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A call about a delayed shipment.
A chat to reschedule an appointment.
A billing question.
A cancellation request.
Individually, they’re isolated moments.
Together, they reveal patterns – friction points, opportunities, and pathways to resolution.
The challenge for most enterprises isn’t generating interactions. It’s seeing them as a whole.
AI pilots often live in isolation. One bot automates one workflow. A script answers one question. A dashboard measures one channel. But the broader picture – how conversations translate into resolution, efficiency, and business impact – remain fragmented.
Enterprises don’t lack AI ambition. They lack continuity.
A unified view of the customer journey
Transformation doesn’t happen at the workflow level. It happens when interactions are understood in context.
That requires:
A unified communications platform
AI and human interactions on the same foundation
Shared analytics across voice and digital
Visibility into outcomes — not just activity
Dialpad brings network, contact center, and agentic AI together on a single platform. The result is zero-loss context, unified analytics, and a holistic view of the customer journey from first interaction to final resolution.
When every interaction lives on the same system, insight compounds.
Turning conversation data into direction
Before deploying AI at scale, organizations need clarity on where it will matter most.
With Skill Mining, Dialpad analyzes historical conversations to pinpoint friction and identify high-value automation opportunities. Instead of relying on assumptions, enterprises can ground AI strategy in real interaction data.
Patterns become priorities.
Priorities become action.
Design AI that completes the work
With Agent Studio, teams can build AI agents visually — without code — across voice and digital channels. Enterprise data, connectors, and custom actions align AI behavior with existing workflows and compliance requirements.
These agents move beyond simple responses. They:
Authenticate customers
Look up orders or account details
Schedule appointments
Update systems of record
Trigger workflows across CRM and service platforms
Resolution becomes proactive, not reactive.
Measuring what matters – before and after launch
AI initiatives stall when outcomes aren’t clear.
Skill Mining allows you to discover the oppportunities to get started with Agentic. Compass helps you design AI Agents that really work. With Proving Ground, Dialpad delivers assurance that the outcomes you're designing for will really materialize live in production. With Proving Ground, enterprises can validate and optimize agent performance before deployment. AI conversation data connects directly to core contact center metrics like:
Resolution rate
Average handle time
Customer satisfaction
This closed-loop approach connects operational activity to business results — reducing failed pilots and enabling confident expansion. AI moves from experiment to accountable performance.
"The real value for customers right now is moving beyond retrospective analytics to understanding the specific impact and resolution rates ahead of time. This empowers the critical decision-making that delivers real business value,” said Hayley Sutherland, Research Manager, Conversational AI at IDC. “By showing them the quantifiable ROI before deployment, you help them reduce failed AI pilots and maximize ideal business outcomes that are linked strongly to strategic -- yet data-based -- decisions."
AI and humans, seamlessly connected
Some moments require human empathy and judgment.
Dialpad’s Agentic AI is hybrid by design. AI resolves what it can, then hands off seamlessly — with full context — when a human is needed.
On handoff, human agents receive structured insight including:
Reason for contact
Authentication status
Skills triggered
Troubleshooting steps attempted
Sentiment analysis
Desired outcome
There’s no restarting the conversation. No repetition. Just continuity.
Governance built in
Scaling AI responsibly requires more than performance metrics.
With Guardian, Dialpad embeds real-time AI safety and oversight into the agent lifecycle. Interactions are continuously monitored to reduce data exposure risk and prevent misuse.
Combined with enterprise-grade security — including data isolation, PII redaction, and compliance with SOC 2, HIPAA, and GDPR — organizations can scale with confidence.
Governance isn’t an add-on. It’s integral.
Proven at scale
These advancements build on a foundation of Dialpad AI already operating at scale:
97% of Dialpad contact center customers leverage Dialpad AI
775M+ AI Recaps generated
450M+ AI CSAT scores delivered
Our AI architecture combines proprietary speech, intent, and task models built for speed, accuracy, and continuous learning.
And customers are seeing measurable results.
The bigger picture
This launch takes the next step towards Dialpad’s vision: becoming the system of engagement for Enterprise Agentic AI.
From discovery to design, from validation to governance, from AI resolution to human escalation — every stage lives on one unified platform.
When conversations, automation, analytics, and oversight operate together, enterprises gain something powerful:
A complete view of the customer journey — and the ability to continuously improve it.
That’s how isolated interactions become strategic advantage.