Build a Live Supervisor Dashboard for AI Support Calls

说明与用途

Telnyx Edge Compute 上的应用程序让主管能够实时监控 AI 支持通话，注入辅导提示，并通过 WebRTC 加入对话，从而消除后期通话错误。

问题

Voice AI quality checks happen post‑call, allowing errors to reach customers before review.

结果

The live supervisor dashboard enables real‑time coaching, policy enforcement, and seamless human escalation, reducing post‑call errors and improving customer experience.

工作流

• 1. Configure assistant to use a WebSocket endpoint for event streams.
• 2. Deploy the Live Support Coach Room on Telnyx Edge Compute.
• 3. Run the caller simulator to generate conversation events.
• 4. Supervisor opens the dashboard to see active rooms and live transcripts.
• 5. Policy engine evaluates events and injects coaching nudges via conversation.item.create frames.
• 6. Supervisor clicks "Escalate to supervisor" to initiate an outbound call and join the AI conversation with a WebRTC softphone.
• 7. Supervisor monitors and participates in the call in real time.

证据

Most voice AI quality checks happen after the call ends. A transcript is stored, someone reviews a small sample later, and any mistake has already reached the customer.

来源

The application uses two browser tabs: The caller simulator creates a conversation and submits caller or assistant turns. The supervisor dashboard lists active rooms, streams the transcript, shows policy flags, and exposes an escalation button.

来源

When the supervisor clicks Escalate to supervisor, the room creates an outbound call to the configured supervisor device, joins that call leg to the active AI conversation with ai_assistant_join, and answers the call in the browser through the Telnyx WebRTC SDK.

来源