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Optimise quality assurance with Ai Scorecards

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Screenshot of Dialpads Ai Scorecards feature

Loved by the best in the business

Focus more on customer delight, less on manual tasks

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Quickly evaluate conversations

Every interaction is graded by our Ai so you can avoid time-consuming call shadowing and recording reviews.

Use templates or go custom

Access pre-built, templated scorecards, or create new ones featuring your specific evaluation criteria.

Easily spot issues

Immediately identify coaching opportunities and areas for agent improvement before problematic behaviors escalate.

Screenshot of adding a new QA scorecard in Dialpad

Monitor playbook adherence

Ensure that your team is complying with best practices and identify those who have low adherence to your prescribed playbooks.

Guide reps right when they need it

Use Real-Time Assist Cards to provide reps with triggered pop-ups that include speaking points and best practices for navigating calls.

See all grades and scores at-a-glance

Rely on Ai Coaching Hub, featuring a customisable leaderboard, to view all performance metrics, scorecard grades, and CSAT scores in one place.

Screenshot of the Ai Scorecards dashboard

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Quickly identify caller intent

Monitor contact centre conversations, identify a caller’s intent, and intervene based on specific keywords with Ai Call Purpose.

Simplify administrative tasks with Ai Recaps

Enable your teams to automate call summaries, get recommended next steps after every meeting, and save all records to your favourite CRM.

Guide reps and agents with Real-Time Assist (RTA) Cards

Provide sales reps with triggered pop-ups that include speaking points, recommended workflows, and best practices for navigating calls.

Free up your reps with Ai Agent

Deflect and resolve simple calls, and free up agents and reps to focus on complex issues or higher value calls.

Make customers feel safe with PII Redaction

Automatically protect your customers’ personally identifiable information like credit card and social security numbers with PII Redaction.

Tap into the power of DialpadGPT

DialpadGPT proprietary, real-time generative Ai gives you immediate access to transformative, business-building tools.

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