Secure Assist - Feature List
Real-Time Speech Transcription
We transcribe both agent and customer speech in real time during active calls.
This improves agent focus, record keeping, and enable real-time AI intervention.
Key Capabilities:
- Dual-speaker identification (Agent vs. Customer)
- On-screen live transcript display
- Accurate punctuation and segmentation
Call Summarization
Automatically generates a summary at the end of every call.
This reduces post-call effort for agents and maintain consistent documentation.
- Paragraph-style summaries
- Key highlights, issues raised, and resolutions offered
- The summary can be edited and copied over.
Profanity word alert to the Supervisor (Compliance Monitoring)
This feature monitors spoken content for non-compliant language or phrases and send pre-configured alerts to supervisors.
Benefits the supervisors to check proactive compliance enforcement and improve oversight.
Secure Assist - Agent Analytics
The Secure Assist window also displays the call analytics after the call is complete.
It displays the session details , Performance scores, all other scores relevant to the call.
This is Automated Quality Monitoring details provided to the agent at the end of the call.
Call History
For any call details , the user can click on the Call History and check the Cummary , agent scores and analytics for that particular call.