Overview
The Real-Time Call Simulation feature replays a pre-recorded telecare call transcript at adjustable speed while an AI Advisor analyses the conversation in real time, providing contextual guidance, risk alerts, and suggested actions as the call progresses.
This tool is designed for operator training, quality assurance review, and demonstrating real-time AI assistance capabilities during live calls.
Benefits
Operator Training
New operators can observe how AI analyses calls in real time, learning to recognise risk indicators, emotional cues, and appropriate escalation triggers through guided simulation.
Real-Time Risk Detection
The AI Advisor identifies emerging risks as the conversation unfolds — flagging safeguarding concerns, health deterioration, and emotional distress before the call ends.
Contextual Guidance
Advice cards provide actionable suggestions tailored to the current point in the conversation, helping operators know what questions to ask and when to escalate.
Quality Assurance
Supervisors can replay past calls with AI commentary to review operator performance, identify missed cues, and develop targeted coaching plans.
Adjustable Speed
Review calls at 1x for realistic training or speed up to 16x for rapid review. The AI advice interval adjusts automatically to match the playback speed.
Multi-Language Support
Transcripts are filtered by the selected application language (English or Spanish), and the AI Advisor responds in the same language as the transcript.
How It Improves Care
Training Without Risk
Operators can practise handling complex or distressing calls in a safe environment. The AI highlights what a trained operator should notice, building pattern recognition and confidence before handling live calls.
Catching What Humans Miss
During long or emotionally charged calls, operators may miss subtle cues. The AI Advisor acts as a second pair of eyes, surfacing concerns about medication mentions, mood shifts, or safeguarding indicators that might otherwise go unnoticed.
Consistent Call Handling
By demonstrating best-practice responses throughout the simulation, the tool helps standardise call handling quality across the team, regardless of individual operator experience levels.
Faster Onboarding
New team members can rapidly build familiarity with common call scenarios, risk patterns, and appropriate responses by running multiple simulations in their first weeks.
Getting Started
- Navigate to the Real-Time Sim tab in the main application.
- Select a transcript from the dropdown. Transcripts are filtered by the currently selected language.
- Optionally adjust the Speed (1x to 16x) and Advice interval (how frequently the AI provides guidance).
- Click Run to begin the simulation.
- Watch the transcript unfold in the left panel while AI advice cards appear in the right panel.
- Click Stop at any time to pause the simulation.
Understanding the Interface
Progress Bar
Displays the current playback position relative to the total call duration. The elapsed and total time are shown to the right.
Live Transcript (Left Panel)
The call transcript is revealed line by line at the pace of the original call (adjusted by the speed setting). Each line appears with its original timestamp, simulating a real-time conversation.
AI Advisor (Right Panel)
Advice cards appear at regular intervals as the AI analyses the transcript revealed so far. Each card includes:
| Element | Description |
|---|---|
| Card Number | Sequential identifier showing the order of advice given. |
| Timestamp | The real-world time the advice was generated. |
| Advice Content | AI-generated analysis and recommendations based on the conversation so far. May include risk assessments, suggested questions, and escalation advice. |
Advice cards automatically fade out after a configurable lifetime to keep the display focused on the most recent guidance.
Resizable Panels
Drag the splitter bar between the transcript and advisor panels to adjust the split ratio to your preference.
Controls
| Control | Description |
|---|---|
| Speed | Playback multiplier: 1x (real time), 2x, 4x, 8x, or 16x. Higher speeds compress the AI advice interval proportionally. |
| Advice every (s) | Base interval in seconds between AI advice requests. Default is loaded from server settings. |
| Run | Starts playback of the selected transcript. |
| Stop | Halts playback and cancels any in-flight AI requests. |
Tips for Effective Use
- Start at 1x speed for training sessions to experience the natural pace of a real call.
- Use faster speeds (4x–16x) for QA review when you need to quickly scan multiple calls.
- Shorten the advice interval (e.g., 5–10 seconds) for more frequent AI feedback during training.
- Lengthen the advice interval (e.g., 30–60 seconds) for a less intrusive experience during demonstrations.
- Compare languages: Switch between English and Spanish to see how the AI handles different-language transcripts.