A live coach beside every agent

Live Assist is the real-time coaching part of Craft Call Center Coaching, QA & Live Assist. It gives agents guidance during the customer conversation, so they can fix booking and process gaps before the opportunity is lost, not days later in a manager review.

Keyword tools listen for exact phrases. Craft listens for intent: did the agent actually complete the step? Your best agents keep using their own words, the customer history comes forward automatically, and the right step gets done while the call is still active.

Yes. Prior calls, appointments, quotes, and available in-home conversation notes appear inside the screen the agent already uses. Repeat customers never have to start over, and agents never have to hunt across systems mid-call.

One process framework does both jobs. It coaches the call live, then scores the same call afterward. Managers see whether the guidance changed behavior and where more coaching is needed, on every call instead of a sample.

Yes. Call outcomes and customer context are captured for approved writeback into your systems, so data stays clean without manual entry. The exact fields, forms, and destinations are configured with your team during implementation.