Dialpad has today announced its strategic vision for agentic AI and new platform enhancements.
“Our platform’s unique ability to coach agents in real time is just the beginning, and we will always keep pushing the boundaries further,”
Craig Walker, Founder and CEO of Dialpad, said.
“We’re laser-focused on revolutionizing customer interactions, with systems that adapt in real time and complete complex tasks. This is about transforming customer experience and empowering businesses to serve their customers in an entirely new way.”
Dialpad’s Agentic AI platform ambitions aim to enable businesses to deliver what Gartner calls “pre-emptive customer service,” and its platform enhancements bring new AI and Teams integrations.
Dialpad’s Agentic Ambitions
Agentic AI has taken over as the new industry interest from generative AI.
Now, companies are trying to build and deploy agentic AI that works across their UC solutions.
Already, we have seen some elements of this with RingCentral’s AI Receptionist.
Yet what Dialpad is referring to in its vision is AI agents that work across the whole platform to fulfill various functions.
With the release of the Agentic Platform, it intends to give customers the ability to create fully autonomous applications.
Key Features at a Glance
Order Tracking: AI agents will automatically authenticate customers, access order systems, and provide real-time shipping updates with delivery estimates and tracking options.
Appointment Management: Customers can reschedule appointments through AI agents that identify them, show available time slots, and update scheduling systems automatically.
Recruitment Screening: AI agents will conduct initial candidate interviews, collect qualifications, store information in HR systems, and schedule promising applicants for human interviews.
The platform will also include an agent management toolkit aimed at improving efficiency and accelerating time-to-value for agent implementations by up to 75% compared to typical execution timelines.
Dialpad believes they are well positioned to usher in this Agentic Platform, having stated they remain the only contact center platform that can coach live agents in real time during each call using native AI.
It is these features built into its core platform that Dialpad says will soon be augmented with fully agentic AI.
Dialpad’s Agentic Platform is scheduled for release in Fall 2025, with early access for select customers.
New Platform Updates
Alongside the ambition announcement, Dialpad joined the update with some tangible feature releases that its customers will now be able to give their teams.
- AI Live Coach: Proactive, in-the-moment guidance for live agents during each and every conversation, including real-time information gathering from the company’s entire knowledge base.
- More customer data to support customer calls through additional and expanded integrations with Salesforce, HubSpot, Freshdesk, Microsoft Teams, and many more.
- An AI CSAT score after the call, along with insights and tips on how to improve the customer experience for next time.
Automatic syncing with Salesforce and other CRMs: Call summaries, action items, full transcripts, and call dispositions synced with your CRM within minutes of the conversation.
Dialpad has also enhanced its Microsoft Teams integration, offering strong contact center capabilities for Microsoft-centric enterprises.
Key enhancements include simplified setup through self-serve direct routing, two-way presence syncing for accurate status reflection, and an enhanced embedded experience within Teams.
This integration enables organizations to operate Dialpad’s AI-powered features directly within Microsoft Teams while maintaining full visibility and control.
Dialpad is working towards the Certified Contact Center Solution for Microsoft Teams this fall.
The platform has also expanded AI language support for eight languages, advanced security controls, compliance tools for data governance, and strategic integrations for workflow automation.
Dialpad’s AI Strengths
Dialpad’s strengths in AI come from an intense focus on the area.
Dialpad has developed its own AI system, DialpadGPT, that works across its suite of products.
Equally, it has specific LLMs working across its platform that allow for more industry-specific work to be enabled.
