Welcome to this month's Phones Pro Update. This month we are highlighting Real-Time Assist Cards and Custom Moments, two AI-powered features in Dialpad that allow you gain insights and coaching opportunities that will help improve CSR performance.
Commonly Used Real-Time Assist Cards
Real-time Assist cards provide triggered pop-ups that guide CSRs through talking points, workflows, best practices, and more. Real-Time Assist (RTA) cards help with onboarding new CSRs and guide even the most seasoned reps through tricky conversations. Learn more about RTA cards here.
Here are some commonly used card ideas to get you started:
‘What to expect’ for commonly booked job types
Avoid pricing talk track / pricing objections
Inbound call openers / how to close a call
General call walkthrough
Your company’s process for tune ups
Custom Moments allow you to track triggered moments during a call — think of them as bookmarks for important themes on your calls that you might want to come back to later. When a given word or phrase is triggered on a call, the CSR Manager can intervene right away, or review the Custom Moment and its trigger post-call. Custom Moments are invaluable for historical trend reporting, reviewing calls, coaching, and even alerting managers in real-time. To set Custom Moments up, navigate to Admin Settings>>Dialpad Ai>>Custom Moments>>Create Custom Moments.
When creating your real-time assist cards, keep the following best practices in mind: