AI assistance
An AI assistant with record context, AI call QA, reply suggestions, roleplay practice and a governance queue — with hard spend ceilings.
The problem
AI tools sit outside the work, cannot see the customer’s history, and nobody controls what they cost or what they decided.
Who uses it
- Agents and specialists
- QA managers
- Team managers and coaches
Used by: Sales, Customer support, Leadership
How it works
- Ask the assistant about a record, or have it search, create and update records, add notes and draft emails.
- Queue recorded calls for AI QA: transcription plus rubric scoring.
- Get suggested replies in the inbox.
- Practise conversations against an AI persona and track progress in simulations.
- Send AI decisions to a review queue to approve, reject or override.
What it does not do today
- There is no autonomous AI agent that works on its own.
- There is no real-time transcription or live coaching from speech during calls.
- Governance policy settings are recorded but do not yet change AI behaviour.
Connected to
AI assistance works on the same records and history as these parts of the platform.
CRM and universal records
AvailableOne record model for leads, customers, tickets and candidates, with stages, custom fields, companies and a full activity timeline.
Learn moreCalling and dialer
AvailableManual, power and predictive dialling in the browser, with recording, voicemail drop, supervisor listen/whisper/barge and post-call AI QA.
Learn moreInbox and outreach sequences
Available with limitsA shared SMS and email inbox on the customer record, plus multi-step sequences across calls, SMS, email and tasks.
Learn moreAnalytics and reporting
Available with limitsCustom dashboards, revenue and funnel reports, agent performance, leaderboards, exports and scheduled email reports.
Learn more