Live Assist
The Alpha Drive AI feature that brings in a person, either the dealership's own staff or Alpha's live service BDC team, whenever a conversation needs a human touch, with the full conversation attached.
Live Assist is what makes Alpha Drive an outsourced BDC rather than only an AI tool, and the only dealership AI that can erase the need for an internal BDC. It does not replace the store's advisors and salespeople, who still receive transfers; it replaces the BDC layer between the AI and the floor. Agents work from DGA's BDC centers in Florida, Guatemala and Colombia with the AI's transcript and customer record in front of them.
In practice
Live Assist brings a person into the conversation when the AI should not handle it alone: an upset customer, a complicated question, a caller who simply wants a human. The agent sees the full transcript and what the AI already did, so the customer never starts over.
Where it fits
Live Assist covers overflow and after-hours peaks, escalations, and outreach that needs a human, such as declined service and sales-angle follow-up. It is how a dealership keeps the human touch without staffing a full BDC.
Common questions
Who are the Live Assist agents?
Trained agents from Dealer's Greatest Assets, the outsourced dealership BDC operator behind Alpha Drive AI, running BDCs since 1993. Calls can also route to the dealership's own staff.
How is Live Assist different from a transfer?
A transfer hands the call to your team. Live Assist can hand it to Alpha's agents instead, so the call is handled even when your team is busy or unavailable.
Also called: live agents.
Read the chapter: Live Assist: whenever a conversation needs a human touch →
Related terms
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