Dialpad

What Dialpad does

Dialpad is the leading AI-powered communications intelligence platform that provides human-first, AI-enhanced solutions to transform how businesses communicate with and serve their customers. It offers a full customer experience stack in one platform, including contact center, outbound sales, and all-in-one communications, all powered by real-time AI tools. The platform is built for scale with always-on AI Agents that can execute complex workflows autonomously across various channels. Dialpad emphasizes trust, reliability, and world-class communication tools, bringing calling, messaging, meetings, and support together in one AI-powered platform. It is designed for enterprise-grade security, global compliance, and rapid deployment, with a focus on protecting data and privacy.

Products

• Dialpad AI AgentAutonomous AI agents that understand customer goals, make decisions, and take action across voice and digital channels. They scale coverage one conversation at a time, offer seamless handoffs between AI and humans, and provide conversational AI analytics.
• Dialpad SupportCloud-based support and contact center solution with AI that expedites onboarding, simplifies coaching, and delights customers. It includes features like AI Live Coach and AI CSAT.
• Dialpad SellCloud-based sales outreach solution with AI that automates playbooks, provides in-call coaching, and helps sales teams win deals faster.
• Dialpad ConnectAn all-in-one customer communication platform with AI that takes notes, delivers insights, and helps teams stay productive.
• AI CSATPredicts customer satisfaction with real-time insights and predictive CSAT scores on every customer interaction, automatically collecting scores and providing insights without setup. It can be combined with SMS surveys for accuracy.
• AI Live CoachReal-time agent coaching for contact centers that works during conversations to guide agents, improve coaching workflows, and support agents with relevant guidance in the moment. It helps with agent onboarding and connects to quality management.
• AI PlaybooksCustomizable, automated, and standardized guides for sales training to improve consistency, level the playing field, and monitor playbook adherence. It uses Real-Time Assist Cards for triggered pop-ups with speaking points.
• AI RecapsAutomatic, AI-curated summaries of calls, meetings, and customer interactions, delivered directly to the Dialpad Inbox. Powered by DialpadGPT, they provide concise summaries and recommended action items.
• AI ScorecardsAutomatically grade every conversation against pre-determined quality metrics.
• AI Call PurposeMonitors contact center conversations, identifies caller intent, and allows intervention based on specific keywords.
• PII RedactionAutomatically identifies and protects sensitive information in call transcripts, such as credit card or social security numbers, using machine learning algorithms.
• DialpadGPTProprietary, real-time generative AI that provides immediate access to transformative, business-building tools.

Key capabilities

• Real-time AI tools
• Always-on AI Agents
• Instant, autonomous resolution
• Unlimited scale across voice, chat, SMS, email
• Enterprise-grade trust and security
• Dual-cloud architecture for uptime
• Role-based controls
• Custom retention policies
• Real-time PII redaction
• AI-enabled conversations
• AI Recaps
• AI CSAT scores
• 24/7 Support
• Robust Disaster Recovery
• 100% Uptime SLA
• Real-time transcription
• Smart summaries
• Guided responses
• Automated workflows
• Conversational AI analytics
• Seamless handoffs between AI and humans
• Ecosystem of connectors
• Predictive CSAT scores
• SMS surveys
• Real-time reporting for CSAT
• Agent performance reports
• AI Live Coach Cards
• Real-time AI coaching
• Agent onboarding workflows
• QA scoring and automated quality management
• Performance management insights
• Instant knowledge resource connection
• AI-powered answers on demand
• Customizable AI Playbooks
• Real-Time Assist Cards
• AI Coaching Hub with leaderboard
• Automated call summaries
• Recommended next steps
• Live speech-to-text technology
• Proprietary generative AI (DialpadGPT)
• Enterprise-level encryption (TLS, AES 256-bit)
• Single sign-on (SAML, SCIM)
• WebRTC technology and Secure Real-Time Transport Protocol (SRTP)
• Configurable call recording settings
• Data retention and management controls

Use cases

• Customer service
• Outbound sales
• All-in-one communications
• Autonomous resolution of customer inquiries (refunds, re-bookings, appointments, order processing)
• Scaling customer support across multiple channels
• Improving customer satisfaction (CSAT)
• Expediting agent onboarding
• Simplifying agent coaching
• Automating sales playbooks
• Real-time in-call sales coaching
• Automating note-taking in conversations
• Delivering real-time insights from conversations
• Monitoring contact center performance
• Identifying coaching opportunities for agents
• Improving agent productivity
• Ensuring data privacy and compliance
• Streamlining business communications
• Managing customer interactions across various touchpoints
• Analyzing conversation dynamics
• Identifying bottlenecks in queues
• Automating call summaries and action items
• Deflecting simple calls to AI agents
• Optimizing quality assurance
• Identifying caller intent
• Protecting personally identifiable information (PII)
• Supporting remote and distributed workforces

AI approach

Dialpad is an AI-native communications intelligence platform that uses proprietary AI models, including DialpadGPT, to power its products. It focuses on Agentic AI for customer service, sales, and communication, providing real-time insights, automation, and coaching. The AI handles tasks like scheduling, order processing, refunds, transcription, summarization, sentiment analysis (CSAT), PII redaction, and agent assistance. The approach is described as "Human + AI," where AI assists and agents lead.

Tech named: Agentic AI, DialpadGPT, real-time generative AI, deep learning models, machine learning algorithms, automated speech recognition software, real-time large language model

What it says sets it apart

• First in AI, best in Agentic AI
• Full customer experience stack in one platform
• AI-native communications platform
• Always-on AI Agents for autonomous workflow execution
• Enterprise-grade trust, security, and compliance (HIPAA, SOC 2, GDPR, ISO 27001, ISO 27017, ISO 27018, CSA STAR)
• Dual-cloud architecture for high uptime and resilience
• Human + AI approach, keeping people in control with AI assistance
• Proprietary generative AI (DialpadGPT) for concise summaries and insights
• Real-time AI coaching (AI Live Coach) during conversations, not just post-call
• Predictive AI CSAT with 87% accuracy and 100% coverage
• Ecosystem of connectors for seamless integration with existing tools
• Conversation-based pricing for AI Agent credits, only charging when AI delivers value
• Rapid deployment and flexibility for IT
• Strong focus on data privacy with PII redaction and customizable retention policies
• Experienced leadership team with backgrounds from Google, Yahoo!, Zoom, Salesforce, Genesys, Cisco, IBM