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Real-Time Call Center Transcription & Supervisor Assist Platform

A real-time call transcription and coaching platform that lets supervisors monitor and coach agents during live customer calls.

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Real-Time Call Center Transcription & Supervisor Assist Platform — Voice AI preview
Voice AILive in Production

Workflow & Architecture

How this system works

Step 1
Live call capture

Windows agent desktop app streams two-sided call audio.

Step 2
Real-time transcript

Streaming transcription shown to agent and supervisor dashboard.

Step 3
AI assist

Reply suggestions, call summaries, and red-flag alerts generated live.

Step 4
Supervisor coaching

Supervisors send in-moment guidance messages to the agent.

Step 5
QA & reporting

Call scoring, session history, and exportable QA reports.

Overview

Built a Windows agent desktop app for live call capture alongside a supervisor web dashboard, evolving from a proof of concept into a full platform with role-based access, session history, AI-assisted agent replies, QA scoring, and reporting. Currently live in production, supporting a call center's daily operations.

The Problem

Call centers need real-time visibility into live calls and a way for supervisors to coach agents in the moment, not just after the fact.

The Solution

Delivered a platform with live two-sided transcription, instant supervisor coaching messages, AI reply suggestions, red-flag alerts, QA scoring, and production deployment support.

Key Features

  • Live two-sided transcript view with real-time supervisor dashboard
  • Instant supervisor-to-agent coaching messages during live calls
  • AI-powered reply suggestions and automatic call/note summarization
  • Real-time red-flag alerts for escalations and refund requests
  • Role-based access, multi-project management, and QA scoring tools
  • Production deployment support (packaging, hosting, stability)

Outcomes & Business Value

  • Live in production, used daily by a call center's supervisor team to monitor and coach agents in real time
  • Gives supervisors visibility into calls as they happen, instead of discovering issues after a complaint or a QA review days later
  • Flags escalations and refund requests in real time instead of after the call ends
  • Evolved from a proof of concept into a production platform with role-based access and full QA reporting — built to hold up under real daily use, not just a pilot

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