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Live Agent Assist

Live support tools should do more than track calls. Xdroid Live Agent Assist gives your teams real-time help as conversations unfold, with prompts that improve customer experience, reduce pressure and keep your business compliant.

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Real-Time Guidance That Makes a Difference

Our system works as a real time agent assist solution, giving smart prompts as agents speak, helping them handle calls more efficiently and with greater confidence. These pop-ups help guide the conversation without disrupting the flow, whether it’s confirming a payment, handling a complaint or walking a customer through options.
Xdroid Live Agent Assist helps them in the moment, not after the fact, so your team can stay sharp and your customers stay satisfied. It also provides post-call insights and feedback that can be used to improve performance, support coaching, and help agents reach KPIs more consistently.

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Speech Analytics and the Impact of Live Agent Assist
Revolutionising Contact Centers:

Speech Analytics and the Impact of Live Agent Assist

In busy contact centre environments, agents are expected to handle complex conversations quickly, while maintaining quality and compliance. The combination of speech analytics and real-time agent assistance helps teams meet this demand by guiding conversations as they happen, not after they’ve ended.

Xdroid Live Agent Assist acts as a digital companion during live customer conversations, providing instant guidance that improves agent performance, reduces errors, and supports more consistent outcomes across teams.

By analysing conversations and delivering prompts directly to the agent desktop, this technology helps create more efficient interactions, faster resolutions, and a better overall customer experience.

Features

Built-In Compliance Support

  • Prompts key phrases, scripts and checks based on your sector’s requirements
  • Reduces the risk of missed steps or incorrect information
  • Especially useful in regulated sectors like finance, insurance and utilities
Feature

Smarter Sales Conversations

  • Flags sales opportunities based on customer intent in real time
  • Suggests next best actions and relevant cross-sell offers
  • Supports conversions without adding pressure to the call
Feature

Emotion Detection and Wellbeing Alerts

  • Monitors sentiment to spot when a conversation becomes difficult
  • Sends alerts so managers can step in or support agents as needed
  • Helps protect staff wellbeing and reduce stress or attrition
Live Agent Assist
Xdroid

Live Agent Assist

Empower agents to be more productive by reducing stress and increasing job satisfaction. Deliver insights and results in real time, helping teams improve performance and consistency across every interaction.

  • Improve agent experience and job satisfaction
  • Improve agent performance
  • Reduce agent turnover rates
  • Boost customer experience and loyalty
  • Automated call transcription and summary
  • Enhance compliance
  • Improve first call resolution (FCR)
  • Reduce average handle time
Improve the performance of contact centre agents with real-time insights and coaching
Xdroid Speech Analytics

Improve the performance of contact centre agents with real-time insights and coaching

Xdroid’s real-time Agent Assist feature offers direct feedback to the agent based on speech analytics.

Alerts can be sent to management for direct assistance and can immediately help call centre agents with acoustic recommendations (such as speaking slower), reaching their KPIs, decreasing wrap up time and more.

Speech analytics dashboards are available to provide your company with direct and actionable insight into your contact centre’s performance. By allowing agents to see and track their results, they can better understand how to learn, improve skills and increase their scores.

Why Choose Avoira?

At Avoira, we don’t just provide technology: We offer solutions designed to improve your team’s efficiency and your customers’ experience. With over 20 years of expertise in speech analytics, contact centre solutions and AI-driven tools, we focus on what truly matters: supporting your team and boosting customer satisfaction.

Our Xdroid Live Agent Assist system is just one example of how we help businesses like yours stay ahead of the curve. Whether it’s compliance, sales, or agent wellbeing, we tailor our solutions to meet your specific needs and keep your operations running smoothly.

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Xdroid Resources

Take a look through some of our Xdroid resources to learn more about Live Agent Assist: Automated assistance, prompt agents to act, real time assist all aimed at delivering better outcomes.

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Xdroid’s real-time capabilities can prevent the need for remedial actions, with agents being prompted to take actions to deliver optimal outcomes whilst in dialogue. This clearly empowers enhanced first call resolution (FCR) which is both good for compliance and business.

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Not only does it capture keywords but a range of emotions. For example, if a caller is disappointed, uncertain, calm, stressed, happy or unhappy, the software flags it – live on screen. This empowers the agent to take appropriate action at the appropriate time. 

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