Softtop AI Supervisor Assist gives contact center supervisors real-time visibility into every active call and conversation, with one-click tools to intervene when quality or compliance is at risk. The AI monitors sentiment scores, conversation tone, and keyword triggers across all active interactions simultaneously and surfaces at-risk calls to the supervisor dashboard the moment risk is detected — no manual monitoring queue required.
Supervisors can barge into a call to take over from the agent, whisper guidance that only the agent can hear while the customer remains unaware, or silently monitor the conversation without any interaction. All three modes are available with a single click from the supervisor panel. Every intervention is logged with a timestamp and the supervisor's user identifier, creating a full audit trail for compliance review and coaching sessions.
AI Supervisor Assist works across all Softtop-supported channels. Voice supervisors can barge, whisper, and monitor in real time. Text-channel supervisors see full conversation context and can send coaching messages to the agent's private view. The feature integrates with call recording and AI sentiment analysis so supervisors can review exactly why an intervention was triggered and use the recording for team training purposes.
The feature requires no additional hardware or third-party software. Configuration is entirely within the Softtop admin dashboard — supervisors are assigned monitoring permissions per queue, per team, or across the entire account. AI Supervisor Assist is available on all Softtop contact center plans and activates immediately after admin permission assignment with no additional deployment window or vendor configuration required.