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REAL-TIME INSIGHTS AND ASSISTANCE

Contact center Ai

With consumers expecting more from companies than ever before, contact centers 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

  • Analyze sentiment of conversations in real time

  • And more...

Book a walkthrough of Dialpad’s contact center Ai with our team!

Screenshot of Dialpads real time assist card feature popping up helpful notes for an agent or rep when a tricky question comes up on a call

What is contact center Ai?

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 center Ai (or CCAI) is the specific application of this technology for use in—you guessed it—contact centers. Generally, contact center Ai used to automate repetitive tasks and empower agents to deliver a better customer experience more efficiently.

Dialpad Ai, for example, is built using Natural Language Processing (NLP), so it can process incoming conversation data to not only accurately capture the words but also determine the sentiment behind them. It does this in real time, and transcribes it into a text format that you can read instantly. That means call center supervisors can keep an eye on active calls and jump in to help if needed.

Benefits of contact center Ai

Contact center Ai is transforming how businesses interact with customers, streamline workflows, and optimize performance. In particular, there are three main benefits that almost all Ai tools offer:

1. Improved customer experience

Ai-powered tools such as chatbots, virtual assistants, and sentiment analysis enable faster, more personalized responses without overburdening agents. These tools can often resolve customer issues instantly, enhancing satisfaction by providing 24/7 support and reducing wait times.

2. Increased agent efficiency

Because Ai can handle routine tasks (like data entry and basic inquiries), agents can focus on more complex issues. Ai can also help agents directly on calls through features like real-time coaching assistance, which helps them answer customer questions more effectively, leading to better service delivery.

3. Actionable insights for performance optimization

Ai-powered conversation analytics provide valuable data on customer interactions and agent performance. Typically, this data helps supervisors identify trends, monitor KPIs, and continuously improve operations using objective, data-driven insights.

Contact center Ai solutions and use cases

Dialpad Ai is designed to streamline contact center 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 center.

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 afterward 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.

Screenshot of Dialpad Ai transcribing a phone call in real time
💡 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.

Custom moments

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.

Learn more
Screenshot of Dialpad Ai analyzing the sentiment of multiple calls in real time

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.

Screenshot of creating a Dialpad Ai Scorecard in Dialpad’s online dashboard

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.

Screenshot of Real-time Assist (RTA) cards in Dialpad, created by admins to automatically guide contact center agents during calls

[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.

Screenshot of Dialpad Ai inferring CSAT scores automatically from customer conversations

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 behavior was met, and check the task off the list (or notify managers if this isn't being done).

Screenshot of Dialpad Ai suggesting BANT sales playbook tasks for a rep in real time

Integrations with your favorite 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, and even bring Ai features like Real-Time Assists right into your Salesforce screen.

インテグレーションを見る
Screenshot of Dialpad's Google Calendar integration automatically populating a meeting invite with the link to join the meeting

Thinking of implementing contact center Ai?

Book a demo to see how Dialpad Support and Dialpad Sell'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 center platforms
  • Dialpad Logo
  • Others
  • 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 center solution?

We’re only barely scratching the surface when it comes to the power of Ai solutions to help contact center 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!

FAQs about Ai in contact center