Live Coach is an Artificial Intelligence assistant from Papo (https://papo.global/) that acts as a copilot for your sales agents during real-time conversations. It analyzes the dialogue with the customer and, based on a pre-configured sales script (playbook), offers suggestions for responses, arguments, and ways to overcome objections, ensuring your team follows best practices and increases conversion chances.
This tool, also known as Captain, is designed to empower salespeople, from the newest to the most experienced, by offering the right support at the exact moment of interaction. Instead of making the agent search for information in documents or rely on memory, Live Coach delivers the company's knowledge directly to the chat screen, privately and contextually.
| Aspect | Service Without Live Coach | Service With Live Coach |
|---|---|---|
| Consistency of Approach | Each salesperson uses their own style, which can lead to inconsistent messaging. | The entire team follows a communication standard defined in the playbook, strengthening the brand. |
| Responding to Objections | The agent might hesitate or not have the best argument for complex objections. | AI suggests the best responses for common objections, prepared by company experts. |
| Training New Agents | The learning curve (onboarding) is long and depends on supervisor oversight. | New salespeople become productive faster as they receive real-time guidance. |
| Efficiency and Agility | The agent wastes time searching for product or pricing information in other windows. | Necessary information and arguments appear on screen, speeding up responses and the sales flow. |
How Live Coach Works
Live Coach integrates the intelligence of your sales operation directly into the agent's conversation interface. The process happens in three main steps:
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Sales Playbook Configuration: The first step is to "teach" the AI. You feed Live Coach with the information it will use to generate suggestions. This playbook includes:
- Product/Service Context: Descriptions, technical specifications, prices, and unique selling propositions.
- Tone of Voice: Define how communication should be (e.g., consultative, direct, friendly, or formal).
- Objections and Arguments: Input the most common objections ("it's too expensive," "I need to think about it," "your competitor offers X") and the best counter-arguments for each.
- Inboxes: Choose which channels Live Coach should operate in (e.g., only in Sales WhatsApp or also on Instagram).
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Real-Time Conversation Analysis: Once activated, Live Coach monitors the conversation between the agent and the customer. The AI processes customer messages to identify intentions, questions, product inquiries, and, most importantly, objections.
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Contextual Suggestion Generation: Based on the analysis and the configured playbook, the system displays relevant suggestions to the agent. It's important to note that these suggestions are private and appear only to your employee. They have full autonomy to use the suggestion, adapt it, or ignore it. Generating these suggestions may consume AI credits from your account.
The goal is not to automate responses, but to empower the human, transforming each agent into an expert in their product and sales process.
Who is Live Coach for?
This functionality is especially valuable for commercial operations seeking standardization, efficiency, and continuous improvement.
- Growing Sales Teams: Helps standardize the sales pitch and ensures that all salespeople, new or old, communicate the product's value consistently.
- Sales Managers: Acts as a continuous training tool, ensuring that the defined sales process is followed and accelerating the learning curve for new hires.
- Businesses with Consultative Sales or Complex Products: Where technical details and the correct handling of objections are crucial for gaining customer trust and closing the sale.
- High-Volume Service Operations: Allows maintaining a high standard of quality in interactions, even when the team is managing multiple conversations simultaneously.
By using Live Coach, companies reduce reliance on the individual "talent" of each salesperson and create a more predictable and scalable sales system.
Frequently Asked Questions
Does Live Coach respond to the customer automatically?
No. Live Coach is a copilot for the human agent. It displays suggestions privately to the salesperson, who decides if, how, and when to use that information in the conversation with the customer. It does not send automatic messages.
How does Live Coach know what to suggest?
It combines two sources: the sales playbook you configure (with product information, tone of voice, and arguments for objections) and real-time conversation analysis performed by Artificial Intelligence.
What is a "playbook" in the context of Live Coach?
The playbook is the set of rules and information you provide to guide the AI. It's your digitized sales script, containing everything a salesperson needs to know to have a successful conversation.
Can I use Live Coach across all my service channels?
Yes. During configuration, you can define which inboxes (WhatsApp, Instagram, Facebook, etc.) connected to Papo Live Coach should be active in.
Does using Live Coach incur additional costs?
The functionality itself is part of the Papo platform modules. However, generating suggestions via Artificial Intelligence may consume AI credits, depending on your plan and usage. Details about credit consumption are available on the platform.
What is the difference between Live Coach and a chatbot like Super Chat?
Super Chat is designed to automate conversations and respond directly to customers, qualifying leads and resolving queries without human intervention. Live Coach, on the other hand, operates in the background, assisting a human agent who is actively conducting the conversation.
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