Real-time Assist
With Dialpad's Real-time Assist (RTA) cards, contact centre agents get automatically triggered pop-ups on their screens with notes on how to speak to tricky questions. Book a product tour to see it in action!
Real-Time Assist (RTA) cards can help tremendously with onboarding new agents or reps for customer support, sales, and really any contact centre teams.
For new agents who are still getting their feet wet, RTA cards are useful because they automatically pop up on agents' screens with all the relevant information for certain topics—as soon as the trigger keywords or phrases are spoken.
How it works in Dialpad
1. Log into your Contact Centre account and go to Admin Settings > Call Centres > Artificial Intelligence
2. Click Create a card. You'll be able to customise what notes appear on the card for your agents, which words or phrases trigger the RTA card to appear, who it's triggered by (you can set RTA cards to be triggered by something said only by the agent, the caller, or both), and provide a short description for the card so that everyone knows what it's for.
3. If you want, you can apply RTA cards across multiple contact centre teams so you don't have to create separate ones for each team. Once you're done, just hit Apply to call centre.
That's it! Your RTA cards will not automatically pop up on screen:
Like cheat sheets, but better
Does your contact centre need extra help with answering customer questions effectively (and quickly)? Book a demo to see how RTA cards can help with that, or take a self-guided interactive tour of the app on your own first!
Features designed for super-agents and supervisors
Real-time transcriptions
Supervisors can get a bird-eye view of how every call in their contact centre is going and scan transcripts (which get updated in real time as the conversation is happening) to get full context.
Sentiment analysis
Imagine if supervisors could see if calls are going south—without having to sit in on each call personally. Dialpad's live sentiment analysis feature shows whether calls are going positively or negatively right in the active calls screen to help you keep an eye on everything.
Easy call routing
Need to make changes to your call routing options? Do that in just a few clicks, right in your online dashboard.
All the analytics you need
From call durations to missed calls to heat maps showing call volume patterns, Dialpad comes with built-in analytics that help contact centre managers maintain service levels and provide a better customer experience.
Advanced WEM / WFM features
Get real-time agent forecasting, scheduling, quality management, and more—all in one fully integrated suite. With Dialpad's Playvox integration, you can turn support agent data and customer activity into easily digestible dashboards and give supervisors everything they need to maintain contact centre performance.
Agents getting tripped up by tricky questions?
Book a demo to see how easy RTA cards are to create, and how they can help your contact centre answer difficult customer questions more quickly. Or, take a self-guided interactive tour of the app first!