Dialpad has introduced new AI-powered tools aimed at helping reduce workload for contact center supervisors, managers, and agents.
The first, Dialpad Ai Agent Assist, enables process and compliance automation while bringing contact center tools into one dashboard. The company says this can help reduce average handling time by up to 66 percent.
Dialpad Ai Agent Assist can also feed knowledge from legacy knowledge systems, reducing the knowledge management time by over 60 percent, said the company.
The second new tool is Dialpad Ai QA Scorecards, which helps agents stay on track during calls, ensure compliance, and guide supervisors through the quality assurance process.
Dialpad said it will also soon update its QA Scorecards by automatically flagging particular behaviors and pre-filling scorecards to enhance call reviews.
“Dialpad’s AI is a game changer for the contact center because it drives customer satisfaction, prevents customer attrition, and turns the contact center into a profit center,” said Dan O’Connell, Chief Strategy Officer at Dialpad.
The product launches are aimed squarely at businesses looking to cut costs while maximizing efficiency, as contact centers struggle to retain staff and costs spiral due to inflation.
Yet, maximizing efficiency is no easy goal, as Dialpad also report that 26 percent of cases handled by contact centers require five or more interactions, which adds onto resolution costs.
As such, Keith Dawson, Vice President and Research Director at Ventana Research, sees such AI innovations as a game changer. He added:
AI-based guidance is a breakthrough technology for contact centers, bringing immediate, relevant assistance to agents in any situation.“It relieves the pressure on over-burdened agents while improving the customer’s experience.
This news comes on the heels of the launch of Dialpad Ai CSAT, a predictive engine for customer satisfaction that extracts customer satisfaction scores from calls instead of having to wait for post-call surveys.
