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Dialpad Introduces AI-Driven Playbooks for Contact Center Agent Guidance


Many contact centers keep playbooks; collections of manually curated best practices for contact center agents to turn to during difficult or complex scenarios. The problem is that these playbooks are often outdated, inflexible and/or difficult to access. They may also not be customized for the agent’s particular issue, leaving workers to extrapolate wisdom that applies to their own problem.

So, as with many things lately, they bring in artificial intelligence.

Customer intelligence company Dialpad, Inc. has announced the release of Custom AI Playbooks, a tool that provides real-time coaching and adherence guidance to sales and customer service teams during and after customer calls. Leveraging more than .five billion minutes of proprietary data, Custom AI Playbooks uses Dialpad’s real-time speech recognition and generative AI to drive team efficiency, improve productivity, and ensure sales teams adhere to best practices that drive key KPIs. The release of Custom AI Playbooks is part of Dialpad’s 12 months of AI initiative, the company’s monthly series of AI-powered product launches.

In announcing the release, Dialpad noted that Custom AI Playbooks supports revenue growth by providing a clear framework and real-time guidance to follow during sales and customer service calls. Using Dialpad’s generative AI model, Playbooks capture agent and customer responses on each call, track agent adherence to specific questions and behaviors, and offer post-call analytics to help managers drive smart business decisions and pinpoint coaching opportunities.

“Custom AI Playbooks for industry specific LLMs [large language models] is the future of tangible AI,” said Dan O’Connell, Chief AI and Strategy Officer at Dialpad. “It’s Dialpad's version of an AI Copilot, a conversational interface built specifically to support users with rapid decision-making. With tailored recommendations, leaders can curate sales, customer service and recruiting processes specific to their company and customer needs. The democratization of AI has been a goal of Dialpad’s since its inception, and Custom AI Playbooks marks a new milestone in making AI accessible for all.”

Edited by Alex Passett
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