AI Sales Coach
Introduction
Imagine having a seasoned sales coach sitting next to every one of your agents during every single call — offering real-time tips, reminding them of key product details, suggesting responses to tough objections, and guiding them toward the close. That is exactly what the AI Sales Coach does in AgentTech Dialer.
The AI Sales Coach is a real-time coaching feature that listens to live calls through the transcription engine and delivers intelligent, contextual suggestions to agents as they speak with customers. It draws from a customizable Knowledge Base that you build and control, ensuring that the coaching your agents receive is specific to your products, your processes, and your sales strategies.
This guide covers everything you need to know: enabling the feature, understanding how coaching works during calls, building and managing your Knowledge Base, and tips for maximizing the impact of AI-powered sales coaching.
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Enabling the AI Sales Coach
To activate the AI Sales Coach, an agency administrator needs to turn it on in settings:
- Navigate to Agency Settings. Click on Agency Settings from the main navigation menu.
- Find the Compliance and Transcription Settings section. Scroll down to the section labeled Compliance and Transcription Settings.
- Toggle on "AI Sales Coach." Locate the toggle switch labeled AI Sales Coach and click it to the on (active) position.
- Ensure Call Transcription is enabled. The AI Sales Coach relies on real-time transcription to understand what is being discussed during calls. Make sure the Call Transcription toggle is also enabled.
- Save your settings. The changes take effect immediately for all new calls.
> Important: Both Call Transcription and AI Sales Coach must be enabled for coaching suggestions to appear. The coach needs the live transcript to understand the conversation context and generate relevant suggestions.
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How the AI Sales Coach Works During Calls
Here is what happens behind the scenes when an agent is on a call with the AI Sales Coach enabled:
Step 1: The Call Connects
When an agent's call connects, the real-time transcription engine begins converting the conversation to text. Both the agent's and the caller's words are captured and identified.
Step 2: The AI Analyzes the Conversation
As the transcript builds in real time, the AI Sales Coach continuously analyzes the conversation. It looks for:
- Topics being discussed — Is the caller asking about a specific product? Are they raising a concern?
- Objections — Is the caller pushing back on price, coverage, timing, or other common objection areas?
- Opportunities — Is there a moment where the agent could introduce a product benefit, overcome a concern, or move toward closing?
- Knowledge gaps — Is the agent missing an opportunity to share important information that is in the Knowledge Base?
Step 3: Coaching Suggestions Are Generated
Based on its analysis of the live conversation and the contents of your Knowledge Base, the AI generates coaching suggestions. These are short, actionable cards that appear in the agent's AI Sales Coach panel.
Step 4: Suggestions Appear in Real Time
Coaching cards appear in the AI Sales Coach panel on the agent's dialer page as the conversation unfolds. The timing is contextual — suggestions appear when they are relevant to what is currently being discussed, not all at once at the beginning of the call.
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The AI Sales Coach Panel
The AI Sales Coach panel is located on the right column of the dialer page. Here is everything you need to know about it:
Location and Layout
The panel sits in the right column of the dialer interface, making it easy for agents to glance at coaching suggestions without leaving their workspace or interrupting the call flow.
Collapsible Design
The panel is collapsible. Agents can expand it to see coaching suggestions or collapse it if they want more screen space for other dialer elements. This flexibility lets each agent customize their workspace.
Status Badge
At the top of the panel, a Status badge indicates whether coaching is currently active:
- Active — The AI Sales Coach is engaged and monitoring the current call. Coaching suggestions may appear at any time.
- Inactive — No call is currently in progress, or the AI Sales Coach is not enabled. No suggestions will appear.
Coaching Cards
When coaching suggestions are generated, they appear as coaching cards within the panel. Each card contains a specific suggestion or piece of information relevant to the current moment in the conversation. Cards may include:
- Product details to mention to the caller
- Responses to objections the caller has raised
- Key talking points the agent should cover
- Procedural reminders for specific situations
Cards are designed to be scannable — agents can quickly glance at a suggestion and incorporate it into their conversation naturally.
Empty State
When no call is active or no coaching suggestions have been generated yet, the panel shows an empty state with a message indicating that coaching suggestions will appear once a call is in progress.
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Building Your Knowledge Base
The AI Sales Coach is only as good as the knowledge you give it. The Coaching Knowledge Base is where you store the information that the AI draws from to generate coaching suggestions. A well-built Knowledge Base leads to more relevant, more helpful coaching.
