RTAA delivers real-time coaching and intelligence to agents while calls are active. Sentiment shifts, compliance triggers, next best actions, and knowledge surfacing happen in the moment, built by 250+ engineers at ETSLabs.
WHY POST-CALL QA FALLS SHORT
Post-call QA means agents get coaching hours or days later. The customer is gone. The context is forgotten. The pattern repeats.
Five Pillars
Real-time script suggestions and objection handling prompts surface contextually. Agents see the recommended next step within milliseconds of detecting a customer objection or request.
Context-aware knowledge base integration automatically pulls relevant articles, policies, and FAQs. Updates in real-time as conversation intent evolves
Real-time regulatory monitoring flags TCPA, PCI, HIPAA, and industry-specific violations before they occur. Supervisor notifications for intervention scenarios.
Live emotion detection identifies frustration, satisfaction, and escalation triggers. Automatic escalation prompts when sentiment drops below threshold.
Real-time team view surfaces coaching moments, intervention alerts, and performance anomalies. Supervisors coach in context, not after the fact.
The Loop
RTAA operates in real-time during active calls. Speech-to-text, NLP analysis, and decision logic all execute within milliseconds, surfacing guidance on agent screens without delay.
Speech-to-text transcription happens in real-time. RTAA captures every word and intonation as the call unfolds.
NLP models analyze intent, sentiment, and context. Compliance rules are evaluated against ongoing conversation.
Next best action, knowledge article, and compliance alert surface on the agent screen - all within 500ms of trigger detection.
Every interaction feeds back into QEval for scoring and analysis. Models improve continuously from production patterns.
Integration
Real-time guidance and post-call analytics form a continuous improvement loop. Every RTAA recommendation is scored. Every interaction becomes training data.
In-call real-time coaching surfaces next actions, knowledge, compliance alerts.
100% of interactions analyzed for quality, compliance, and coaching moments.
Patterns emerge across all interactions. Root causes surface. Trends clarify.
RTAA NLP improves. Suggestions get smarter. Guidance becomes more accurate.
Integrated Platform
RTAA doesn't live in isolation. It integrates with QEval for post-call intelligence, Voice AI for LLM-driven conversations, and our automation platform for workflow orchestration. Not licensed. Not outsourced. Built by 250+ engineers at ETSLabs.
Real-time coaching feeds into post-call analytics. Patterns inform model updates.
RTAA guides agents. Voice AI resolves routine interactions. Humans handle judgment calls.
Guided next actions trigger workflows. RPA executes, agents supervise, RTAA monitors.
Framework
Agent teams benefit from real-time guidance, staying focused on next steps. Supervisors coach in the moment. Retention improves when agents feel supported.
100% of interactions are analyzed in real-time. Compliance triggers, sentiment shifts, and coaching moments surface instantly for visibility and intervention.
RTAA is built by ETSLabs engineers using proprietary NLP, speech-to-text, and decision logic. No licensed third-party tools. 30–90 day deployment.
Watch RTAA transform contact center operations. Real-time coaching, compliance alerts, and performance analytics working together on live calls.
