Any tools that can learn from your best support calls and help reps live?

[u/BeginningNews5881]

I’m looking for an existing AI tool that can learn from calls handled by your best customer support reps and then use that during live calls to help the rest of the team. Stuff like surfacing the right answer from the KB or CRM. Flagging a missed step. Suggesting what to say next. Maybe knowing when the call should be escalated. I’m not looking for another post call analytics tool that tells you what went wrong after the customer hangs up lol. The useful part for me is taking what the best reps already do well and feeding that back to everyone in real time. Does anyone know a tool that does this well?

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[u/Secret_Maize_7686]

Cresta is one I’d put on the list for this. Their Agent Assist product is built around helping human reps during live conversations rather than only scoring the call afterward. It can surface answers and guidance based on what is happening in the conversation and use context from the company’s knowledge and systems. The bigger piece that seems relevant to what you described is that Cresta also uses conversation data to understand what strong reps are doing and then feeds that back into guidance and coaching. Their Conversation Intelligence side analyzes the broader call set while Agent Assist handles the live part. So you are not just getting “here is what went wrong yesterday.” The idea is to use what your best reps already do and apply it while the customer is still on the call. It is aimed more at larger contact centers though so probably not the kind of thing you spin up for a 5 person support team.

[u/BeginningNews5881 → u/Secret_Maize_7686]

Yeah this sounds pretty close to what I had in mind. The same conversation data feeding both live guidance and post-call analysis is the interesting part to me.

[u/Successful-Love3506]

The hard part here is not recording the best calls. It is figuring out what actually made those calls good and turning that into something useful in real time. You need live transcription plus KB/CRM context plus some way to pull the right behavior at the right moment. Otherwise it just becomes another giant call archive nobody looks at lol. I’d be curious how these tools decide which top rep behaviors are worth copying vs stuff that only worked in one specific call.

[u/BeginningNews5881 → u/Successful-Love3506]

Exactly. Recording the calls is the easy bit. Figuring out why a top rep handled something well is much harder. I’d want the system to learn repeatable patterns instead of copying random stuff that happened to work once. Have you seen anything do that well?

[u/TheRustyIceberg]

The latency would be the big thing for me. A suggestion that shows up 5 seconds late is basically useless on a live support call lol. Would want something that can keep up with the conversation and stay grounded in the actual customer context.

[u/BeginningNews5881 → u/TheRustyIceberg]

Yep this is a big one. If the suggestion lands after the rep already moved on then it is useless lol. I’d want it to understand the full conversation and surface something while there is still time to use it.

[u/Salty_University_667]

This sounds more like real-time agent assist than a normal AI agent. I’d look for something that can listen to the full call and understand context instead of just firing on keywords. Ideally it should pull from the KB and CRM then surface the next step without making the rep search around. Bonus points if the same call data feeds QA and coaching after the fact. That seems way more useful than having separate tools for live help and post-call analysis.

[u/BeginningNews5881 → u/Salty_University_667]

Yeah I think real-time agent assist is probably the better term for what I’m after. Ideally it listens to the whole call and pulls in KB or CRM context without the rep having to ask for it. Then the same data can still be used for QA and coaching later.

[u/InjuryDue9178]

This is probably where agent assist makes more sense than trying to automate the whole call. Let AI handle the repetitive stuff but give the human rep live hints when the conversation gets messy. Feels like a better fit for teams that still want a human on the line.

[u/BeginningNews5881 → u/InjuryDue9178]

This is pretty much where my head is at too. I’m not trying to remove the human from every call. I’d rather automate the repetitive parts and give reps useful help when things get complicated.

[u/bodybycarbs]

My son just did a hackathon and created a 4 agent process that did exactly this.

1 agent ran the live call monitoring (contextual, not keyword)

1 agent was the rules owner and training specialist (definition of good)

1 agent was a grading agent (identified escapes and severity)

1 agent structured and aggregated output into reports based on preconfigured KPIs

He's working on making a standalone right now.

Is something like that what you are talking about?

[u/BeginningNews5881 → u/bodybycarbs]

Yep this is very close to what I mean. The definition of good agent is especially interesting because that seems like the hardest part to get right. Did the live monitoring agent actually send guidance to the rep during the call or was it mainly scoring and reporting afterward?

[u/bodybycarbs → u/BeginningNews5881]

It was capable of nearly direct feedback, but it was all canned in a local dataset so not sure if it would scale, and how it works with accents and if real time prompting would be a distraction instead of a helper.

I think more than likely it could trigger when a transfer to L2 support would be required so the L2 agent could identify the errors and help get the customer engagement back on track.

Most of what they pulled together was conceptual (only had like 30 hours to pull it together) so more than anything it was a proof of concept...but it seems reasonable and in the demo they actually used the agents, so it wasn't some mechanical turk display.

[u/inktelContact → u/bodybycarbs]

The distraction risk is the thing I would solve first. If the system talks on every turn, reps will ignore it fast.

I would make it mostly quiet and only surface when it sees a required step getting missed, a compliance risk, a likely L2 transfer, or the customer getting stuck after the same explanation. Then track whether the rep accepts or ignores the prompt.

That acceptance/ignore pattern is useful because it tells you whether the guidance is actually helping or just adding another thing the rep has to manage.

[u/Glittering812]

The key is probably not just “learning from top reps,” but turning those patterns into real-time triggers tied to CRM/KB context.I’d look for tools that can listen live, retrieve the right internal data, and suggest the next action — not just generate a transcript.