AI Coaching and AI Appointment Setter
Coaching that runs on what was actually said.
Nobody can listen to a floor's worth of calls. So coaching becomes a manager's memory of one ride-along, applied to an agent who was having a different kind of day. Assurna transcribes every call in real time, reviews the completed ones, and puts the specific moment in front of the agent while it still means something.
Alongside it, the AI Appointment Setter qualifies prospects, books appointments, and live transfers them to a licensed agent, so your floor spends its hours on conversations that were worth taking.
The coach rail runs beside the agent, on the same screen as the lead record and the disposition, while the call is still live. Every surface on this page is drawn with sample data.
What changes on the floor
Review stops being rationed by the hours you have.
A manager can listen to a handful of calls a week. The floor has thousands. Coaching that runs on the transcript changes which of those two numbers your review is limited by.
- 01
Coach the whole floor, not the three calls you had time for
Every call is transcribed, so review is not rationed by how many hours a manager has. The calls worth your attention surface because of what happened in them, not because they were the ones you happened to open.
- 02
Give a new agent the help while the call is still live
The live coach rail sits beside the agent during the conversation rather than arriving in a scorecard the next morning. A newer agent gets support at the moment they need it, which is the moment they are losing the call.
- 03
Put your licensed agents on qualified conversations
The AI Appointment Setter does the part of the job that does not require a license: it qualifies the prospect, books the appointment, and live transfers a qualified prospect to a licensed agent. It feeds your floor rather than replacing it, and it works inside the same calling-hours and consent rules your agents do.
Real-time transcription
The transcript is written while the call is happening.
Not afterwards, and not in a separate system you have to go and search. That timing is what makes the rest of this possible.
- The transcript builds while the call is live, not after it, so the record of what was said is being written without the agent competing with their own listening.
- The coaching that happens during the call has something to work from, because the words are already there.
- The transcript attaches to the lead record along with the recording, so the conversation is retrievable from the record it belongs to rather than from a separate system.
- Transcription is handled by the platform. The provider behind it is not named on this site.
Coaching, live and after
Two surfaces, one loop.
One runs beside the agent during the call. The other reviews the call that just finished. Both read the same transcript, which is why they agree with each other.
The live coach rail
It runs beside the agent during the call. It is present where the work is happening rather than in a report, which is the difference between coaching and grading. A newer agent gets the prompt at the moment they are losing the call, not the morning after.
The post-call summary
It reviews the completed call and points at what to change on the next one. A summary is specific to the call it came from, so an agent gets “here is the moment the objection landed and here is what you said next” rather than a generic tip.
For a manager, the value is triage. You are choosing which conversations to spend your own time on, with a reason for the choice.
The completed call, reviewed against its own transcript. Shown here is the compliance review, which is scored against the rubric the application publishes; the coaching summary is a separate output built from the same transcript. One conversation, reviewed once, read by both.
AI Appointment Setter
Qualified, booked, and transferred to a licensed agent.
The AI Appointment Setter does exactly three things, and we list them as three because that is what it does.
- 01
Qualification
It works the prospect through the qualifying questions your agency actually asks, so a conversation that was never going anywhere does not consume a licensed agent's hour.
- 02
Appointment booking
A qualified prospect gets an appointment on the calendar, on the record, and in the same pipeline the rest of your leads sit in.
- 03
Live transfer to a licensed agent
When a prospect is qualified and ready, the call is transferred live to a licensed agent rather than parked for a callback that decays by the hour.
Nothing beyond those three. It does not present, it does not quote, and it does not close. The licensed agent does that, which is both the legal position and the commercial one: an agency owner is buying floor capacity, not a replacement for the people who hold the license.
A booked appointment and a live transfer land in the same conversation stream as everything else the floor is working, against the same lead record. There is no second inbox to go and check.
Automating the outreach does not route around the rules.
The AI Appointment Setter is subject to the same enforcement path as a human agent's dial. Calling hours are evaluated against the prospect's own time zone, and consent and do-not-call state ride on the lead record, checked before the call goes out.
The rules sit in front of the dial rather than beside it, which is why automating the outreach does not quietly take on new exposure. This is how the software is built, and it is not a substitute for your own legal and compliance program.
One system
The transcript is not a separate product.
Coaching in Assurna works because the call, the transcript, and the lead record are the same object.
Lead
Worked in the same place it is dialed
Dial
Preview, power, or progressive
Transcript
Attached to the record, not to a vendor
Quote
Multi-carrier comparison, built in
Application
Handed off to the carrier's own application
Policy
Tied back to the call that wrote it
The dialer produces the conversation. The transcript hangs off it. The compliance review reads the same transcript the coaching does, so the two never disagree about what was said, and neither of them is a separate system your agents have to be sent to.
The appointment the AI Appointment Setter books lands in the same pipeline as every other lead, so it becomes a quote, an application hand-off to the carrier's own application, and a policy without anyone re-keying it.
We have not published usage figures for any of this. When there is enough in the platform's own activity log to be worth publishing, we will. We would rather show you the product than a number we made up.
Questions
What agency owners ask about the AI.
If the answer you need is not here, bring the question to the demo call.
- What does AI coaching in Assurna actually do?
- It transcribes every call in real time, runs a live coach rail beside the agent while the conversation is happening, and produces a summary after the call that points at what to change on the next one. The point is that coaching runs on what was said rather than on a manager's memory of one ride-along.
- Is this monitoring my agents or helping them?
- Both things are true, and pretending otherwise insults the agent. The recording and transcript exist for the agency's protection. The coach rail and the summaries exist for the agent, because the fastest way to improve is to see the specific moment a call turned. Agents adopt it when the feedback is about the call rather than about the scorecard.
- What does the AI Appointment Setter do?
- Three things: it qualifies prospects, it books appointments, and it live transfers a qualified prospect to a licensed agent. That is the whole scope. It does not present, quote, or close, because those belong to your licensed agents.
- Does the AI Appointment Setter follow calling hours and consent rules?
- Yes, through the same enforcement path a human agent's dial goes through. Calling hours are evaluated against the prospect's own time zone and consent and do-not-call state ride on the lead record, both checked before the call goes out. Automating outreach does not route around the rules. This describes how the software behaves and is not legal advice or a guarantee of compliance.
- Will it replace my appointment setters?
- It does the work appointment setters do, and agency owners evaluate it against that cost. It does not replace licensed agents, and it is not designed to. The output of the AI Appointment Setter is a qualified conversation landing on one of your agents.
- Can I hear it before I buy?
- Yes, and you should. We are not publishing a recording on this page, because a clip we chose is not the test you care about. Ask to hear the AI Appointment Setter live on your demo call. Whether an AI voice is good enough to represent your agency is a judgment you have to make with your ears.
- Where do the transcripts and recordings live?
- On the lead record, attached automatically, in the same system as the quote and the policy that came out of the call. There is no export step and no separate archive to search.
- Do you name the AI provider behind this?
- No. No vendor is named anywhere on this site, for transcription, telephony, quoting, or models, until that vendor grants written approval. We would rather under-name than misrepresent a relationship.
- Does coaching work for a floor running preview, power, and progressive?
- Yes. Coaching attaches to the conversation, not to the dialing mode, so it behaves the same whichever mode a campaign is running.
Related capabilities
The rest of the system this sits in.
Coaching is one capability of five. Each of the others touches the same call, the same record, and the same compliance path.
How many calls did you actually get to listen to last week?
Bring one hard call and one new agent. We will show you the coach rail, the summary it produces, and the AI Appointment Setter running with sound on.
Book a demoOr see pricing first. It is published, so you can qualify us without a sales call.