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Dialpad Debuts DialpadGPT to Automate Tasks Across the Enterprise Using LLM


Self-service offerings for customer support have come a long way in recent years (transitioning away from awkward IVR solutions and over-simple FAQ pages), mostly thanks to large language model (LLM) technology and generative artificial intelligence (AI). Solutions powered by these sophisticated technologies can help automate more tasks in a higher quality way, leaving customers feeling happy about their transactions even in the absence of a human agent.

Dialpad, Inc., which offers an AI-Powered Customer Intelligence Platform, recently announced the launch of DialpadGPT – a domain-specific large language model (LLM) tailored specifically to power features that automate tasks for enterprises of all sizes to improve customer service, sales and recruiting experiences. The solution was built over the course of five years based on five billion minutes of proprietary conversational data, making it "the first LLM designed specifically to cater to the evolving needs of today's businesses and their employees," according to the San Francisco-based company. The real-time generative AI is based on the language of business and uses conversational and messaging data across customer service, sales, recruiting and employee collaboration to harness the power of AI automation and AI assistance at scale.

While existing LLM-based models like ChatGPT have proven to be a gateway to artificial intelligence applications for businesses, substantial challenges to adoption persist, including limitations of scale and prevailing concerns about accuracy, lack of business-specific data, privacy, and security. DialpadGPT addresses these issues, noted the company.

“LLMs are only as accurate and strong as the data they are trained on,” said Dan O’Connell, Chief AI and Strategy Officer at Dialpad. “DialpadGPT was purpose-built for the enterprise, and addresses businesses’ common qualms with existing LLMs. It leverages our transcription engine, that has best-in-class accuracy, to produce strong, unbiased results at a fast speed, provides the opportunity to scale, and meets high security and compliance standards – all at a lower cost than existing LLMs. AI has been at the heart of Dialpad’s business for more than five years, and we’re excited to bring such a transformative tool to market.”

Edited by Alex Passett
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