Contact centers have long wrestled with the same problem: how do you give every agent the feedback they need, without pulling supervisors off the floor or taking agents out of queue? With rising service expectations and increasingly complex customer journeys, agent coaching has become both more critical and more difficult to scale. Until now.
LogixAssist, the real-time guidance and AI-driven coaching tool that powers InteLogix performance operations, is changing the game by bringing quality assurance automation directly into the coaching workflow.
Coaching That Keeps Up with the Queue
Traditionally, supervisors spend time manually reviewing random call samples, often just 1–2% of total interactions. To meet time constraints or monitor count goals, they may prioritize shorter calls, unintentionally overlooking more complex interactions that hold valuable coaching insights. This can leave critical gaps in development, especially around handling longer or emotionally charged conversations.
With LogixAssist, coaches no longer need to dig. The platform uses AI in quality assurance to review 100% of calls in real time and identify the ones most relevant to specific coaching themes. For example, a manager can ask, “Did the agent offer self-service options?” and LogixAssist will surface calls where that didn’t happen, with timestamps and context attached. These insights help coaches deliver not only constructive guidance but also targeted praise, highlighting what agents are doing well, boosting confidence, and improving morale. That balance of encouragement and opportunity makes feedback more effective and contributes to performance improvements like reduced AHT.
This is coaching at scale: fast, targeted, and objective.
One Interface, Complete Insight
All coaching takes place within the LogixAssist ecosystem. That means no toggling between dashboards or exporting transcripts. Supervisors and QA analysts can leave notes, and agents can see both AI-generated feedback and human insights in one place.
This side-by-side visibility is intentional. AI acts as the analyst, surfacing patterns and facts, while the coach adds nuance and emotional context. Most supervisors “yes, and” the AI by layering empathy, encouragement, or tactical next steps. The result is coaching that feels personal — not robotic.
And because agents can acknowledge their coaching on their own time, there’s no need to schedule one-on-ones or pull anyone off the floor. Supervisors see when coaching has been viewed, responded to, or marked complete; making AI quality assurance actionable and trackable.
Automated Coaching Without the Guesswork
The system doesn’t just react. With “coaching at scale” rules, Ops leaders can proactively automate feedback triggers. Want every call that skips pricing to go to a coach’s inbox? Done. Want to flag every interaction with extreme customer sentiment, good or bad? That’s built in too.
This level of automated quality assurance means nothing slips through the cracks. Coaches aren’t just reacting to what they stumble across, they’re being fed a steady stream of relevant, high-impact coaching opportunities.
From Voice to Omnichannel
Currently, LogixAssist monitors voice calls, but updates coming later this year will bring full support for chat, email, and SMS interactions. That means consistent AI in quality assurance across every customer touchpoint, and every coaching opportunity, no matter how the customer reached out.
It’s all part of the InteLogix vision: human-delivered, digitally enabled performance. With tools like LogixAssist, we’re not replacing coaches; we’re empowering them. We’re not cutting corners; we’re elevating quality.
The Future of Coaching Is Already Here
Scaling coaching used to mean sacrificing quality or relying on incomplete data. Now, quality assurance automation powered by LogixAssist means you can do more, with better insight, and greater speed, all without losing the human touch that matters most.
For organizations looking to improve agent performance, retain top talent, and protect the customer experience, the message is clear: the future of coaching is automated, intelligent, and built to scale.
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