Next best action
Suggestions drawn from your approved procedure appear as the conversation moves. Agents spend less time searching and more time listening.
Product
LiveAssist
Real-time guidance for your human agents while the customer is still on the line. The right next step, the required words and a supervisor who can see it all.
What it does
A coach beside every agent on every call.
LiveAssist listens with the agent and suggests what to do next, so new starters perform like your best people and fewer calls go wrong.
Compliance prompts
Required disclosures and Reg F guidance show up at the moment they apply. Misses are caught on the call, not weeks later in a review.
Translation
Live translation helps an agent serve a customer in their own language without waiting for a specialist.
AutoQA
Every call is checked against your scorecard when it ends. Quality teams review exceptions instead of samples.
Supervisor view
Supervisors see live calls, the prompts each agent got and where to step in. Help reaches the right call first.
Governed actions
A payment link, a callback or a letter suggested by LiveAssist waits for the agent or a supervisor to approve it.
How Spine governs it
Guidance your compliance team can stand behind.
Suggestions come from the same approved procedures and guardrails as your AI agents, so a person and an AI on the same account follow the same rules.
Guardrails on every suggestion
Each suggestion is checked before it is shown. Guidance that would break a rule never reaches the agent.
No action without a decision
Anything that changes an account waits for a named person to approve, modify, take over or reject it.
Approval gatesControls in the Cockpit
Pause LiveAssist, set how far it may go on its own and cap its daily spend. Every change needs a reason.
Cockpit
What lands on the ledger
Each of these is appended to the hash-chained audit ledger for your tenant, so you can show what happened and prove nobody changed it afterwards.
- Handover context received
- Suggestions shown
- Compliance prompts and responses
- Guardrail results
- Approval decisions
- Wrap-up and scorecard
A day in the life
A shift on a busy floor.
Call arrives
A call handed over from Voice AI lands with the full context, so the agent starts where the AI left off.
Prompts guide
The agent sees the next best action and any required disclosure as the customer talks.
Supervisor steps in
A supervisor spots a hard call on the live view and joins before it goes wrong.
Wrap-up writes itself
The call summary and scorecard are ready when the call ends and the agent moves on.
One floor, one ledger
LiveAssist is the human half of the floor.
Voice AI hands a call to a human agent coached by LiveAssist, NEQQO scores it and every step sits on one ledger.
Voice AI takes the call
Contact rules are checked before dialling and guardrails run on every turn of the conversation.
A person takes over
When the customer needs a human, the call hands over with the full context so nobody asks the same questions twice.
LiveAssist coaches live
The human agent gets next best actions and compliance prompts while the conversation is still going.
NEQQO scores it
The whole conversation is scored for quality and compliance and every step sits on the same ledger.
Voice AI
Hands over calls with the context LiveAssist coaches from.
Learn moreNEQQO
Scores the coached call so you can see the coaching work.
Learn moreCollections
Supplies the approved procedure behind the prompts.
Learn more
Questions
LiveAssist questions, answered.
No. It guides your human agent. The agent stays in charge of the conversation and decides what to say.
From your approved procedures and knowledge, checked by Spine guardrails before they are shown. You control the content.
It can propose them. A payment link, a callback or a letter waits for a named person to approve it, and the decision is recorded.
Put a coach beside your agents.
We will show a handed over call with live prompts, a supervisor view and the record it leaves behind.