Dialpad has unveiled its agentic AI vision, centering on pre-emptive customer service.
Don’t worry. AI can’t see the future, not yet anyway.
Instead, Dialpad’s vision is to bolster its contact center platform by leveraging AI agents to proactively identify and resolve customer issues before they notice something has gone wrong.
In practical terms, this involves connecting with enterprise systems, assessing and tracing signals within these systems that could impact the customer, and creating workflows that address the issues before the customer even becomes aware of them.
These workflows act as a framework for AI agents, allowing them to autonomously isolate the issue, act, and then communicate what happened after the fact.
Dialpad plans to release an “Agentic Ai Platform” in the fall of 2025 to bring these capabilities to its customers.
In discussing the news, Craig Walker, Founder and CEO of Dialpad, explained how the latest iteration of the company’s platform was a testament to its commitment to pursuing AI innovation.
“Our platform’s unique ability to coach agents in real time is just the beginning, and we will always keep pushing the boundaries further,” he said.
We’re laser-focused on revolutionizing customer interactions, with systems that adapt in real time and complete complex tasks.
“This is about transforming customer experience and empowering businesses to serve their customers in an entirely new way.”
Dialpad’s Agentic AI Vision in Practice
As with many tech announcements in the customer service and experience space, it can often be difficult to cut through the jargon and fully understand what is being presented.
In the case of Dialpad’s vision, it can help to contextualize it by placing it in a specific customer service scenario, such as the travel industry.
For example, perhaps a customer is going to miss a connecting flight due to a delay on the first.
A pre-emptive airline could anticipate this, rebook the customer on the next-best flight, and communicate the change, completely eliminating the need for a service agent to get involved.
The communication could allow customers to select alternative flights, cancel digitally, or escalate the problem.
AI agents make such a pre-emptive customer service flow possible by taking in data, reasoning, and automating the rescheduling process.
With such use cases, contact centers can better mitigate issues, alleviate stress, and lower customer effort.
Pre-Emptive Customer Service Features
While the platform is not slated to be available until the fall of 2025, Dialpad did reveal that it will feature an agent management toolkit that streamlines operations and speeds up agent deployments, reducing implementation time by up to 75 percent compared to “standard timelines”.
In addition, the vendor confirmed that the tool will allow users to create fully autonomous applications, with the following examples outlined:
Order Tracking
AI agents can verify customer identities, access order details, and deliver real-time shipping updates with tracking and delivery estimates.
Appointment Management
Customers can reschedule appointments effortlessly as AI agents handle identification, display available slots, and update calendars automatically.
Recruitment Screening
AI agents are able to conduct initial candidate interviews, gather qualifications, update HR systems, and schedule follow-ups with shortlisted applicants.
What’s New at Dialpad
Away from the company’s new agentic AI vision, Dialpad also announced the current availability of four new features for its contact center platform:
- AI Live Coach provides real-time, proactive support for agents during every call, pulling relevant information from the full company knowledge base.
- Expanded CRM Integrations – including Salesforce, Hubspot, Freshdesk, and Microsoft Teams – give agents more customer data to enhance support.
- AI-generated CSAT Scores are delivered post-call, along with actionable insights to help improve future customer experiences.
- Automated CRM Syncing ensures call summaries, action items, transcripts, and dispositions are uploaded to platforms like Salesforce within minutes.
Moreover, the vendor unveiled a brand refresh with a new logo, updated colors, and a redesigned app interface for a more modern look.
In the official release, Dialpad stated that “the app refresh isn’t merely aesthetic – it incorporates substantial ease of use enhancements that directly address feedback from our customers.
This new visual identity reflects Dialpad’s approach to delivering seamless and approachable AI solutions for modern businesses.
Dialpad relaunched its CCaaS offering in 2024 as Dialpad Support.
The move signalled the enterprise communications stalwart’s drive to empower contact centers with “practical AI” solutions.
