The modern workplace encompasses hybrid and remote setups, meaning that speed and ease-of-use are critical factors for success. Professionals from diverse industries are constantly seeking real-time insights to stay ahead in their respective fields. AI is helping them meet this demand.
However, for businesses to fully benefit from AI (regardless of one's role or business function), the adoption of AI should be swift, straightforward and seamless. This ensures that every user can harness the power of AI to enhance their productivity, make informed decisions, and maintain their competitive edge. Still, that requires organizations to prioritize a user-centric approach and simplify the complexities associated with AI implementation.
Enter Dialpad, an AI-powered Customer Intelligence Platform that revolutionizes how businesses communicate and analyze customer interactions. Dialpad enables organizations to capture, analyze and gain valuable insights from customer conversations across various channels such as voice calls, video calls and chat interactions. Furthermore, Dialpad offers a user-friendly interface that ensures a frictionless experience for agents and managers.
Now, Dialpad looks to dabble in the main force of AI seen across all news outlets right now: That is, generative AI. To do that, Dialpad announced a partnership with Google Cloud that brings together capabilities that make it easier for Dialpad customers to work smarter and more efficiently than before.
Google Cloud's generative AI introduces new possibilities for Dialpad customers, enabling them to swiftly implement this technology and achieve various business outcomes. One of the key advantages is the ability to save time with concise meeting summaries that highlight essential information and relevant action items, thanks to the innovative Ai Recap feature. By automatically categorizing and identifying the purpose and outcome of calls, users more easily locate important information, making decision-making more efficient and enhancing cross-departmental team collaboration.
Another valuable application of Google Cloud's generative AI is found in Ai Playbooks, which offer real-time, context-sensitive suggestions and prompts to customer service representatives and salespeople. By leveraging this feature, agents receive instant support in crucial tasks like churn prediction, empowering them to excel in their roles and deliver exceptional customer experiences.
Moreover, the introduction of Ai Scorecards streamlines sales and customer service agent-customer interactions. This feature evaluates call interactions, generating real-time, personalized, and data-driven insights. By providing valuable feedback and performance metrics, Ai Scorecards drive agent motivation, improve overall performance and enhance the customer experience.
Additionally, Google's BigQuery enterprise data warehouse fosters cross-functional collaboration by breaking down AI data silos. By providing teams with a unified and reliable source of truth, BigQuery promotes efficiency and productivity, enabling seamless collaboration across different departments and functions.
“Generative AI has the potential to simplify many of our most common tasks at work,” said Kevin Ichhpurani, Corporate Vice President, Global Ecosystem and Channels at Google Cloud. “As a true cloud-native and innovator company in the industry, we support Dialpad’s mission and look forward to bringing Google Cloud generative AI to users in new and helpful ways.”
Building on over a decade-long history of AI innovation and delivering various AI-enabled capabilities, this partnership also brings Google Cloud Vertex AI capabilities into the Dialpad platform, further elevating its generative AI capabilities to fuel customer insights, boost team productivity and collaboration, and improve sales and services teams’ intelligence and interactions with customers.
Google Cloud Vertex AI is a comprehensive machine learning platform that simplifies the process of building, deploying, and managing ML models at scale. With Vertex AI, users leverage pre-trained models or create their own to develop and deploy ML solutions quickly and efficiently.
“Vertex AI brings an added layer of contextual depth to Dialpad’s platform, bubbling up customer insights in real-time to make it easier for salespeople and customer service agents to do their job — which has been the core of our mission since day one,” said Craig Walker, founder and CEO of Dialpad.
Dialpad's partnership with Google Cloud demonstrates a dedication to advancing AI. As a testament to this commitment, in December 2022, Dialpad made a significant investment of $50 million into the ongoing research and development of AI-related technologies. This investment also paved the way for the establishment of Dialpad Ai Labs, a dedicated hub focused on expediting the creation of innovative features that automate business processes and deliver predictive insights.
By joining forces with Google Cloud, Dialpad is poised to further harness the potential of AI and drive transformative advancements in the industry.
Edited by Alex Passett