Contact center AI solutions
As customer expectations rise, contact centers need to deliver better experiences—without increasing costs or burning out agents. Dialpad’s contact center AI is built natively into the platform and can:
Transcribe calls in real-time
Analyze sentiment of conversations while they're happening
Coach agents live with AI-powered guidance and insights
And more
Book a walkthrough of Dialpad’s AI-native contact center solution:
AI Agents to automate routine contact center interactions
Dialpad’s AI Agents autonomously resolve first-tier and after-hours inquiries for voice calls and digital interactions—handling tasks such as appointment scheduling, order tracking and updates, follow-ups and confirmations, refunds or account management, and even personalized recommendations—without human agent intervention.
Complex or sensitive issues are intelligently routed to the right human agent with full context, reducing operational load and enabling teams to focus on high-value, customer-critical conversations.
Real-time call transcriptions for faster coaching
Dialpad AI delivers live call transcriptions, giving supervisors instant visibility into active conversations so they can coach in the moment and prevent escalations. Automated post-call summaries with clear action items reduce manual work, speed up follow-ups, and drive consistency across your AI contact center operations.
💡 Fun fact:
Dialpad AI can even automatically tell the agent if they are speaking too quickly or using too many filler words.
Track keywords to uncover trends across customer conversations
In an AI-powered contact center, visibility into recurring themes is essential. Dialpad surfaces trending keywords and phrases across conversations, helping teams quickly identify emerging issues, product feedback, and common customer concerns. With these insights built directly into your contact center AI solution, leaders can refine workflows, update resources, and resolve systemic problems faster.
Protect customer relationships with real-time sentiment analysis
In an AI contact center, every conversation is a chance to strengthen—or damage—a customer relationship. Dialpad AI analyzes sentiment in real time, giving supervisors live visibility into which calls may be at risk of escalation. With the ability to intervene at the right moment, managers can support agents proactively, resolve issues faster, and protect customer satisfaction before problems intensify.
Increase QA efficiency with automated scorecards
In an AI contact center, quality assurance shouldn’t rely on limited manual sampling. Dialpad’s AI Scorecards automatically evaluate calls against predefined criteria, expanding QA coverage while improving scoring consistency across teams. By surfacing coaching opportunities and compliance risks in real time, supervisors can deliver more reliable feedback and drive continuous performance improvement at scale.
[AI Live Coach 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
Measure customer satisfaction without surveys
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.
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
Bring contact center AI software into the tools you already use
Dialpad’s contact center AI software integrates natively with platforms like Salesforce, Zendesk, ServiceNow, Microsoft 365, and Google Workspace—embedding AI-powered assistance directly into the systems your teams already rely on. Calls, activities, and transcripts are logged automatically, while real-time guidance surfaces inside your CRM, eliminating tool switching and enabling faster, more informed responses in your AI contact center.
Thinking of implementing contact center AI?
Book a demo to see how Dialpad Support's features can provide real-time insights and assistance for both agents and supervisors.
How Dialpad’s contact center AI compares to other platforms
Not all contact center AI platforms are built the same. Dialpad Support for contact centers is designed as an AI-first, cloud-native solution, powered by our proprietary DialpadGPT, so real-time transcription, automation, and omnichannel capabilities are built directly into the core platform, not layered on through third-party integrations.
The result is faster time-to-value, stronger data consistency, and lower total cost of ownership compared to legacy contact center providers.
Dialpad Support vs. other contact center 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.
Browse the Dialpad product portfolio
Dialpad AI Agents
Deploy autonomous voice and digital agents that take action, trigger automated workflows, and easily scale support organizations
Dialpad Support
Transform customer experience with AI that expedites agent onboarding, simplifies coaching, and boosts CSAT.
Dialpad Sell
Close deals faster with AI-driven outreach, automated playbooks, and real-time in-call sales coaching.
Dialpad Connect
Streamline conversations with an AI-native platform that automates note-taking and delivers real-time insights.
Ready for an AI contact center solution?
See how AI can help you provide an exceptional customer experience, train agents at scale, and more. Book a demo to see it in action.