The adaptlive Loop
adaptlive is a passive co-pilot — it sits alongside your staff on every call, feeding the right information at the right moment. Your people stay on the phone; the AI fills in the blanks.
1. Call Forwarding
When a customer dials your number, their carrier forwards the call through adaptlive's media gateway (via Twilio) before it rings your staff. This adds less than 500 ms of latency and is transparent to both the caller and the answering employee.
2. Real-Time Transcription
As the call proceeds, adaptlive transcribes the conversation in real time using Deepgram. The transcript is displayed in the cockpit UI — the live panel your staff sees on their screen.
3. Playbook Matching
The AI reads the live transcript and matches it against your active playbook. When the customer says something that triggers a playbook step — like mentioning a service type or a problem description — the relevant questions, fields, and prompts surface automatically.
4. Live Guidance
Staff see pre-written questions to ask, warnings ("Don't quote a price until you confirm the service address"), and checkboxes to capture key data — all filled in as the conversation progresses.
5. Post-Call Wrap-Up
When the call ends, adaptlive drafts a wrap-up: a summary, the captured data points (address, contact info, job type, urgency), and any follow-up actions. Staff review and submit — this pushes to your CRM automatically if connected.