Which software gives your agent live coaching during a customer call?
There is a separate category of software that assists during the call itself. The AI follows the conversation as it happens and shows the agent, on their own screen, what they can do at that moment. Internationally, Cresta, Balto and Observe.AI are among the providers doing this. At DojoBird that module is called Wingman.
Wingman runs in a browser tab alongside your existing telephony, so there is no phone system integration and nothing to install. The suggestions come from your own knowledge base and your own do's and don'ts.
What is the difference between an AI assistant and live coaching?
These two terms are often used interchangeably, and yet this is the most important distinction in the whole category.
With an AI assistant, the agent has to ask for something before the AI answers. That helps with looking up information, but the agent has to actively remember to do it in the middle of a call.
With live coaching, the AI takes the initiative. When the customer says something that calls for a known approach, that approach appears, without the agent having to ask. It is the difference between a reference manual and a colleague sitting next to you.
Why a pre-written line backfires
It is tempting to show the agent exactly what to say. It is also easier to build. But customers can hear when someone is reading, and at that point the conversation is over.
That is why DojoBird shows the step to take and the fact you need for it. The example sentence only appears when the agent asks for it. A new agent uses that button a lot in the first few weeks, and less and less after that. That is the point: the goal is not for them to recite a text, the goal is that they can do it themselves.
How does it work without a phone system integration?
Wingman is a browser application that runs alongside your existing telephony. Your telephony provider does not need to do anything and there is no integration project. That is a deliberate choice: with this kind of software, the telephony integration is usually the longest and most expensive part of the project, and precisely the part that does nothing for the agent.
Wingman works on phone calls, not on chat, email or WhatsApp. Speaking is where the skill lies: you cannot pause, look things up or quickly check with a colleague.
What happens to the things that go wrong during a call?
This is where most live-assist tools stop. The tip appears, the call ends, and the next agent runs into the same question.
With DojoBird it keeps going. Questions that come up in real calls are collected and counted, so you can see which question has been asked forty times this month and is missing from your knowledge base. A draft answer is created for it, someone on your team approves or adjusts it, and it becomes a real knowledge base article. From that moment on, that same article steers both the suggestions during calls and the practice scenarios.
That closes the loop: practise, feedback, improve, take live calls, and what stands out there goes back into the knowledge base and the next training. We call that the DojoLoop. When a call gets stuck on something that keeps coming back, the supervisor can recommend exactly the practice scenario that matches it.
This stays inside your own organisation. The articles and scenarios that come out of it are yours.
What to look for when choosing
- How quickly does the tip arrive? If it only shows up after three to five seconds, the conversation has already moved on.
- Does the speech recognition hold up with accents and with your own industry jargon?
- Do the suggestions come from your own knowledge base, or from a general model that does not know your procedures?
- Does it work on real phone calls, or only on Teams and Zoom? In a contact centre that makes all the difference.
- Where is the audio processed, and what does the data processing agreement say about it?
Frequently asked questions
How is this different from quality monitoring after the fact?
Quality monitoring reviews calls after they have happened, usually a sample, and produces feedback that arrives days later. Live coaching helps during the call that is happening right now. The two are not mutually exclusive: the first shows where a team keeps getting stuck, the second helps the agent in the moment.
Do I need to integrate it with my phone system?
No. Wingman runs in a browser tab alongside your existing telephony. No integration is needed and there is nothing to install.
Can my supervisor see the tips I get?
The AI suggestions appear on the agent's own screen. But Wingman is more than AI alone: if an agent asks for help during a call, that request goes to a supervisor, who can follow the call live and send a tip along. That is what the module is for. So agree with your team up front how you will use it, and write it down.
Which languages does it support?
DojoBird currently supports English and Dutch.
Which other providers do this?
Real-time agent assist for phone calls is offered by Cresta, Balto and Observe.AI, among others. All three are American, English first and built for large contact centres, and they start with a sales conversation rather than an account. DojoBird combines practice and live coaching in one product, works in Dutch and English, and can be bought without talking to sales.
What does it cost?
Live coaching is part of the Practice + Live plan, not of Practice. That plan starts at €69 per agent per month excl. VAT for Base, with Pro priced higher. Annual billing gives you two months free. Current prices are on the pricing page.
Does our knowledge base improve on its own?
Not automatically, but with far less work. Questions that come up in real calls are collected and counted, and you get a draft answer for them. Someone on your team approves it before it goes into the knowledge base. After that, the article steers both the live suggestions and the practice scenarios.
What do we need in place before we can start?
Wingman works with real customer calls, so IT and your data protection officer will usually take a look before you start. That means a data processing agreement, and sometimes a DPIA. This is the same for every vendor in this category. Our data processing agreement is published on our site, so you can read it without having to request it. If you would rather start sooner, you can begin with the training module: there you practise against an AI customer, so no real customer call is involved.
Try it with your own team
Create an account, invite your agents and switch Wingman on for the next customer call.
No credit card required