Agent Assist & Conversation Analytics
Real-time transcription, AI-suggested answers and knowledge surfacing for every agent - plus automated summaries, sentiment and QA scoring on 100% of interactions, inside the desktop your teams already use.
100%
Of interactions scored automatically
< 1 s
Transcript-to-suggestion latency
30+
Languages transcribed
What is Agent Assist & Conversation Analytics?
Dollu Agent Assist & Conversation Analytics adds a layer of real-time and post-call intelligence to any contact centre - our own CCaaS, Genesys, Five9, Amazon Connect, Avaya, or a legacy PBX with a SIPREC feed. Live audio is streamed to our speech engine, transcribed in under a second and analysed continuously for intent, sentiment, entities and compliance triggers. Agents see a running transcript, next-best-action prompts, suggested responses and the right knowledge article surfaced automatically in a side panel, without alt-tabbing between five screens while a customer waits.
When the interaction ends, the platform does the after-call work. An AI-generated summary with disposition, reason for contact, commitments made and follow-up actions is written straight back to the case record in Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, HubSpot or your CRM of choice via API, cutting wrap-up time by 40–60% in typical deployments. Supervisors and QA teams get automated scoring of every call and chat against your own scorecards, rather than sampling 2–3% by hand, and coaching queues populate themselves with the interactions that actually need a human review.
The analytics tier turns millions of conversations into operating data. Topic clustering, sentiment trends, silence and talk-over ratios, script adherence, first-contact-resolution drivers and churn signals are available in dashboards, scheduled reports and a query API. Compliance monitoring flags missed disclosures, PCI-sensitive utterances (with automatic pause-and-resume of recording) and prohibited language in real time, with an auditable trail for TCPA, TRAI, Ofcom, GDPR and PCI-DSS obligations. Redaction of card numbers, personal identifiers and health data is applied to transcripts and recordings before they are stored.
Everything runs on Dollu cloud with regional processing in India, the EU, the UK, the US and Singapore, so voice data stays within the jurisdiction you choose. Models are tuned on your vocabulary - product names, plan codes, local place names - and support 30+ languages including Hindi, Hinglish, Arabic, Spanish, Portuguese, German, French, Japanese and Bahasa. Deployment is measured in weeks: connect the audio, map your CRM fields, load your scorecards and go live with a pilot team before scaling to thousands of seats across sites and outsourcers.
Why choose Dollu for agent assist.
The advantages of buying from a carrier that owns its network, interconnects and operations - rather than a reseller.
Shorter handle and wrap-up time
Agents stop searching and typing: answers surface as the customer speaks and summaries write themselves. Typical deployments cut wrap-up by 40–60% and average handle time by 10–20%.
Consistent answers from every agent
New hires and outsourced teams get the same guided prompts, approved wording and knowledge as your best performers, which shortens ramp time and lifts first-contact resolution.
Quality assurance at full coverage
Every interaction is scored automatically, so QA analysts spend their time coaching on the calls that matter instead of listening to random samples, and disputes are settled with evidence.
Compliance you can evidence
Missed disclosures, prohibited phrases and card-number utterances are caught in real time and logged, giving you a defensible audit trail for TCPA, TRAI, Ofcom, PCI-DSS and GDPR reviews.
Insight that leaves the contact centre
Topic and sentiment trends tell product, marketing and operations teams why customers are calling this week, not last quarter, and feed the same dashboards as your CCaaS metrics.
Capabilities in detail.
Everything included with Agent Assist & Conversation Analytics - the platform features, options and controls you get from day one.
- 01
Real-time transcription
Streaming speech-to-text in 30+ languages and major regional accents, with speaker separation, custom vocabulary, code-switching support (for example Hinglish and Spanglish) and sub-second latency from utterance to on-screen text.
- 02
Agent guidance and next-best-action
Intent detection triggers dynamic checklists, suggested responses, objection handling and offer prompts; supervisors can push guidance to a live call and agents can rate suggestions to improve the model.
- 03
Knowledge surfacing
Connectors to Confluence, SharePoint, Zendesk Guide, Salesforce Knowledge and custom repositories retrieve the most relevant article, policy or price list as the conversation unfolds, with citations agents can paste or read out.
- 04
Sentiment and emotion analytics
Per-utterance sentiment, frustration and escalation-risk scoring for both parties, with live alerts to supervisors when a call is heading the wrong way and post-call trending by agent, team, product and channel.
- 05
Automated summaries and after-call work
Structured summaries with disposition codes, reasons, promises and follow-ups generated at hang-up and posted to the CRM case, ticket or lead, with agent edit-and-approve if your governance requires it.
- 06
Automated QA and coaching
Score 100% of voice and digital interactions against configurable scorecards, calibrate against human reviews, auto-assign coaching, track improvement over time and export scores to workforce-management and HR systems.
