Supervisors, monitor every call in real time with AI

Managing a call centre means staying on top of every call, but it’s impossible to be everywhere at once. AI-powered real-time call transcription changes that—helping you spot issues early, support your team in the moment, and stay in control of conversations as they happen. 

Key takeaways

• Real-time monitoring helps you step in when it matters: When a customer complains or an agent struggles, you can step in right away instead of finding out later. 
• You can’t listen to every call, but AI can: Instead of manually checking conversations, AI scans all active calls, detects key phrases like “cancel my account” or “I want a refund,” and highlights critical interactions for you. 
• Spot repeated problems quickly: When several customers mention the same issue, you'll see it immediately and can alert your whole team. 
• Scale your impact across your team: Monitor more calls, provide precise guidance, and stay ahead of issues without feeling overwhelmed. 

AI helps you focus on the calls that need you most 

Sure, you can listen in on calls—but only one at a time.

While you're focused on one conversation, you might be missing urgent issues in others - like angry customers, refund requests, or agents who need your guidance right away. AI eliminates that blind spot by analysing every active call and surfacing the ones that need your immediate attention.

AI-powered transcription provides instant, readable transcripts of conversations as they happen, ensuring supervisors can quickly scan and understand what’s being said. It combines Automatic Speech Recognition (ASR) to convert speech into text with high accuracy, Natural Language Processing (NLP) to detect key phrases and classify interactions, and Machine Learning (ML) to recognise emerging trends and flag potential issues before they escalate.

This means AI isn’t just transcribing calls—it’s prioritising the most important moments, allowing you to focus on what truly needs attention.

For a broader look at how call centres are evolving, check out Your guide to call centres in 2025. 

How real-time transcription transforms your supervision 

AI-powered real-time call transcripts give you the ability to see every conversation as it happens. Instead of listening to one call at a time, you can scan live, text-based transcripts across all active calls. Here’s what that means for your work:

• See more without listening: You can quickly skim multiple conversations at once to understand what’s happening, rather than trying to listen in on each one.

• Never miss key moments: Never miss key moments: AI-powered speech recognition detects phrases like ‘cancel my account’ or ‘I want a refund’ and flags them instantly—so you can step in before the situation escalates.

• Spot patterns as they arise: AI-driven trend detection recognises recurring issues—like a sudden spike in service outage complaints—allowing supervisors to act before customer frustration escalates. 

Here's what this could look like in your day-to-day work 

Immediate intervention during a call

Imagine a longer customer interaction, like a 20-minute call, where a complaint comes up within the first five minutes.

Without real-time transcription, you might only hear about the issue after the call ends, leaving no opportunity to intervene.

But with transcription, the complaint is flagged as soon as it’s mentioned, giving you the chance to step in—whether it’s to guide the agent or join the call yourself—long before the conversation is over. This timing advantage ensures that small issues don’t escalate into larger problems. 

Catching issues early

Let’s say multiple customers begin mentioning a service outage during their calls.

Without real-time transcription, agents are left to figure things out on their own—often piecing together what’s happening based on customer complaints. This not only adds unnecessary pressure but also increases the chance of inconsistent responses that frustrate customers even more.

Real-time transcription changes that. It identifies the trend immediately, even if the calls are still ongoing. You can step in to brief your agents, giving them clear instructions and consistent messaging to use with customers.

At the same time, you can notify other departments to address the root cause faster—reducing failure demand, which occurs when customers have to call due to unresolved issues or incorrect information.

By resolving problems proactively, you not only improve efficiency but also enhance customer experience by eliminating contacts caused by avoidable mistakes.

Scaling your impact

Real-time transcription helps you optimise call centre operations by giving you a clear overview of every ongoing conversation—so you can focus on where you're needed most.

It gives you the ability to:

• Stay on top of more calls: Instead of being tied to one conversation at a time, you can monitor multiple calls and quickly see where you’re needed most.

• Support your team more effectively: With an exact transcript of every call, you don’t have to rely on memory or guesswork. AI-generated call summaries save time by automatically capturing key points and action items from each call. You’ll know exactly what was said and can offer clear, precise guidance.

Real-time transcription is like multiplying yourself across all active calls, so nothing important gets missed, and your team feels supported every step of the way. 

Explore Real-Time Transcription