Live agent assist
AI on the call, while the agent is still on it
A running summary, Arabic-aware sentiment, a suggested response and a suggested disposition, beside the live call. Transcription the agent starts and stops, and transcripts that are redacted, searchable, retained by policy, exportable and holdable.
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Quick answer
What you get
Everything in one workspace
Live call summary
A summary of the call builds while the call is still happening, so the agent is not writing notes from memory afterwards.
Sentiment during the call
Sentiment is read live, and it is Arabic-aware rather than an English model pointed at Arabic audio.
Suggested response
The assistant offers a response the agent can use, edit or ignore. The agent is still the one talking.
Suggested disposition
A disposition is proposed at the end of the call. The agent confirms it, which is how dispositions stay worth reporting on.
Live transcription, on demand
Transcription starts and stops on the call, with the transcript visible as it is produced.
Language detection per call
The language of each call is detected, so a mixed-language floor does not need agents to declare what they are speaking.
Redacted transcripts
Transcripts are redacted, so what gets stored and searched is not a plain-text copy of everything a customer read out.
Searchable history
Transcripts are durable and searchable, which is how you find the four calls where a promise was made instead of listening to four hundred.
Retention by policy
Transcripts are retained on your policy rather than kept forever by default.
Legal hold and export
Put a transcript on legal hold so retention cannot delete it, and export when a case or a regulator asks.
Coaching rules to supervisors
Coaching rules configured in the operations center surface prompts to supervisors while calls are running, so intervention happens during the shift.
Your keys or ours
AI can be switched on per tenant, with managed keys or your own keys, and usage is metered either way.
Transcripts
A transcript that survives the call it came from
Transcription starts and stops on the call, and the agent watches the transcript as it forms. What matters afterwards is that the transcript is durable: redacted, searchable, retained on your policy, exportable, and holdable.
Legal hold is the part contact centers in regulated work ask about first. A transcript on hold is exempt from the retention policy, so a case cannot be quietly aged out from underneath you.
- Start and stop transcription on the call, with the transcript in view
- Transcripts redacted before they are stored
- Searchable across calls, retained by policy
- Export on request, and legal hold that overrides retention
- Language detected per call
The assist panel
Four things the agent gets, while it still matters
The assistant panel sits beside the live call and produces four things: a running summary, a sentiment reading, a suggested response, and a suggested disposition at the end.
All four are suggestions. The agent uses them, edits them or ignores them, and the agent still sets the disposition. Sentiment is Arabic-aware, which is the difference between a usable reading and a number that quietly means nothing on half your floor.
- Running summary, sentiment, suggested response, suggested disposition
- Arabic-aware sentiment, with the call's language detected
- Coaching rules from the operations center surface prompts to supervisors
- AI switched on per tenant, with managed keys or bring-your-own keys
- Usage metered, which matters when you resell the platform
How it compares
| Post-call review only | DialerBee live agent assist | |
|---|---|---|
| When the agent gets help | In a coaching session next week | During the call, in the assist panel |
| Sentiment in Arabic | An English model pointed at Arabic audio | Arabic-aware sentiment, with the language detected per call |
| Notes and disposition | Written from memory after the call | A running summary and a suggested disposition the agent confirms |
| Transcripts | A recording someone has to listen to | Redacted, searchable, retained by policy, exportable, with legal hold |
| Supervisor intervention | After the numbers come in | Coaching rules from the operations center surface prompts while calls are running |
| AI keys and cost | Bundled and opaque | Per tenant, managed keys or your own, usage metered |
Frequently asked questions
What is live agent assist in DialerBee?+
It is the AI that runs beside a human agent during a call. In the assist panel the agent gets a running summary of the call, a sentiment reading, a suggested response and a suggested disposition. All of it is advisory: the agent decides what to say and confirms the disposition.
Does sentiment work in Arabic?+
Sentiment is Arabic-aware, and the language of each call is detected, so a floor running Arabic and English calls does not need agents to declare which is which. That matters because a sentiment score produced by an English-only model on Arabic audio looks like data and is not.
Is every call transcribed?+
Transcription is started and stopped on the call, and the transcript is visible while it is produced. What is transcribed is your decision rather than an all-or-nothing setting applied to the whole tenant.
What happens to transcripts afterwards?+
They are durable. Transcripts are redacted, searchable across calls, retained according to your policy and exportable. A transcript can also be placed on legal hold, which exempts it from the retention policy so it cannot be aged out while a case is open.
Do supervisors see any of this while a call is running?+
Yes. Coaching rules are configured in the operations center, and when a rule fires the prompt surfaces to supervisors during the call. That is what turns a coaching point into an intervention on the same shift instead of a note for next week.
Whose AI keys are used?+
Yours or ours. AI can be switched on per tenant, using managed keys or bring-your-own keys, and usage is metered either way. Resellers usually want their own keys and their own metering per customer, and that is supported.
Does the AI set the disposition itself?+
It suggests one. The agent confirms or changes it. Keeping a person in that step is what stops the disposition report from slowly filling with whatever the model guessed, which would make every downstream number worse rather than better.
Can I search across transcripts later?+
Yes. Transcripts are searchable, so you can find the calls where a specific promise, price or product was mentioned rather than sampling recordings by hand. Export and legal hold work on the results.
See the assist panel on a live call, on a demo tenant
A 30-minute walkthrough on a demo tenant, in English or Arabic.