Real-time assist (RTA) cards automatically display suggestions to Agents and Reps during a call based on defined trigger words or phrases.
RTA cards are currently limited to the desktop app; users will not see RTA cards on mobile devices.
Let's take a look at real-time assist cards in Dialpad.
Creating Cards
Once you've created or deleted an RTA card, it will refresh in Dialpad after the next 10-minute period without a call to the Contact Center or Coaching Team.
Contact Centers
From Dialpad.com, navigate to Admin Settings > Call Centers > Voice Intelligence.
Select Create a Card and a slide-out menu from the right will appear.
Choose if you'd like to create the card from scratch or start with a predefined template.
Enter the name of the card, and you also have the option to add a description related to the theme(s) this card tracks.
You'll then add card content that serves as the information on the recommendation. It allows for an optional link to be displayed as well.
Add trigger words and phrases. After each word or phrase, press Enter on your keyboard or insert a comma; it'll separate each word or phrase before you add another to the list. If a number appears alongside an added word or phrase, that indicates the times it was triggered in the Contact Center in the last week.
Don't forget to declare if these words or phrases are triggered by anyone, the Rep, or the customer. You may also turn on real-time alerts to notify Admins and Supervisors.
Select Apply to Call Center when you're done adding trigger words and phrases.
Coaching Teams
From Dialpad.com, navigate to Admin Settings > Coaching Teams > Voice Intelligence.
Select Create a Card and a slide-out menu from the right will appear.
Choose if you'd like to create the card from scratch or start with a predefined template.
Enter the name of the card, and you also have the option to add a description related to the theme(s) this card tracks.
You'll then add card content that serves as the information on the recommendation. It allows for an optional link to be displayed as well.
Add trigger words and phrases. After each word or phrase, press Enter on your keyboard or insert a comma; it'll separate each word or phrase before you add another to the list. If a number appears alongside an added word or phrase, that indicates the times it was triggered in the Coaching Team in the last week.
Don't forget to declare if these words or phrases are triggered by anyone, the Rep, or the customer. You may also turn on real-time alerts to notify Admins and Supervisors.
Select Apply to Coaching Team when you're done adding trigger words and phrases.
Assist Pop-Ups
When a trigger word or phrase is mentioned, a pop-up appears on the screen with helpful information.
Speech Coaching
Real-time assist cards can coach your team members on behaviors like not speaking too quickly or using filler words. To learn more about real-time speech coaching, visit this Help Center article.
Shared RTAs
You can create RTAs to share across multiple contact centers, rather than making the same card multiple times for individual centers. This can make it easier to set up and maintain records, as well as simplify reporting across contact centers.
To set up a shared Real-Time Assist card, you can create a new card as normal, then go to the “Assign Groups” label at the bottom of the page. There, you can add multiple contact centers at once.
You can also update existing RTA cards to add multiple contact centers. To do this, go to Voice Intelligence -> Real Time Assist Cards and select the card you want to edit. Then click the “Assign Groups” label and add contact centers to it.
Awesome