Reps wear a Plaud NotePin S and managers coach from the rep's side of the conversation. We do not record the consumer. Here's how it works.
FrontlineIQ is an AI sales coach for teams that sell in person: in stores, branches, showrooms and dealerships. Reps practice with Theo, our AI coach, in role-plays scored against the behaviors that move sales. Managers see who needs coaching, on what, and where to start.
Practice is only half the picture, though. The conversations that decide a sale happen live and unscripted, with a real customer standing in front of the rep. Until recently, none of that made it back into coaching.
Our CEO and founder, Ben Rodier, sat down with Plaud Embedded to talk about how we closed that gap. You can read the full interview on Plaud. Here's the short version.
A manager with ten reps on the floor can only stand in one conversation at a time. “You can't be in all those conversations at once,” Ben says. Everything else goes unheard: the pace, the tone, the moment a rep talks over a customer who was about to say yes.
What's lost is all of the intelligence and all of the information we get from those conversations.
Without a record, coaching runs on memory and the occasional ride-along. Reps get feedback on the one conversation a manager happened to see, not on the habits that show up across a whole shift.
Our first idea was simple: record top sellers on a phone, then share what they do well with the rest of the team. The first top seller we asked gave us a clear answer. “Absolutely not. There's the door.”
That taught us two things. First, trust comes first. Reps need to know the technology is there to help them get better, not to grade them behind their back, and customers should never become the subject. Second, the phone itself was the problem. Starting and stopping a recording in the middle of a sale pulls attention away from the customer. “The ability to start and stop is a huge piece of friction,” Ben says.
What we needed was a purpose-built wearable that reps don't have to manage, that customers can see, and that never turns the shopper into the data.
Reps wear a Plaud NotePin S on the floor. There's no phone to unlock and nothing to start or stop. Conversations are analyzed through the Plaud Embedded SDK and FrontlineIQ's coaching pipeline, and the coaching lands in the same place reps already go to practice.
We do not record the consumer. FrontlineIQ keeps only the rep's side of the conversation. No audio file or customer voice is retained, so the customer never becomes the subject of the coaching. Financial details, identifiers and sensitive personal information are filtered out, not stored. We coach the seller, not the shopper.
See how conversation intelligence in FrontlineIQ scores real conversations on the same framework reps use in role-play, without recording the consumer.
Coaching now starts from what actually happened. At the end of a shift, reps see a recap of their conversations: what was purchased, the follow-ups they promised and the products they discussed. Nothing slips between the floor and the next conversation.
Managers coach from the same recap. Instead of rebuilding a sale from memory, they can point to the moment it turned and give the rep one specific habit to practice next.
The practice pays off. Ben shared that once reps pass 30 AI coaching sessions, “we start to see salespeople sell $2,900 more on a weekly basis per user.” That figure is an average across the business, comparing reps who engage with coaching against reps who don't.
For another look at what a coaching habit does to the numbers, read how Ashley Furniture transformed coaching with FrontlineIQ.
The conversations on the floor hold more than coaching signals. Ben shared an example from an appliance floor. A customer came in after their fridge failed and flooded the kitchen, and the ice maker had already failed twice before.
That's information that should go to the service team or the warranty team.
Today, that detail usually walks out the door with the customer. Routed to the right brand, it becomes a faster warranty fix or a better product. The bigger goal is to connect what reps practice with what really happens on the floor, and get that intelligence to everyone who can act on it.
No. We do not record the consumer. FrontlineIQ keeps only the rep's side of the conversation: no audio file is kept and the customer's voice is never retained. Financial details, identifiers and sensitive personal information are filtered out, not stored.
Reps wear a Plaud NotePin S, a small wearable. Conversations are analyzed through the Plaud Embedded SDK, so there's no phone for the rep to manage mid-sale.
Tone, pace and interruptions are some of the most useful coaching signals, and a plain transcript misses them. FrontlineIQ reads those signals from the rep's side of the conversation, so coaching reflects how something was said as well as what was said.
A recap of their conversations: what was purchased, the follow-ups they promised and the products they discussed. Their manager coaches from the same recap.
No. Role-play is where reps practice a skill. Real conversations show whether that skill is showing up on the floor. FrontlineIQ connects the two, so the next practice session targets what actually happened.
FrontlineIQ is an AI sales coach for teams that sell in person. It turns everyday customer conversations into structured goals, coaching priorities and measurable revenue growth across auto, finance, home, retail and telecom.
Book a demo to see real conversations and AI coaching working together on your floor.
