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Dialpad Further Pushes AI Development


Consumers change their demands nonstop and they expect organizations to adapt and know their needs in real time. This makes it imperative for organizations to equip their contact centers with AI to help meet those consumers’ needs.

AI-powered customer intelligence platform Dialpad is recognized for developing and releasing a real-time speech recognition engine for enterprise conversations.

Dialpad enables the deployment of new contact centers worldwide and allows organizations to manage agents within a single workspace where teams talk, message, meet and support customers. Dialpad’s AI Contact Center helps solve customer requests up to 23% faster with built-in tools like sentiment analysis and live agent coaching, according to Dialpad.

The company is extending its AI capabilities by delivering real-time assist, virtual agents and AI CSAT. For those not familiar with AI CSAT, the product automatically infers customer satisfaction from any digital or voice conversation, removing the need for additional software or post-call surveys.

To continue to build on the R&D that goes into AI technologies, Dialpad is investing $50 million. With the investment, the development of features to automate business processes and provide predictive insights is accelerated.

“Over the next five years, Dialpad is committed to the scientific research required to move the benefits of AI to the next level,” said Craig Walker, CEO and founder of Dialpad. “Dialpad’s intuitive AI insights will simplify how work is done by enabling the end-users to become more informed decision-makers and better understand customers’ unique needs.”

The investment in R&D and the creation of Dialpad AI Labs comes on the heels of Dialpad’s announcement of its AI-Powered Customer Intelligence Platform. Dialpad’s Ai-Powered Customer Intelligence Platform harnesses more than 3.34 billion minutes of real-time AI data.

This shows the platform’s commitment to integrating AI across all channels including AI contact center, AI sales, AI voice, AI meetings and AI messaging.

Edited by Alex Passett
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