Real-time AI Coaching: Moving from Post-call Analysis to Live Agent Assistance
Intelligent-Egg8844 · reddit · 2026-08-19
The author argues that while many current AI tools focus on post-call analysis (transcripts, QA scores, sentiment analysis), the damage is already done by then. The real opportunity lies in real-time intervention: surfacing the best handling strategies (e.g., how to save a cancelling customer) to agents during the call based on historical top rep data.
Challenges & Concerns:
- Real-time AI assistance risks becoming a surveillance tool, which could hurt adoption.
- Prompts must be useful and non-intrusive to avoid annoying agents.
- Integration and user adoption are major hurdles, especially for fast-growing companies that cannot rely on brute-force management.
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