Person speaking into a headset while sitting at a laptop, with Dialpad's Real-time Assist feature overlaid on top

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 customize 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 now automatically pop up on screen:

Screenshot of Dialpad's real time assist card feature popping up helpful notes for an agent or rep when a tricky question comes up on a call.

AI-powered Agent Assists

Not only that, Dialpad also has an Ai Agent Assist feature which automatically pulls information for agents and sales reps from a variety of data sources—even unstructured ones like PDF documents and even past customer conversations:

Screenshot of Dialpad’s Ai Agent Assist feature automatically searching for information to help an agent or rep in real time

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!

Features designed for super-agents and supervisors

Screenshot of Dialpad Ai transcribing a phone call in real time.

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.

Screenshot of Dialpad Ai analyzing the sentiment of multiple calls in real time

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.

Screenshot of call analytics dashboard in dialpad

Easy call routing

Need to make changes to your call routing options? Do that in just a few clicks, right in your online dashboard.

Screenshot of Dialpad's built-in heat map analytics feature showing average speed to answer.

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.

Screenshot of playvox integration in dialpad

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 on your own!