2023
Explore 12 months of Ai innovation
JANUARY
Ai Call Purpose
Ai Call Purpose automatically categorizes live calls based on subject matter and content, while tracking persistent categories for more effective post-call analysis and coaching insights.
FEBRUARY
Ai Real-Time Assist Cards
Ai Real-Time Assist (RTA) cards guide call center agents and sales reps during live calls using triggered pop-ups that offer relevant speaking points, best practices, and coaching tips.
MARCH
Ai CSAT
Dialpad’s industry-leading transcription engine combines customer sentiment and intent signals to infer CSAT scores for 100% of customer calls, so you don’t have to rely on a handful of customers to complete post-call surveys.
APRIL
Ai Recaps
Ai Recaps turn calls, customer conversations, and meetings into concise, customizable summaries—complete with recommended action items—delivered directly to your Dialpad Inbox after every Ai-enabled meeting.
MAY
Ai Scorecards
Dialpad Ai automatically delivers accurate scorecards on all customer conversations, eliminating the need for time-consuming call shadowing or having to replay hours of customer recordings.
JUNE
Ai Coaching Hub
Ai Coaching Hub provides managers with a single dashboard to monitor scorecard grades and CSAT scores—at a glance—so it’s easy to identify coaching opportunities in real time or during post-interaction quality assurance reviews.
JULY
Ai Playbooks
Leveraging Dialpad’s real-time speech recognition technology and generative Ai capabilities, Ai Playbooks equips your teams with talking points, best practices, and live guidance to keep calls moving in the right direction.
AUGUST
DialpadGPT
Powering features like Ai-generated call summaries and in-the-moment agent coaching, DialpadGPT makes it easy for teams to close deals and support customers—all in one AI-powered customer intelligence platform.
SEPTEMBER
PII Redaction
PII Redaction uses advanced algorithms and machine learning to protect personally identifiable information (PII), like credit card or social security numbers, healthcare data, and other digital assets.
OCTOBER
Ai Custom Playbooks
With Ai Custom Playbooks, admins and supervisors can create personalized playbooks rather than relying on standard sales templates, to aid agents with real-time guidance during calls.
NOVEMBER
Ai Playbooks in Ai Meetings
Ai Playbooks in Ai Meetings offer live guidance to hosts and co-hosts during face-to-face interactions with customers, sales demos, and other meetings, to ensure reps and agents adhere to best practices.
DECEMBER
Ai Agent Assist
Ai Agent Assist delivers on-demand, natural answers to agent questions so reps and agents can provide faster, more effective service, resulting in shorter resolution times, more productive agents, and improved customer satisfaction.
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