Real Time Assist Cards
  • 14 Feb 2024
  • 3 Minutes to read
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Real Time Assist Cards

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Article Summary

Real-time Assist cards provide triggered pop-ups that guide Contact Center Agents through speaking points, workflows, best practices, and more. Real-Time Assist (RTA) cards help onboard new Agents and guide even the most seasoned Sales rep through tricky conversations. Not only that, they offer

incomparable insights on Agent knowledge by giving Admins and Coaching unlimited coaching topics.

Let's dive into the details.

Who can use this feature

Real-Time Assist Cards are available to Ai Sales and Contact Center customers on Pro and Enterprise plans.

Dialpad Ai is available for Offices in the United States, Canada, the United Kingdom, Australia, New Zealand, Mexico, Puerto Rico, and Spain.

Language availability

RTA Cards are available in English and Spanish.

  • 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.

Cards created in a Spanish-language call center will not fire on an English-language call center, and vice versa.

Similarly, if your call center language is set to Spanish, Spanish cards may still be triggered even on utterances that contain non-Spanish words, if a Spanish card’s trigger word is ever detected. The same is true for English cards in an English-language call center when acting on non-English utterances. 

Create a Real-Time Assist Card

To create a Real Time Assist (RTA) card, head to your Admin Settings from Dialpad.com 

  1. Navigate to Contact Centers
  2. Select the desired Contact Center
  3. Navigate to Dialpad Ai 
  4. Select View all Real Time Assist Cards
  5. Select Create new Real Time Assist Card

Next, you have the option to use one of our templated Real Time Assist 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 RTA requires the following details:

  • Title
    • Name of your RTA
  • 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. 

Tip:

Don't forget to check out our Best Practices Guide for getting the most out of these features.

Edit Real Time Assist Card

Real Time Assist (RTA) Cards can be edited at any time.

To edit an RTA card, head to your Admin Settings from Dialpad.com 

  1. Navigate to Contact Centers
  2. Select the desired Contact Center
  3. Navigate to Dialpad Ai 
  4. Select View all Real Time Assist Cards
  5. Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
  6. Select Edit Edit_RTA.png
  7. Make the desired changes
  8. Select Save
Dialpad Tip:

Cards can be edited from either the Dialpad Ai Admin page or the individual group’s Ai settings.

Once a card is assigned to a group, it will be listed under the group’s Ai setting.

Delete Real Time Assist Card

Real Time Assist Cards can be deleted at any time.

Deleting a Real Time Assist (RTA) card will remove it from all groups using  the card. Previous call details and summaries will not be affected.

To delete an RTA card, head to your Admin Settings from Dialpad.com 

  1. Navigate to Contact Centers
  2. Select the desired Contact Center
  3. Navigate to Dialpad Ai 
  4. Select View all Real Time Assist Cards
  5. Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
  6. Select Delete                                                                                                     Delete_RTA_card.png
  7. Confirm by selecting Yes, Delete

Analytics and call review

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

Once the card has been triggered on a call, it will appear in the Moments section of the Call Review, as well as in the Moment Filter in your Call History and Analytics.  

RTA_moments_in_analytics.png

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.

 


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