REAL-TIME INSIGHTS AND ASSISTANCE
Contact centre AI
With consumers expecting more from companies than ever before, contact centres are being challenged to provide an ever-improving customer experience—while balancing costs and agent happiness. Dialpad's AI-powered customer engagement platform can:
Transcribe calls as they're happening
Analyse sentiment of conversations in real time
And more...
Book a walkthrough of Dialpad’s contact centre AI with our team!
What is contact centre AI?
AI, or artificial intelligence, is a technology that enables machines and computers to perform tasks usually carried out by humans. Machine learning and natural language processing (which you’ll often hear when people talk about AI) are branches, or applications of AI.
Contact centre AI (or CCAI) is the specific application of this technology for use in—you guessed it—contact centres. Generally, CCAI used to automate repetitive tasks and empower agents to deliver a better customer experience more efficiently.
Contact centre AI solutions for your business
Dialpad Ai is designed to streamline contact centre operations, enabling businesses to automate routine tasks, enhance agent productivity, and ultimately deliver exceptional customer experiences. In the sections that follow, we’ll explore a variety of innovative Dialpad Ai features that can transform your contact centre.
Live transcriptions
Dialpad Ai can transcribe calls—in real time. (And it can do it more accurately than almost all competitors out there.) Not only that, it also delivers a call summary afterwards with action items to the agent on the call. And thanks to machine learning, the more you use Dialpad Ai, the more accurate it gets.
💡 Fun fact:
Dialpad Ai can even automatically tell the agent if they are speaking too quickly or using too many filler words.
Keyword tracking
If you want to track the keywords that come up in conversations, you can create “Custom Moments” that tell Dialpad Ai to highlight every time a certain word or phrase is mentioned. You could use this to inform your FAQs, or identify a high volume of complaints about a particular product.
Sentiment analysis
What if a supervisor could see customer satisfaction levels for every call their agents are on—in real time? Dialpad Ai can identify whether a call is going positively or poorly and show managers the sentiment of all active calls so they can spot problems quickly and jump in to help agents—before things go south.
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 QA Scorecard criteria have been met and highlights coaching opportunities.
Real-time coaching (at scale)
Managers can’t listen to every call (and agents probably wouldn’t want them hovering constantly). Dialpad’s Ai Assistant feature automatically searches all connected knowledge sources (even unstructured sources like PDFs and past customer calls) to provide help information to agents live as tricky questions come up.
[RTA cards] really helped us build out the way we train CSRs, [as it] pulls up guidance for them right away as opposed to making them reach out to someone else.
Jude Tungul
Business Operations and Intelligence Manager at Westward360
Ai CSAT
Not getting enough responses on your CSAT surveys? Dialpad's industry-first Ai CSAT feature can infer customer satisfaction from conversations—without customers having to fill out any surveys! Not only does this give you a more holistic understanding of your true CSAT scores, it also gives you a much larger sample size of feedback to use in agent training.
Live guidance for sellers on calls
With Dialpad's Ai Playbooks, coaches and supervisors can track rep adherence to sales methodologies like BANT, SPICED, and SPIN more easily. Dialpad Ai can automatically suggest questions and phrases that they need to say during a call (for example, asking about budget or purchase timelines), understand whether the behaviour was met, and check the task off the list (or notify managers if this isn't being done).
Integrations with your favourite tools
Whether you use ServiceNow, Zendesk, Microsoft 365, or Google Workspace, Dialpad has a wide range of integrations with most popular business tools. These integrations can automatically log calls and activities, allow you to make phone calls from right inside your CRM, and help create a better omnichannel experience.
Thinking of implementing contact centre AI?
Book a demo to see how Dialpad Support's features can provide real-time insights and assistance for both agents and supervisors. Or, take a self-guided interactive tour of the app on your own!
Dialpad Support vs. other contact centre platforms
Proprietary Ai
- Leverages its own cutting-edge Large Language Model (DialpadGPT) to deliver highly accurate, real-time transcription
- Typically rely on third-party integrations or external LLMS to provide Ai features
🌟 Native Ai capabilities
- Ai features like real-time transcription, omnichannel, and self-service chatbot functionality are built right into the platform
- Ai features are typically provided through third-party providers, which can lead to inconsistencies and challenges with data accuracy, security risks, and higher costs
⏰ Time-to-Value (TTV)
- Setting up a new contact center and Ai features takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration
- Setting up new users can take days or weeks, requiring significant professional services involvement
💰 Total Cost of Ownership (TCO)
- Transparent pricing includes access to Ai-powered features, including real-time transcription, coaching, and omnichannel capabilities
- May entice customers with a low initial price point that doesn’t include many needed features.
I love Ai CSAT because people tend to respond to surveys if they're very happy or very mad. But if you're neutral, you don't respond. So the Ai-driven customer satisfaction score gives us that texture that we miss when it's customer-generated.
Brooks McClary
Senior Director of Sales Performance at BNI
Ready for an AI contact centre solution?
We’re only barely scratching the surface when it comes to the power of AI solutions to help contact centre supervisors and live agents do their work more efficiently—and more effectively. See how AI can help you provide an exceptional customer experience, train agents at scale, and more. Book a demo, or take a self-guided interactive tour of the app on your own!