Customer experience today is shaped in real time during live conversations. Yet many contact centers still rely on outdated coaching models. As customer expectations rise and interaction complexity increases, agent enablement must evolve from periodic training to continuous, in-the-moment intelligence.
RADIUS addresses this shift by embedding AI-powered real-time coaching and enablement directly into the CX workflow, helping agents perform better, faster, and more confidently across every interaction.
Why Traditional Agent Coaching No Longer Works
Legacy coaching models depend heavily on:
- Limited interaction sampling
- Post-interaction reviews
- Manual quality audits
- Delayed feedback cycles
This approach creates gaps:
- Most conversations go unreviewed
- Feedback arrives too late to influence outcomes
- Supervisors are overloaded
- Agents repeat the same mistakes
Real-Time Coaching Built into Live Interactions
RADIUS enables AI-powered agent support and is delivered directly within the agent console. Instead of waiting for post-interaction reviews, agents receive contextual assistance while the conversation is live, when it has the highest impact on customer experience.
Key capabilities include:
- Real-time conversation analysis across voice, digital, and social channels.
- Contextual prompts based on customer intent and sentiment
- Intelligent response guidance and next-best actions
- Compliance and policy cues during live interactions
What Real-Time Agent Assist Includes in RADIUS
Real-Time Agent Assist in RADIUS combines multiple AI capabilities that work together during live interactions across voice and digital channels:
- Live conversation transcription to enable real-time interaction analysis.
- Intent detection and context awareness as conversations evolve over time.
- Real-time sentiment analysis to help agents adjust tone and approach.
- Next-best-action recommendations based on intent, context, and business rules.
- Dynamic response suggestions that guide agents without rigid scripting.
- Automatic knowledge base surfacing, including FAQs, SOPs, and policies.
- Compliance and policy prompts during regulated conversations.
- Real-time coaching nudges, such as empathy or de-escalation cues.
- Live language translation, enabling multilingual support without language-specific staffing.
- Auto-disposition and tagging, reducing manual wrap-up effort and time.
- Supervisor visibility signals for sentiment drops or escalation risks.
RADIUS AI Assist: Augmenting Agents, Not Replacing Them
At the core of RADIUS’s approach is AI Assist, which is designed to enhance human decision-making, not override it.
Agents benefit from:
- Unified customer context across past and current interactions
- AI-generated conversation summaries and auto-disposition
- Integrated knowledge base access without tool switching
- Live sentiment visibility to adjust tone and approach
Faster Onboarding, Higher Agent Confidence
New agents often struggle with confidence during early interactions. RADIUS shortens time-to-proficiency by embedding knowledge guidance directly into live workflows.
With real-time assistance and contextual support:
- New hires ramp up faster
- Error rates reduce early
- Dependence on senior agents decreases
Conclusion
In modern CX, performance is shaped in the moment, not after the fact. By embedding AI-powered real-time coaching, agent assistance, and continuous learning into the core CX platform, RADIUS enables organizations to move beyond reactive training toward intelligent, experience-driven enablement.
Agent coaching is no longer a support function. With RADIUS, it becomes a strategic CX capability.