- 07
Compliance monitoring and redaction
Real-time detection of required disclosures, prohibited language and PCI or PII utterances; automatic pause-and-resume of recording; redaction of transcripts and audio before storage; configurable retention and legal hold.
- 08
Dashboards, reporting and API
Topic discovery, trend and driver analysis, agent and team leaderboards, scheduled reports, and a query and export API to push conversation data into Power BI, Tableau, Snowflake or your data lake.
- 09
CRM and desktop integration
Embedded side panel for Salesforce, Dynamics, Zendesk, ServiceNow and HubSpot; browser extension and desktop widget for other tools; identity via SSO; write-back of summaries, tags, sentiment and scores through native APIs.
How it works.
From first conversation to live traffic - a tracked, engineer-led onboarding with a named owner at every step.
- Step 01
Connect the audio
Stream calls from Dollu CCaaS or SIP trunks natively, or via SIPREC and pre-built connectors for Genesys, Five9, Amazon Connect, Avaya and others. Digital channels connect through API.
- Step 02
Configure
Map CRM fields, load scorecards and disclosures, connect knowledge sources, add custom vocabulary and set compliance rules and redaction policies with our solutions team.
- Step 03
Pilot
Run a 4–6 week pilot with a defined team, measuring handle time, wrap-up, QA scores and CSAT against a control group while models tune to your language and processes.
- Step 04
Scale and refine
Roll out site by site and to outsourcers, add channels and languages, and review model accuracy, adoption and outcomes with your account manager every month.
Who uses this and why.
Typical deployments across carriers, enterprises, platforms and contact centres.
BPOs and outsourcers
Deliver consistent quality across thousands of seats and multiple clients with 100% QA coverage and per-client scorecards, dashboards and data separation.
Banking, insurance and fintech
Enforce mandatory disclosures, detect mis-selling language, redact card data and evidence every conversation for regulators and complaint handling.
Telecom and utility customer care
Surface plan, outage and billing knowledge in real time, reduce repeat calls with better first-contact resolution and track churn intent across millions of calls.
Healthcare and pharma support
Guide agents through adverse-event and triage scripts, redact protected health information and keep processing inside the required jurisdiction.
E-commerce and travel
Auto-summaries into order and booking systems, sentiment-driven escalation for high-value customers and topic analytics that show which policies drive contacts.
Collections and outbound sales
Real-time script adherence, objection handling prompts and TCPA and local-regulation checks on every dial, with recordings paused around payments.
Technical & commercial specifications.
Key parameters at a glance. Ask us for the full service description and SLA document.
| Audio ingest | Dollu CCaaS/SIP native; SIPREC; connectors for Genesys, Five9, Amazon Connect, Avaya |
|---|---|
| Channels | Voice, chat, email, WhatsApp, SMS and social messaging |
| Languages | 30+ incl. Hindi, Hinglish, Arabic, Spanish, Portuguese, German, French, Japanese |
| Latency | Sub-second transcript; suggestions within 1 s; summary within 10 s of hang-up |
| CRM integration | Salesforce, Dynamics, Zendesk, ServiceNow, HubSpot; REST API and webhooks |
| Quality management | 100% auto-scoring, custom scorecards, calibration, coaching workflows |
| Compliance | PCI pause-and-resume, PII/PHI redaction, disclosure checks, retention and legal hold |
| Data residency | India, EU, UK, US, Singapore; single-tenant option |
| Security | ISO 27001 and SOC 2 controls, SSO, encryption at rest and in transit, audit logs |
| Support | 24×7 NOC; P1 response ≤ 15 min; named account manager |
How UC & Contact Centre is priced.
Cloud PBX, UCaaS and CCaaS are priced per seat per month with bundled or metered minutes; Teams Direct Routing per user; global numbers added at rental + usage.
We publish the model, not a public rate card - actual rates depend on destination, route class, volume and regulatory cost. See how every Dollu service is priced.
- Monthly or annual terms
- Metered or bundled minutes per seat
- Integrations and admin portal included
- Volume pricing above 100 seats
- Add global numbers at rental + usage
- Billing
- Seats invoiced monthly in advance; metered usage in arrears
- Commitment
- Monthly or annual; annual terms unlock better seat pricing
Agent Assist - your questions answered.
The questions customers and carriers ask us most often before they interconnect. If yours is not here, our team answers within one business day.
Still have a question?
Ask our solutions teamRelated services.
Services customers commonly combine with Agent Assist & Conversation Analytics.
Run a pilot on your own calls.
Send us a sample of recordings and your scorecard; we will return transcripts, summaries and QA scores within a week so you can judge accuracy before a single agent is onboarded.