Accessing the Knowledge Base
- Navigate to the Coaching Knowledge page from the navigation menu.
- At the top of the page, you will see an Agency selector (if you manage multiple agencies) and an Add Knowledge Item button.
- Below the toolbar, you will find filters including a search bar and a category dropdown, along with a view toggle for switching between grid and list layouts.
Adding a Knowledge Item
Click the Add Knowledge Item button to open the knowledge item modal. Fill in the following fields:
- Title: A clear, descriptive name for this knowledge item. Example: "Gold Plan Monthly Premiums" or "Price Objection — Too Expensive."
- Category: Select one of four categories (detailed below).
- Content: The detailed information you want the AI to use. This is the substance of the knowledge item — write it as if you are explaining the topic to a new agent.
- Active Toggle: Controls whether this item is active and available for the AI to use. You can toggle items on or off without deleting them, which is useful for seasonal products or temporary campaigns.
Click Save to add the item to your Knowledge Base.
The Four Knowledge Categories
Your Knowledge Base is organized into four categories, each serving a distinct purpose:
#### 1. Products
Use this category for all product-related information. This includes:
- Product names, descriptions, and features
- Plan details and coverage specifics
- Pricing tiers and monthly premiums
- Benefits and value propositions
- Eligibility requirements
- Comparison points between different products or plans
Example item title: "Silver Plan — Key Benefits and Coverage"
Example content: A detailed write-up of what the Silver Plan covers, its monthly cost, deductible, and unique selling points compared to other plans.
When the AI detects that a caller is asking about a specific product or the agent is presenting options, it pulls from Products knowledge items to suggest relevant details, benefits, or comparison points.
#### 2. Objections
Use this category for common objections and effective responses. This includes:
- Price objections ("It's too expensive")
- Timing objections ("I need to think about it", "Call me back later")
- Trust objections ("I don't know your company")
- Competitor objections ("I already have coverage with [competitor]")
- Need objections ("I don't think I need this")
Example item title: "Objection — Too Expensive"
Example content: A structured response that acknowledges the concern, reframes the value, and presents the cost in a different light (e.g., daily cost breakdown, comparison to not having coverage).
When the AI detects an objection in the caller's speech, it pulls from Objections knowledge items to suggest effective responses the agent can use.
#### 3. Scripts
Use this category for key talking points, phrases, and scripted segments that agents should use during calls. This includes:
- Opening statements and introductions
- Transition phrases between topics
- Closing techniques and trial closes
- Specific language required by compliance or brand standards
- Power phrases and benefit statements
Example item title: "Closing Script — Enrollment Confirmation"
Example content: A step-by-step closing script that walks the agent through confirming the caller's choice, verifying details, and completing the enrollment.
When the AI identifies moments in the conversation where a scripted response would be appropriate (like transitioning to a close or handling a specific stage of the sales process), it suggests relevant Scripts items.
#### 4. Procedures
Use this category for internal processes, workflows, and operational information. This includes:
- How to process specific types of requests
- Escalation procedures
- Transfer protocols
- Documentation requirements
- Special handling instructions for specific situations
Example item title: "Procedure — Three-Way Call with Carrier"
Example content: Step-by-step instructions for initiating a three-way call, what to say when the carrier representative joins, and how to hand off the call.
When the AI detects that a procedural topic is coming up in the conversation, it suggests relevant Procedures items to ensure the agent follows the correct process.
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Managing Knowledge Items
Knowledge Cards
On the Coaching Knowledge page, each knowledge item is displayed as a knowledge card. Each card shows:
- The item's title
- Its category
- A toggle switch that lets you quickly activate or deactivate the item without opening it for editing
- Action buttons to edit or manage the item
Filtering and Searching
With a growing Knowledge Base, finding specific items is easy:
- Search Bar: Type keywords to filter items by title or content.
- Category Filter: Select a specific category (Products, Objections, Scripts, or Procedures) to show only items in that category.
- View Toggle: Switch between grid view (card layout for visual browsing) and list view (compact layout for scanning many items).
Editing Knowledge Items
Click on a knowledge card or its edit button to open the item in the modal. Make your changes to the Title, Category, Content, or Active toggle, and save.
Deactivating vs. Deleting
Instead of deleting knowledge items you no longer need, consider deactivating them by toggling the Active switch off. This preserves the content for future use (e.g., a seasonal product that comes back every year) while removing it from the AI's active knowledge pool.
