AI Live Coach Cards
AI Live Coach Cards are built into Dialpad's AI-native contact center solution. As Dialpad AI processes each conversation in real time, the right guidance surfaces automatically on the agent's screen the moment a trigger is detected.
Powered by Dialpad AI, AI Live Coach Cards are keyword-triggered pop-ups that appear on an agent's screen during a live call. The moment a relevant word or phrase is detected (whether said by the agent or the customer) the card surfaces automatically with notes, talking points, or step-by-step guidance. Agents can stay focused on the conversation, not on finding the answer.
This is useful across the full contact center, including onboarding new hires, coaching tenured reps through difficult objections, and keeping teams aligned on messaging for pricing, competitors, or policy changes. Cards can be customized for any topic and applied across multiple teams at once, so you're not building from scratch for every group.
How AI Live Coach Cards work
A trigger keyword or phrase is detected during a live call.
A card surfaces instantly on the agent's screen with the right notes, talking points, or guidance.
The agent gets the information while staying focused on the customer.
That's the core loop. Behind it, admins can build and customize cards for any topic, set triggers based on what the agent says, what the customer says, or both, and deploy cards across multiple contact center teams in a single step. No coding required, and no need to rebuild from scratch for each team.
Instant in-call guidance
Cards surface automatically when a trigger fires. No manual searching, no tab-switching. Agents get what they need without breaking conversation flow.
Fully customizable for your workflows
Create cards for pricing questions, competitor objections, compliance scripts, escalation protocols, or anything else your team encounters regularly. Each card can carry its own trigger logic and be scoped to specific teams or applied platform-wide.
Built for scale
One card can cover multiple contact center groups at once. As your team grows or your messaging evolves, updates propagate across teams without duplicating work.
The right answer when agents need it
AI Live Coach Cards give agents a consistent resource during live conversations, whether they're handling objections, complex support questions, or edge cases that don't come up often. The right information surfaces in the moment, without interrupting the call.
More Dialpad features for contact center teams:
Real-time transcriptions
Supervisors get a bird's-eye view of every active call with transcripts that update in real time as the conversation unfolds. No need to sit in on calls to know what's being said. Full context is available at a glance from the active calls screen.
Sentiment analysis
Dialpad's live sentiment analysis shows whether calls are trending positively or negatively, directly in the active calls view. Supervisors can spot a call that's going south and step in before it escalates, without monitoring every conversation individually.
AI Playbooks
With Dialpad's AI Playbooks, coaches and supervisors can track whether reps are following sales methodologies like BANT, SPICED, SNAP, and SPIN. Dialpad AI can suggest specific questions or phrases during a call, detect whether the behavior occurred, and automatically check the task off the list. Managers are notified if it wasn't completed.
Contact center analytics
From call durations and missed calls to heat maps showing volume patterns, Dialpad's built-in contact center analytics give managers the data they need to maintain service levels and improve the customer experience over time. Because all of your conversations happen in one place, that data adds up into operational intelligence teams can actually act on.
Easy call routing
Need to adjust call routing? Make changes in a few clicks directly from your online dashboard. No IT ticket required.
Workforce management
Dialpad WFM lets teams forecast demand, build schedules, and track schedule adherence alongside contact center analytics. Connecting workforce management with real-time dashboards and historical trends helps teams align staffing, agent performance, and customer experience more effectively.
Agents getting tripped up by tricky questions?
See how AI Live Coach Cards can help your contact center handle difficult questions more quickly and consistently.
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