🚧 Feature is in early beta and available on request
Beta means the feature is still being refined based on customer feedback, so small changes may occur as we improve it.
To give your feedback, contact support@voyc.ai
Why ALEX Live Matters
ALEX Live helps you during your calls. Instead of waiting for feedback afterwards, you get guidance in real time so you can stay on script, cover key points and handle tricky moments or sales objections with more confidence.
It is there to make your calls smoother, safer, clearer and hopefully get you that win😉
What ALEX Live Does in Your Calls
Depending on your organisation’s configuration, ALEX Live listens along with you and:
Shows the right part of the script at the right time
Prompts you on important disclosures and required phrases
Notifies if you are speaking too fast or repeating yourself a lot
Highlights potential vulnerable customers or risky situations
Asks quick questions so you can capture what the customer actually said
After the call, ALEX Live gives you a summary of how it went, which points you covered and which cues were triggered, so you always know what went well and what to improve on the next call.
📝 Note: Before you can start using ALEX Live, you will need to create your Voyc account and log into ALEX Live, to learn how to do this visit this article
Configuring Your Audio
Before you can take a call, ALEX Live needs to know which microphone and audio settings you want to use. After you Login you will be asked to set up your audio.
Firstly, you will need to allow your browser permission to use your microphone. Ensure the correct microphone is selected and allow permissions. This will look different depending on the browser you use.
This example uses a Chrome browser
💡 Tip: To learn how to manage your microphone permissions on your browser, select the browser below:
Once browser permission is granted, you will be asked to configure three fields:
1. Input device
Select the microphone or headset you will be using for the call. This will show the available audio devices on your computer.
2. Sample rate
Choose your sample rate from the dropdown.
Recommendation: 16 kHz is recommended for speech because it provides a clear, accurate transcription without using unnecessary bandwidth. Higher rates are not needed for voice calls and may introduce noise rather than improving quality.
3. Audio output
Choose Mono or Stereo.
Recommendations:
Mono is ideal for most call environments because it ensures you hear the customer clearly through either ear, even if your headset only uses one side.
Stereo can be used if you have a dual ear headset and prefer a more immersive audio experience.
Once you have selected your preferred settings, select Save settings.
You will land on the ALEX Live home page🎉
Starting a Call
ALEX Live has a simple home page focused on getting you into your next call quickly.
To start:
Ensure your headset is connected and your audio settings match your device
Select the Channel that the call is taking place in
Select Start call
A Picture in Picture (PiP) panel will open. You can move this anywhere on your screen. This is where your script, cues and questions will appear.
Using the Script Guidance
The PiP screen displays your script in grouped sections with subheadings, such as:
Call opening
DPA
Product discussion
Affordability
Sale
Wrap up
You can read these or use them as a guide.
When a script heading is in orange with the verbatim symbol, you need to read it word for word.
Script Progression
As you speak, ALEX Live detects key words and automatically moves the script to the next relevant section.
You can also browse the script manually using the grouping tabs on the side or the arrow at the top left. This will not move ALEX Live forward. It simply lets you view other parts of the script.
Other controls include:
Pause to stop script progression temporarily
Down arrow to manually move to the next script section
If the script is not moving automatically, it means the key phrases have not yet been detected.
Responding to Questions and Cues
During a call, ALEX Live may show quick questions like:
Did the customer say yes or no
Was the customer interested in continuing
Select the correct response to move on.
You may also see live cues such as:
Vulnerable customer detected
Sales objection
Speaking too fast
Repeated words
Select I acknowledge to confirm you’ve seen alert cues or close pace / repetition cues and take the recommended action.
Ending a Call
To end your call, select the End call icon at the bottom right of the PiP window. You will then be taken to your post call summary.
Reviewing Your Call Summary
After the call ends, you will see:
Your overall score
How many cues were triggered
Call duration
Any compliance phrases that were missed or incomplete
You can also view a Call Details section with more information about missed compliance points and triggered cues.
This gives you a quick, focused reflection before moving on to your next call.
Select Done to return to the home page.
The Gist
With your audio configured and your PiP in place, ALEX Live works alongside you from start to finish on every call. It keeps you on track, helps you handle tough moments in real time and gives you clear insights afterwards so you always know how you are performing. Over time the guidance becomes second nature, helping you build consistency, confidence and better outcomes on every call. This article walks you through each step, from setting up your audio to understanding your cues and summaries, so you can get the most out of ALEX Live from day one.