AI Live Coach: Real-time agent coaching for contact centers

Most coaching tools analyze conversations after they end. Dialpad AI Live Coach works during the conversation, when guidance can still change the outcome. Built into Dialpad Support for contact centers, AI Live Coach helps teams deliver real-time AI coaching, improve coaching workflows, and support agents with relevant guidance in the moment.

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Real-time AI coaching

AI Live Coach helps contact center leaders build coaching workflows around the moments that matter most. Supervisors can define coaching triggers, guide agents during live conversations, and use post-call insights to identify where teams need more training, support, or process improvements.

Post-call QA is important, but it can only evaluate what already happened. AI Live Coach adds real-time guidance while the interaction is still unfolding, so agents can adjust in the moment and supervisors can connect live coaching to broader QA and performance workflows.

AI Live Coach helps keep agents on-track

Improve agent onboarding workflows

New agents need more than training materials. They need timely guidance while they are learning how to handle real customer conversations.

AI Live Coach supports agent onboarding workflows by surfacing relevant guidance, approved responses, and process reminders during live interactions. That helps newer agents build confidence faster, stay aligned to team standards, and handle customer conversations with more consistency while they ramp.

Connect real-time coaching to quality management

Real-time coaching is most valuable when it connects to the rest of your quality program. Dialpad helps teams pair in-the-moment guidance with post-call insights, QA scoring, and automated quality management workflows, so supervisors can review conversations, identify coaching opportunities, and track quality trends across the contact center.

Use coaching insights for performance management

AI Live Coach analytics can support performance management by helping supervisors understand where agents are excelling, where they may need coaching, and how performance trends connect to customer conversations. Teams can use these insights to identify coaching opportunities, reinforce best practices, and align agent development with contact center KPIs.

Screenshot of Dialpad's integration with other SaaS platforms, showcasing connected services

Give agents real-time information during every call

Instantly connect all knowledge resources

Utilize deep integrations into existing knowledge centers, tools, and systems to power Dialpad’s built-in agent assistant.

Access agent knowledge from a single interface

Eliminate the need for multiple knowledge hubs, extra apps, or dozens of open browser tabs. It’s one place for agents to access all resources.

Delight customers with more effective agent interactions

Find answers to complex customer enquiries, faster. Plus, reduce call handling time and increase customer satisfaction at every step.

AI-powered answers, on demand

AI Live Coach helps contact center agents find relevant answers from connected knowledge sources while customer conversations are still happening. Instead of overwhelming agents with too much information, Dialpad surfaces the guidance they need in the moment, helping teams support more consistent responses across live customer interactions.

Screenshot of Dialpad AI Live Coach providing relevant answers to agent questions based on all connected knowledge

Built-in AI coaching for contact center teams

Real-time coaching during live conversations

Give agents guidance while conversations are still happening, with AI-driven prompts, approved responses, and reminders based on the customer interaction. Unlike coaching that happens only after a call ends, AI Live Coach can help agents adjust in the moment.

Agent onboarding workflows

Support new agents with timely guidance, process reminders, and recommended responses during live customer conversations. These agent onboarding workflows can help teams ramp faster while keeping service quality more consistent.

QA scoring and automated quality management

Connect coaching to QA scoring, post-call insights, and automated quality management workflows, so supervisors can identify coaching opportunities across more customer interactions instead of relying only on manual review.

Performance management

Use coaching insights to support performance management, track quality and behavior trends, and align agent development with contact center KPIs.

Coach from every customer interaction, not just a sample

Instead of relying only on manual call sampling, Dialpad’s AI can help teams analyze post-call insights across 100% of customer interactions. That gives supervisors broader visibility into quality trends, recurring coaching opportunities, and customer experience patterns across the contact center.

Build a closed-loop coaching workflow

Effective coaching should not stop at post-call review. Dialpad helps contact center teams create a closed-loop coaching workflow that connects live guidance, post-call insights, QA scoring, training opportunities, and performance measurement.

That means teams can detect coaching moments, guide agents in real time, review interactions after the fact, recommend follow-up training, and measure whether coaching is improving agent performance over time.

Build coaching into the contact center, not around it

Because AI Live Coach is built into Dialpad Support for contact centers, coaching is part of the same system agents already use to manage customer conversations. It is built in, not bolted on, so guidance, customer context, post-call insights, and coaching workflows can work together inside one contact center platform.