Live call analysis is the real-time processing of an in-progress voice call to detect key moments such as intent, sentiment shifts, compliance risk, silence, interruptions, and topic changes. It typically uses the call audio and a streaming transcript to generate signals and alerts while the customer and agent are still talking.
Operationally, it matters because it enables immediate intervention: coaching prompts for the agent, supervisor notifications for escalations, and reminders for required disclosures or verification steps. This can reduce handle time, prevent avoidable escalations, improve adherence to scripts and policies, and increase consistency across agents without waiting for post-call review.
Live call analysis is different from post-call analytics because the output is designed for action during the call, not just reporting. It is usually configured with thresholds and rules so only high-impact events trigger guidance, helping teams balance support with agent focus.
