AI communication platform features
Discover how AI features for cloud communications can boost productivity, enhance measurement, and improve customer satisfaction.
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Dialpad AI, our artificial intelligence technology, is built into our cloud communications platform. It’s designed to support employees with real-time coaching, automate quality management, surface competitive insights, and make after-call work more efficient.
Dialpad AI can provide real-time insights and secure, context-aware experiences, including self-service and agentic AI capabilities. Dialpad AI’s capabilities go beyond voice calls to support omnichannel customer support and contact center operations.
Natural Language Processing
Dialpad AI is built using NLP (Natural Language Processing) to analyze the conversations that you have with customers—in real-time. NLP then processes the incoming conversation data to accurately capture and transcribe it, word-for-word, into an easy-to-read format.
Machine learning
Built-in machine learning helps Dialpad AI improve over time. The more your organization uses Dialpad AI, the more it learns from your conversations—and the more accurate it gets when transcribing. With time, call center transcripts will increase in accuracy as Dialpad AI is able to process the more subtle nuances and unique vocabulary used by your business and industry.
Key AI features
Feature | Description |
AI Transcription | Real-time, high accuracy foundation for all interactions that provides searchable transcripts |
AI Real-Time Sentiment | Identifies the sentiment of the call in real time for easy monitoring |
AI Recaps | Generates automatic recaps and action items following each interaction |
AI Playbooks | Tracks talking points to ensure key points are covered |
AI Scorecards | Scores the quality of calls against predefined criteria |
AI CSAT | Predictive customer satisfaction scoring |
AI Coaching Hub | Provides a single pane of glass for supervisors to monitor interactions |
AI Live Coach | Real-time analysis of conversations providing feedback and coaching |
AI Live Coach Cards | Real-time assist cards pop onto the screen based on the context of the interaction |
Custom Moments | Utilizes AI to identify key moments and tracks them in real-time |
AI Voice Isolation | Ensures your microphone only picks up your voice, reducing background noise in calls and meetings |
DialpadGPT | Secure, proprietary LLM trained on billion of minutes of voice data, natively integrates into UCaaS and CCaaS use-cases |
Agentic AI
Dialpad’s AI Agents come equipped with the core skills businesses need to deliver seamless customer experiences. You can build, run, and optimize agents with no coding required. AI Agent skills include scheduling, resolving customer order status questions, providing answers to customers from your knowledge base, authenticating customers with two-factor identity verification, deliver personalized product and service recommendations, and more.
Agentic AI that doesn’t just assist—it acts
Dialpad’s agentic AI can handle real-time tasks like scheduling and order updates on its own—freeing your team to focus on complex conversations that need a human touch.
Dialpad AI in action:
Real-time voice transcription
Dialpad's built-in AI transcription feature can transcribe your conversations in real-time and show you a running transcript as the meeting is happening. And our conversation intelligence is even more accurate than almost all leading competitors.
AI voice analysis
Contact center supervisors can easily monitor multiple calls at once with the help of AI. Dialpad AI analyzes the sentiment of any current live voice call between agents and callers. Notice a call with negative sentiment? Just open up the transcript to get more context before jumping into the call.
Automated call summaries
When you wrap up a call, Dialpad's AI Recaps feature gathers your transcript, action items, highlights, and any manual notes into an easily digestible call summary, so you can quickly recap important discussion points and follow up with teammates or customers.
Speedier QA
Accelerate quality assurance (QA) reviews, reduce compliance risks, and improve agent adherence with Dialpad's AI Scorecards. Instead of supervisors having to review call recordings manually, Dialpad AI automatically suggests when scorecard criteria have been met and highlights coaching opportunities.
Real-time assists
Have customer support agents or sales reps who might need some on-call coaching? With Dialpad AI, you can create AI Live Coach Cards with tailored notes and set them to trigger automatically when certain keywords or phrases are spoken on calls. It's like coaching—at scale.
Easy on/off toggle
Want to turn off Dialpad AI for sensitive conversations that you don't want to record or transcribe? You can do that with a click right from your call screen.
Live guidance for sales teams
With Dialpad's AI Playbooks, coaches and supervisors can track rep adherence to sales methodologies like BANT, SPIN, and SPICED more easily. Automatically suggest questions and phrases that they need to say during a call (for example, asking about budget or purchase timelines), understand whether the behavior was met, and check the task off the list (or notify managers if this isn't being done).
See Dialpad's artificial intelligence functionality in action!
Book a demo to see how Dialpad AI can help you and your team get more out of the conversations you're already having every day.