Dialpad has announced a raft of generative AI features for its central platform intended to increase agent productivity and reduce inefficiencies.
Amid reporting the company had surpassed $200 million in annual recurring revenue, Dialpad also revealed that their central AI-powered customer intelligence platform will be updated over the next year with multiple generative AI-powered features, including meeting recaps, real-time guidance, improved customer interaction analysis and an AI-leveraged "Coaching Hub".
Craig Walker, CEO and Founder of Dialpad, said:
"AI harbours the potential to transform industries beyond our imagination. Its power to elevate business communication enables sales, recruiters, and support agents to excel. However, merely activating Ai won't ensure success. Those with a siloed Ai approach won't maximize ROI, and relying on third-party APIs limits innovation."
Dialpad's AI Features Intend to Enable Improved Agent Performance
Dialpad's AI Recap feature integrates the latest generative AI algorithms with Dialpad's proprietary natural language processing (NLP) models to produce meeting summaries while defining the outcome, purpose and action items resulting from the meeting. This feature is now enabled in Dialpad's platform if AI is enabled.
AI Scorecards intends to improve agent performance by providing AI instructions and support, removing human bias while providing real-time feedback and identifying coaching opportunities.
Dialpad's Coaching Hub feature leverages AI to discover which agents require help the most and in which skills. Rather than relying on transcriptions and post-call recordings, the Coaching Hub targets better efficiency by providing real-time feedback.
Lastly, AI Playbooks will offer agents guidance tracking in real-time for predetermined questions and sales processes, to ensure consistent processes across the business and provide agents with reminders of the next steps during the call. AI Playbooks also aggregates reporting and metrics to determine what can be improved upon in the future.
These features will encompass the AI Contact Centre, AI Sales, AI Voice, and AI Meetings with AI Messaging solutions within Dialpad's platform.
