Ai Live Coach Cards

Let's dive into the detAIls.

Who can use this

Dialpad offers a variety of plans and add-ons to match your exact business needs. Features do differ by plan, please check your plan detAIls to see if you can access AILive Coach cards, and head to our pricing page to learn about more options. Check here to see which AIlanguage options are avAIlable in your country.

Language avAIlability

AILive Coach cards are avAIlable in English, Spanish, and French.

• For use in English, make sure that your Contact Center language is set to English before creating your cards.

• For use in Spanish, make sure that your Contact Center language is set to Spanish before creating your cards.

• For use in French, make sure that your Contact Center language is set to French before creating your cards.

Note

AILive Coach cards created in a Spanish-language contact center won't work in an English-language contact center, and vice versa.

However, Spanish AILive Coach cards can still trigger if a Spanish trigger word is detected in mixed-language conversations. The same applies to English AILive Coach cards in an English contact center.

Create a AILive Coach Cards

To create an AILive Coach card, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad AI

3. Select AILive Coach Cards > Select Create

Next, you have the option to use one of our templated AILive Coach cards, or to create one from scratch.

If you choose to create your own, simply fill in the blanks (you'll need to name the card, define the trigger keywords and agent response).

Each AILive Coach Cards requires the following detAIls:

• Name

  • Title of your AILive Coach card

• Language

  • Select your desired language (English, Spanish, and French).

  • All existing AILive Coach cards are set to English by default.

• Description

  • What is this card for?

• Card Content

  • What information, links, or answers would you like your agents to see when this card is triggered?

• Trigger words/phrases

  • What words and/or phrases will trigger this card?

  • Will the trigger phrases apply to anyone on the call, just the rep, or just the customer?

    • Once you add a trigger phrase, the number of calls it’s triggered on in the last week will show up in brackets (ex (7)). This is useful for understanding how useful the trigger phrase will be.

• Assigned Groups

  • Which agents’ calls should trigger this moment or card? You can add multiple Contact Centers or Coaching Teams.

Edit AILive Coach card

AILive Coach cards can be edited at any time.

To edit an AILive Coach card, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad AI> Select AILive Coach Cards

3. Select Options beside the AILive Coach Card you'd like to delete (that's the 3 vertical dots)

4. Select Edit

   

5. Make the desired change

6. Select Save

Once an AILive Coach card is assigned to a group, it can be edited from either the Dialpad AIAdmin page or the group’s AIsettings.

Note

Once an AILive Coach Card is created, the language can’t be changed.

Duplicate AILive Coach Card

To duplicate a AILive Coach card, go to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad AI> Select AILive Coach Cards

3. Select Options beside the AILive Coach card you'd like to delete

   

4. Select Duplicate

5. Make the desired changes

6. Select Create Card

Delete AILive Coach card

AILive Coach card can be deleted at any time.

Deleting an AILive Coach card will remove it from all groups using  the card. Previous call detAIls and summaries will not be affected.

To delete an AILive Coach card, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad AI> Select AILive Coach Cards

3. Select Options beside the AILive Coach card you'd like to delete (that's the 3 vertical dots)

   

4. Select Delete

5. Confirm by selecting Yes, Delete

AILive Coach Cards in Dialpad Meetings

Requirements

You must be on a Dialpad Support or Dialpad Sell plan to use AILive Coach cards with Dialpad Meetings. This feature is not avAIlable to standalone Dialpad Meetings users.

AILive Coach Cards for Dialpad Meetings are avAIlable in external meetings.

To use AILive Coach Cards in Dialpad Meetings:

1. Make sure Dialpad AIis turned on

2. Mark the meeting as external

3. Choose which group you want to assign the meeting to
   

4. When an AILive Coach is triggered, you’ll see a notification on the right side of your screen
   

5. Select the notification

6. Select the AILive Coach card that appears in the Live Coach tab

   1. You can also access the Live Coach section at any time by selecting AINotes.

   

Note

AINotifications, which display your AILive Coach cards, are visible to all users when screen sharing. We recommend turning them off before your share your screen—you’ll be prompted to set your preference before your share your screen for the first time.

Analytics and call review

Once you’ve created an AILive Coach card, you’ll be able to see it in action the same way you can with our other pre-existing moments.

Note

If a trigger word is mentioned twice on a call, the card will only pop up the first time the word is mentioned. We still keep track of additional instances where the key phrase occurs, and they’re visible in the call review/analytics.