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

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 centres, AI Live Coach helps teams deliver real-time agent coaching, improve coaching workflows, and support agents with relevant guidance in the moment.

Get a demo

The world’s biggest brands love Dialpad

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.

Highly accurate response rates

Dialpad's AI Live Coach's powerful semantic search provides highly accurate answers to agent questions in real time.

Actionable insights, with AI Live Coach analytics

Leverage out-of-the-box analytics to see which questions customers are prioritising, and identify areas where your knowledge centres aren’t populating an appropriate answer.

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

Improve first call resolution with faster access to agent information

Instantly connect all knowledge resources

Utilise deep integrations into existing knowledge centres, 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 leverages the latest advancements in Generative AI and LLMs to provide natural-language, contextually relevant answers to agent questions based upon all connected knowledge. Instead of presenting agents with an overwhelming amount of information, AI Live Coach only delivers the information agents need, when they need it.

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

Built-in AI changes everything

Out-of-the-box productivity

AI Live Coach works immediately, without the need for extra programming.

Generative AI Answers

AI Live Coach automatically generates natural-language responses that are easier for agents to understand and communicate to customers.

Tools & automations

Create deep integrations into agent tools to streamline processes like billing.

Actionable analytics

Understand agent behaviour including success rate, feedback on answer quality, conversation volume, and more.

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.