LiveAssist listens to the call alongside your agent and keeps the screen one step ahead: what to say next, what must be disclosed, where the answer lives and which action to take. The agent stays in charge and approves anything that changes an account.
I can see the balance from the hospital visit in March. How would you like to handle it?
I thought insurance covered that. I’m not paying until someone explains it.
Acknowledge the dispute and offer to send an itemized statement. Pause collection activity.
Each panel exists because it removes a specific cost: hold time, a compliance miss, a callback or a wrong note.
Both sides of the call, with personal data redacted. Why it matters: nothing gets misheard or forgotten.
A suggested step based on what the customer just said and your policy. Why it matters: new agents act like tenured ones.
Sourced answers from your approved content, through knowledge assist. Why it matters: less hold time spent searching.
Prompts for required statements such as Regulation F disclosures and the mini-Miranda, ticked off as they are said. Why it matters: misses are prevented, not found later.
The agent reads the customer in their own language and replies in theirs. Why it matters: serve more customers without a separate language queue.
Knows which record and screen the agent has open and suggests accordingly. Why it matters: fewer clicks and fewer wrong-account mistakes.
The assistant prepares the refund, the plan or the update, and the agent approves it. Why it matters: faster handling with a human on every write.
The call is scored against your scorecard as soon as it ends. Why it matters: quality feedback the same day, not next month.
Supervisors watch, whisper or barge from the same system. Why it matters: help reaches the agent mid-call.
(translated) My son needs physical therapy after his surgery. Is that covered on my plan?
I’m checking your plan now. Therapy after surgery is usually covered with a referral.
Confirm the referral is on file, then share the visit limit for this plan year.
Language queues are expensive to staff and slow at peak. With live translation, the customer speaks naturally, the agent reads it in English and the reply goes back in the customer’s language.
A VoiceAI call that needs a person arrives in LiveAssist with everything collected so far. The agent starts helping in the first sentence.
Every turn of the AI conversation, ready to skim before the agent speaks.
No second round of security questions for a customer who has already passed them.
Vulnerability, a complaint or a request outside policy, flagged so the agent can lead with it.
We will run a simulated call from your queue, show the prompts as they appear and finish with the summary and QA score the call produced.