Copiloto en Llamada

Listens alongside a live advisor call, tracks sentiment and script adherence in real time, surfaces a sourced procedure card only when it has one, and writes the closing note and disposition to the CRM only after the advisor confirms.

THE CONTEXT

The advisor searches for the answer while the customer is still on the line

A customer asks a question, the advisor knows the answer exists somewhere, and searches for it live across a knowledge base, a CRM and a campaign document while holding the conversation or putting the customer on hold. After the call ends, the advisor reconstructs what happened from memory to write the note and choose a disposition — and that reconstruction is what later feeds reporting, billing and decisions. A call that is about to escalate is discovered once the complaint arrives, not while it is still happening.

THE SOLUTION

The answer arrives with a source, or it does not arrive at all

The copilot listens alongside the call, loads the customer's record and campaign context the moment it connects, and shows a sourced procedure card only when it has one, otherwise it logs the gap instead of guessing. It reads sentiment and script adherence throughout the call, tags the topic and subtopics, transcribes it in full, and drafts the closing note and disposition, writing to the CRM only once the advisor confirms.

KEY CAPABILITIES

A system built to assist the advisor, never the caller

Reads sentiment and script adherence live

Visualizes the caller's emotional state and scores adherence to the account's script and guidelines throughout the call. A sustained escalation in sentiment reaches the supervisor with a live link to the call, never a prompt telling the advisor how to react.

Never writes to the CRM without the advisor's OK

It drafts the closing note and disposition, but the write only happens after explicit confirmation; past the time limit, it flags the case for a supervisor instead.

Classifies the call and drafts the closing note

Tags the topic and subtopics detected in the call, transcribes it in full, and drafts the closing note, summary and disposition automatically, eliminating manual post-call write-up without deciding it for the advisor.