Dialpad Showcases Its Latest Generative AI Innovation for Contact Centers

From auto-summarization and -categorization of customer conversations to auto-assisting agents in real-time, Dialpad offers several GenAI solutions

Dialpad Showcases Its Latest Generative AI Innovation for Contact Centers
Contact CentreNews Analysis

Published: October 9, 2023

Charlie Mitchell

During the recent Google Next event, Dialpad showcased its latest generative AI (GenAI) innovation for contact centers.

To the surprise of few observers, Dan O’Connell, Chief AI & Strategy Officer at Dialpad, started with an auto-summarization feature – which many rival CCaaS providers also offer.

Indeed, O’Connell highlighted how large language models (LLMs) could condense an entire customer conversation into four or five punchy sentences.

In doing so, he showcased how Dialpad has teamed up with Google Vertex to create such a solution.

Yet, he then said something more profound:

A lot of us are caught up in the idea of summarization. We forget the ability to leverage LLMs for categorization – and that is one of the biggest opportunities.

Already, Dialpad allows its customers to categorize each conversation by purpose and outcome. That enables contact centers to track their demand drivers and first contact resolution (FCR) rates more accurately.

Moreover, Dialpad also lifts action items to support agents in their post-interaction processing activities – as evident in the following screenshot.

Dialpad auto-summarization and categorization

These actions – alongside the auto-summarizations – streamline post-contact workflows, shaving seconds from every contact center conversation.

All this is available in Dialpad’s Ai Recap solution, which is “out of the box” – as per O’Connell.

Yet, this solution is one of several, Indeed, Dialpad has released a slew of such features since April, when it promised to release 12 GenAI features in 12 months for its Ai-Powered Customer Intelligence Platform.

Further GenAI Innovations from Dialpad

First, Dialpad has expanded its Auto-QA function with GenAI to automatically surface coaching and positive recognition opportunities from every customer conversation.

With this, quality analysts can spot repeated agent performance problems and recommend targeted coaching.

Similarly, they may also track positive performance trends. These allow supervisors to celebrate excellent customer conversations and refuel the agent’s desire to perform at their peak.

Next, there is a new GenAI feature in Dialpad’s Coaching Hub. This passes real-time coaching insights to agents, keeping them engaged and allowing supervisors to spot them doing good things.

Moreover, it may spotlight insights such as real-time customer sentiment. If this is particularly low, the supervisor may wish to “barge in”, relieve the agent, and rescue the conversation.

Finally, there is a new “Ai Playbooks” tool. The solution understands the customer’s intent and leads agents through a predetermined troubleshooting process – even auto-suggesting questions to ask in real-time, as the image below highlights.

A screenshot of Dialpad's Ai Playbooks tool

“Not only can we guide agents through the right questions, but we can capture the answers coming back from the customer and feed that information into the CRM,” added O’Connell.

In addition, the solution includes templates and post-contact reporting to highlight where the resolution process sometimes breaks down. That information will help contact centers secure better outcomes in the future.

Yet, these innovations are just the beginning for Dialpad.

Later this month, it will release DialpadGPT, a domain-specific LLM for customer service and sales. That LLM will likely power its next-generation of AI features.

With its 12 GenAI innovations in 12 months target still in progress, such innovations may align with those offered by other vendors at the forefront of CCaaS innovation.

Last week, we waded through several such vendors as part of our article: 20 Use Cases for Generative AI In Customer Service


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