What does Listen and Take Over do for AloAi Agents?
The Listen and Take Over feature allows human agents to oversee real-time conversations handled by AloAi Agents. It provides two primary functions:
Listen - supervisors or agents can discreetly monitor live calls between the AloAi Agent and the customer without being detected by either party.
Take over - an agent can instantly take control of the conversation if required, seamlessly transitioning the interaction from AloAi Agent to a human.
How is this feature used?
For admins:
Oversight - admins monitor AI conversations in real time to ensure quality and adherence to company standards using the Listen feature.
Escalation management - admins can enable Take Over for situations requiring immediate resolution beyond the AI’s capabilities.
Data management - configure how call data (customer inquiries, feedback) is linked to systems like CRMs to minimize manual input.
For agents:
Listening without disruption - they can passively listen to live calls to understand the context of the customer's concerns before potentially stepping in.
Seamless call transfer - agents can instantly take over a conversation from the bot without causing confusion or requiring the customer to repeat their query. This ensures a smooth continuation of the call while improving overall customer satisfaction.
Step-by-step guide to use listen and take over
Access live calls - log into Aloware Talk and open the Live Calls section on the Wallboard, where you will find all ongoing AloAI-managed calls.
Listen to the call - select the call you wish to monitor. Click on the Listen option to begin observing the conversation. The customer and bot will not be aware that you are monitoring. Use this opportunity to assess whether intervention is necessary.
Take over the call - if the bot requires assistance, click the Take Over button. This action will pause the bot's involvement and hand the call entirely over to you. You can now engage directly with the customer.
Wrap up the call - once the conversation is completed, ensure completeness by wrapping up the call appropriately. Record any necessary notes or actions in the system, and link the conversation data to the appropriate lead or customer entry in your CRM.
How does this relate to other tools?
The Listen and Take Over feature integrates with other tools in Aloware to improve real-time call management and overall operations. For example, it connects with CRM systems like HubSpot or Salesforce. Data collected during calls, such as customer inquiries, feedback, and outcomes, is automatically synced with these platforms. This ensures customer records are updated accurately and eliminates the need for extensive manual input, allowing agents to easily track conversations and plan the next steps.
In addition, this feature works with Aloware's call coaching tools, including Barge and Whisper. These tools let supervisors monitor live calls, offer guidance, and support agents during customer interactions. When Listen and Take Over is combined with these coaching tools, it allows supervisors to directly intervene, assist agents, and enhance call quality when necessary.
Using these integrations, teams can manage both AI-driven and human-led interactions efficiently. These tools enable users to monitor calls, take action when needed, and ensure call data is properly recorded in CRMs for better organization and follow-up.
Important configurations
To get started, the following configurations must be properly set up:
User permissions - ensure that admins and agents have the correct permissions to use Listen and Take Over. This can be adjusted in user roles in Aloware.
CRM data mapping - confirm that data collected during calls is mapped accurately into your CRM or other systems. This is critical for ensuring customer records are comprehensive and error-free.
Agent training - train your team on when and how to use the Listen and Take Over functionalities effectively. This ensures calls are managed proactively and efficiently.