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How Knowledge Feeds Coaching
Understanding the connection between your Knowledge Base and the coaching suggestions agents receive is key to optimizing the feature:
- You create knowledge items covering your products, common objections, scripts, and procedures.
- An agent gets on a call and the real-time transcript captures the conversation.
- The AI reads the transcript and identifies topics, objections, opportunities, and relevant moments.
- The AI searches your Knowledge Base for items that match what is being discussed.
- Coaching cards appear in the agent's panel with suggestions drawn from the matching knowledge items.
The more comprehensive and specific your Knowledge Base is, the more relevant and helpful the coaching suggestions will be. A sparse Knowledge Base leads to generic or infrequent suggestions. A rich, detailed Knowledge Base leads to precise, actionable coaching that genuinely helps agents perform better.
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Performance Tracking
AgentTech Dialer tracks the effectiveness of AI Sales Coach to help you understand its impact:
- Coaching Engagement: See how often agents interact with coaching suggestions during calls.
- Conversion Correlation: Understand whether calls with coaching engagement tend to have better outcomes.
- Knowledge Item Usage: Identify which knowledge items are most frequently surfaced in coaching suggestions, helping you understand what topics come up most often in calls.
Use these insights to refine your Knowledge Base, focus on the most impactful areas, and measure the return on your coaching investment.
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Tips for Maximizing AI Sales Coach Effectiveness
Build a Comprehensive Knowledge Base
The single most important thing you can do is build a thorough Knowledge Base. Cover all of your products in detail, document every common objection with effective responses, create scripts for key moments in the sales process, and outline all relevant procedures.
Focus on Common Objections
Objection handling is where most agents struggle and where coaching has the biggest impact. Spend extra time crafting high-quality Objections knowledge items with proven responses. Talk to your top-performing agents about how they handle the most common objections, and capture their techniques.
Keep Knowledge Items Concise and Actionable
Each knowledge item should be focused and practical. Avoid long, rambling explanations. Write items the way you would coach an agent in person — direct, clear, and actionable. The AI presents suggestions as coaching cards with limited space, so concise source material leads to better suggestions.
Update Regularly
Products change. Pricing updates. New objections emerge. Regulations shift. Review and update your Knowledge Base at least monthly to ensure the AI is coaching from current, accurate information.
Encourage Agent Adoption
The AI Sales Coach only helps if agents actually look at and use the coaching suggestions. Encourage adoption by:
- Demonstrating the feature during team meetings
- Sharing success stories where coaching helped close a sale
- Making it part of your onboarding process for new agents
- Asking agents for feedback on the quality of suggestions and using that feedback to improve the Knowledge Base
Start with Your Best Agents' Knowledge
Interview your top-performing agents and capture what they know. How do they handle the toughest objections? What do they say during their most successful closes? What product details do they emphasize? Turn their expertise into knowledge items, and the AI Sales Coach effectively scales your best agents' skills across your entire team.
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Frequently Asked Questions
Q: Do coaching suggestions slow down the dialer or affect call quality?
A: No. Coaching suggestions are displayed in the panel and have no impact on call audio quality or dialer performance.
Q: Can supervisors see what coaching suggestions were given during a call?
A: Supervisors can review coaching interactions as part of call analytics and performance tracking.
Q: What if the AI gives a suggestion that is not relevant?
A: The quality of suggestions depends on the Knowledge Base. If you notice irrelevant suggestions, review and refine your knowledge items. Make titles and content more specific, and ensure items are properly categorized.
Q: Can I use the AI Sales Coach without the Knowledge Base?
A: The AI Sales Coach works best with a populated Knowledge Base. Without knowledge items, the AI has limited context to draw from and suggestions will be less specific and less helpful.
Q: Does the AI Sales Coach work for inbound calls?
A: Yes. The AI Sales Coach works for any live call where transcription is active, whether inbound or outbound.
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Summary
The AI Sales Coach is a real-time coaching companion that helps every agent perform at their best. By building a rich Knowledge Base across Products, Objections, Scripts, and Procedures, you give the AI the fuel it needs to deliver precise, contextual coaching suggestions during live calls. Combined with performance tracking and an easy-to-use panel on the dialer page, it is a game-changing tool for boosting sales performance across your agency.
Enable the AI Sales Coach in Agency Settings under Compliance and Transcription Settings, start building your Knowledge Base on the Coaching Knowledge page, and watch your team's confidence and close rates grow.
Last updated: February 24, 2026