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Dialpad, a leading AI-powered customer intelligence platform, has revealed its plans to integrate generative AI features into its central platform. The company, which recently surpassed $200 million in annual recurring revenue, aims to increase agent productivity and reduce inefficiencies with these updates. Over the next year, Dialpad will roll out a range of AI-powered tools, such as meeting recaps, real-time guidance, improved customer interaction analysis, and an AI-leveraged “Coaching Hub.”
AI’s Potential to Transform Business Communication
Craig Walker, CEO and Founder of Dialpad, emphasized the transformative potential of AI, especially in business communication. He said that AI could empower sales, recruiting, and support agents, but cautioned that merely activating AI wouldn’t guarantee success. According to Walker, businesses with a siloed AI approach will struggle to maximize ROI, and relying on third-party APIs could limit innovation.
Dialpad’s AI Features: Empowering Agents and Streamlining Processes
Dialpad’s new AI-powered features will help improve agent performance and optimize business processes. The AI Recap feature combines generative AI algorithms and Dialpad’s proprietary natural language processing (NLP) models to generate meeting summaries, outlining outcomes, purposes, and action items. This feature is now available in Dialpad’s platform if AI is enabled.
AI Scorecards will help enhance agent performance by offering AI-driven instructions and support. By removing human bias and providing real-time feedback, the scorecards will identify coaching opportunities and areas for improvement.
The Coaching Hub will use AI to determine which agents need the most help and in which specific skills. Rather than relying on transcriptions and post-call recordings, the Coaching Hub will boost efficiency with real-time feedback.
AI Playbooks will provide agents with real-time guidance on predetermined questions and sales processes. This will ensure consistency across the business while reminding agents of the next steps during calls. The AI Playbooks will also compile reporting and metrics to help identify areas for improvement.
These new features will be integrated into Dialpad’s AI Contact Centre, AI Sales, AI Voice, and AI Meetings with AI Messaging solutions.
Walker added, “Dialpad is the only comprehensive platform with native, proprietary AI across all channels, providing businesses worldwide with unmatched intelligence. Our unique, real-time AI model is at the heart of our solutions, allowing us to create industry-specific offerings with advanced responsiveness to better serve businesses at scale.”
The Growing AI Revolution in Communication Platforms
The integration of AI into UCaaS (Unified Communications as a Service) and CCaaS (Contact Centre as a Service) platforms is rapidly gaining momentum. Recent examples include Microsoft and Siemens’ AI-powered Teams-integrated app, Teamcenter, designed to enhance productivity and innovation in industrial businesses. Microsoft has also unveiled Copilot, an AI-driven productivity tool for Office 365 users, which CEO Natya Sadella described as “the most powerful productivity tool on the planet.”
Other recent AI-related announcements include RingCentral’s RingSense, a generative AI platform that turns conversation data into key insights, and Zoom’s launch of generative AI features in collaboration with ChatGPT creator OpenAI. Google has also announced a suite of generative writing AI features for Google Workspace, currently in the testing phase, which aims to help users draft, summarize, and reply to emails in Gmail, write and proofread in Docs, create backgrounds and notes in Meet, and enable workflows in Chat.
