to the agent within their call center interface.

Prompts are presented in a non-intrusive and easy-to-understand manner, such as pop-up notifications or on-screen reminders.

Call Transcription & Summarization

"On The Call" transcribes the entire call conversation and generates a concise summary.

This eliminates the need for manual note-taking by agents, freeing them to focus on the customer interaction.

Post-Call Analysis & Reporting

Call recordings and summaries are stored securely for further analysis and reporting.

Data can be used to identify areas for improvement in agent performance, refine coaching strategies, and optimize call center operations.

Empower Your Agents with Real-Time Guidance

Boost Agent Confidence & Drive Sales with AI-Powered Call Center Coaching

Book a meeting

Discover our complete product suite

hello world!