Before we wrote a line of Live Assist, I spent weeks listening to recordings of lost bookings. Bath calls, window calls, flooring calls. The pattern was brutal because of how small the failures were: in recording after recording, the fix was one sentence the agent needed in that exact moment.
And in most contact centers, that sentence eventually arrived. It showed up two days later in a QA review, read by an agent who could no longer do anything about it. The coaching was right. The timing made it worthless.
So we built Live Assist to deliver the sentence while the caller is still on the line.
Introducing Live Assist
Live Assist is a side panel that runs beside the agent in Salesforce or Five9, through every call. No new tab, no second screen, no context switching. It does three things:
- Live checklists that run the call: your booking process on screen, checking itself off as the agent covers each step, in their own words.
- Objection handling in the moment: the proven response pops up the instant the caller pushes back.
- Auto-entry into the CRM: call details, qualification answers, and outcomes fill themselves in as the conversation happens.
The agent stays focused on one job: building value, qualifying the customer, and getting them excited for the appointment.
A live checklist that runs the call
Every high-performing contact center has a booking process. The problem was always keeping it alive on the two-hundredth call of the week. The checklist makes it ambient:
- Follow the process in their own words: intent detection marks a step complete when it actually happened, so natural conversationalists score as well as they sell.
- Qualify completely, every time: home ownership, rooms, project scope, and who makes the decision, captured without a clipboard read-aloud.
- Set appointments built to hold: prompts for the all-decision-makers discount, arrival windows, and the spouse confirmation land at the right moment.
- End on excitement: the close sells the visit itself, so the appointment survives until the rep is at the door.
I have already bought the materials
ExpandGreat, installation is where most projects go wrong. Ask what they bought.
Objection handling, the moment it happens
When the caller says they already bought the materials, the agent sees the play immediately: acknowledge it, and ask what they bought, because installation is where most projects go wrong.
- The response appears with the objection: a card pops with the opening line and the reasoning behind it.
- Expand for the full talk track: one tap opens the complete objection-handling checklist for that concern.
- Detection runs on intent: the concern is recognized in whatever words the caller uses, so the play arrives even when the phrasing is new.
Agent · in his own words
Totally. Let me grab a few quick details so I can get the right person out to you.Zero context switching, zero data entry
Everything lives where the agent already works, and the paperwork does itself:
- Beside the dialer:the panel embeds into Salesforce and Five9 via iframe, with the customer's full history loaded before the second ring.
- Call details fill themselves: name, rooms, project type, and qualification answers land in the CRM as they are spoken.
- Transcript and outcome logged: after-call work disappears, and 100% of calls arrive scored for the manager's coaching queue.
Together: appointments that get set, and stay set
Teams run Live Assist to catch the moments that decide the week:
- Price pushback mid-call: the agent answers with value while the caller is still engaged, and the booking step follows immediately.
- All decision-makers in the room: the discount prompt gets both homeowners to the appointment, which is where demo rates are won.
- The excitement close: callers who hang up looking forward to the visit cancel less and show more.
- The day-three agent: a new hire runs the same checklist, the same plays, and the same context as a veteran, so learning happens on calls that still book.
7%+ lift in set rates.
What happens when every agent gets the right sentence at the right moment, on every call, every shift.
The impact
When the guidance arrives during the call, the numbers follow:
- Higher set rates on the same call volume
- Lower cancellation rates, because appointments are set with the right people and real excitement
- Higher demo and close rates downstream, because the field team walks into qualified homes
- Faster new-agent ramp, with the process on screen from day one
Teams roll Live Assist out on their real call flow from day one, so the set-rate impact shows up in the numbers you already track, on your own calls, within the first weeks.
The future of the contact center is human, assisted
The agents who win are the ones free to listen. Live Assist carries the recall, the process, and the paperwork, so your people spend every call on the part machines cannot do: building trust, reading the moment, and earning the appointment.
That is the bet behind Live Assist, and it is why the strongest contact centers we work with treat it as their agents' unfair advantage.