Dialpad and Zendesk: The Latest CX Vendors to Launch Generative AI Solutions

Their innovations will bring generative AI to WFO, reporting, and knowledge management

Dialpad and Zendesk: The Latest CX Vendors to Launch Generative AI Solutions
WFOLatest News

Published: April 18, 2023

Charlie Mitchell

Dialpad and Zendesk have become the latest prominent CX tech providers to launch GPT-powered innovations, with the promise of more to come.

The move is a significant shift for Dialpad, which has so far kept the development of its AI portfolio in-house, avoiding third-party partnerships.

However, it is now promising to leverage the power of large language models (LLMs) to release 12 generative AI features in the next 12 months for its Ai-Powered Customer Intelligence Platform.

Again, this potentially highlights the disruptive potential CX vendors see in generative AI.

Indeed, Dialpad promises to deliver “industry-first capabilities” by combining its original AI models with LLMs and its proprietary datasets.

Undoubtedly, its team is hard at work building those. Yet, in terms of its first four generative AI features, they are similar to those put forward by rival vendors.

First is an auto-summarization tool known as “Ai Recap.” The solution generates intent, outcome, and action items across all voice conversations on its platform.

The solution is similar to those put forward by several of its rivals – including NICE, Talkdesk, and Five9 – in recent months.

Yet, Dialpad is also releasing additional generative-AI-enabled WFO capabilities.

One is called “AI Scorecards”, which monitors every customer conversation and scores the agent’s performance. QA specialist EvaluAgent unveiled a similar solution earlier this month.

However, its new “Coaching Hub” solution is more original, providing a real-time platform that delivers real-time performance insights to agents.

Before, Dialpad would parse post-call recordings and transcriptions to generate this intelligence, delaying the feedback and analysis. Now, it is much more timely.

While some vendors do this without generative AI, they are still few and far between. Dialpad has harnessed the power of LLMs to catch up with industry leaders in this regard.

The fourth and final feature is “Ai Playbooks.” The solution offers real-time guidance to agents when a customer asks a particular question, or they kickstart a predetermined sales process.

In addition, it provides post-conversation reporting to suggest how agents can secure better outcomes in the future.

While these features are perhaps not yet trailblazing, the release of these capabilities – and the promise of more to come quickly – is testament to Dialpad’s in-house AI expertise.

Adding to this sentiment, Craig Walker, CEO and Founder at Dialpad, stated:

Dialpad is the only comprehensive platform with native, proprietary Ai across all channels, providing businesses worldwide with unmatched intelligence.

Each of the four capabilities unveiled will aid Dialpad as it strives to push innovation within its “comprehensive platform” further.

Ai Recaps is generally available now. Ai Scorecards will become so in May, the Coaching Hub in June, and Ai Playbooks in July.

Meanwhile, at Zendesk…

Zendesk has launched three new generative-AI-driven solutions, which stem from its collaboration with OpenAI, the creator of ChatGPT.

To do so, the leading helpdesk provider has created foundational models that leverage decades of CX data and industry-specific insights it has collected.

The vendor has paired these with OpenAI’s LLMs to create solutions “efficiently resolve customer service cases.”

First up is a tool similar to Dialpad’s Ai Recap solution. Indeed, the “Content Summarization” tool auto-generates a summary of agent tickets, helping decrease post-call processing time.

Next is a “knowledge base and macros creation” feature. Similar to a solution that CRM-rival Salesforce recently teased, this evaluates tickets, spots gaps in the knowledge base, and auto-creates articles for review.

Finally, Zendesk released an “expanding agent supplies” solution. This allows agents to type the crux of a response. The tool then fleshes that out, crafting a message the rep can review, tweak, and send.

Such a solution may prove ideal for contact centers struggling to control agents trying to do this directly in ChatGPT and risking sensitive information – as Gartner recently cautioned against.

Moreover, Zendesk’s foundational models will increase accuracy rates and add context to responses.

Commenting on the release of these three solutions, Cristina Fonseca, Head of Al at Zendesk, said:

Our work with cutting-edge partners like OpenAl, helps us leverage the newest technology available to accelerate businesses’ ability to unlock the value of their customer interactions

Expect many similar declarations from CX vendors in the coming month as more attempt to explore the new possibilities that generative AI opens up.

Uncover more of the examples already released by reading our article: 7 Generative AI Uses Cases for Contact Centers



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