AI Coaching Hub for sales and support teams

What is Dialpad's AI Coaching Hub?

AI Coaching Hub is Dialpad's supervisor-facing coaching and performance dashboard for support and sales teams. It works alongside AI Scorecards, AI CSAT, and real-time agent assist from AI Live Coach Cards, giving coaches and managers on-demand visibility, goal tracking, and adherence data, so supervisors can spot coaching opportunities and measure progress without leaving the platform.

See all grades and scores at-a-glance

Rely on one dashboard, featuring a customizable leaderboard, to view AI Scorecard grades, AI CSAT, and playbook adherence in one place. When a score dips below target, drill into that agent's conversations from the same dashboard to identify where AI coaching is needed before their next call.

Easily monitor agent and rep adherence

Ensure that your team is complying with best practices and identify those who have low adherence to your prescribed playbooks. Playbook adherence is tracked directly from AI Playbooks, so when adherence drops, you can pull up the specific conversations behind that score and provide targeted AI coaching before the pattern repeats.

Identify live coaching opportunities

See conversations ranked from low to high quality, and easily identify opportunities for real-time and post-call coaching. From there, AI Live Coach gives agents immediate answers pulled from your knowledge bases while they're still on the call, and AI Live Coach Cards trigger pop-ups with speaking points and recommended workflows the moment a conversation calls for them. Together, this AI agent assist keeps agents supported in the moment, not just coached after the fact.

Measure customer satisfaction on every call

Traditional CSAT surveys only capture feedback from customers who choose to respond, leaving most conversations unmeasured. AI CSAT closes that gap by combining sentiment and intent signals to score every call, giving you a complete picture of customer satisfaction instead of a partial one.

Catch escalations before they happen

Monitor sales and contact center conversations as they happen, and let AI Call Purpose flag caller intent based on specific keywords the moment they come up. When a call shows signs of turning into an escalation, supervisors can jump in immediately, turning this agent coaching software into a way to prevent problems, not just review them afterward.

Optimize quality assurance

Automatically grade conversations against your pre-determined quality metrics with AI Scorecards, using ready-made templates or your own custom questions. When a score comes back low, pull up the exact moment in the transcript that triggered it, so you can turn a missed metric into a specific coaching point instead of a mystery grade.

AI coaching for your industry

Coaching needs look different depending on what your team handles day to day. AI Coaching Hub adapts to these differences through customizable scorecards, playbooks, and adherence tracking built around each team's own workflows. Learn more about how contact centers work in your industry:

• Healthcare: balancing coaching with HIPAA-ready handling of sensitive patient information

• Financial services: coaching toward compliance-heavy scripts and disclosures

• Retail: faster ramp-up during seasonal hiring spikes

• Logistics: coaching agents through time-sensitive updates like shipment delays or delivery issues