Your agents' BFF
Contact centre AI
With consumers expecting more from companies than ever before, contact centres are being challenged to provide an ever-improving customer experience—while balancing costs and agent happiness. Dialpad's artificial intelligence can:
Transcribe calls
in real time
Automatically pop up Real-time Assist cards for agents
Do live sentiment analysis
And more...
Book a product tour to see how Dialpad’s easy-to-set-up contact centre AI can help your team!
What is contact centre AI?
AI, or artificial intelligence, is a technology that enables machines and computers to perform tasks usually carried out by humans. Machine learning and natural language processing (which you’ll often hear when people talk about AI) are branches, or applications of AI.
Contact centre AI (or CCAI) is the specific application of this technology for use in—you guessed it—contact centres. Generally, CCAI used to automate repetitive tasks and empower agents to deliver a better customer experience more efficiently.
Contact centre AI features, built right into the platform
Live transcriptions
Dialpad’s AI, which we call Dialpad Ai, can transcribe calls—in real time. (And it can do it more accurately than almost all leading competitors!) Not only that, it also delivers a call summary afterward with key highlights to the agent on the call. And thanks to machine learning, the more you use Dialpad Ai, the more accurate it gets.
Sentiment analysis
What if a supervisor could see customer satisfaction levels for every call their agents are on—in real time? That’s what Dialpad’s sentiment analysis feature does. It can identify specific words or phrases live on calls, determine whether a call is going positively or poorly, and show that with a simple marker on the list of active calls. This way, managers can spot problems quickly and jump in to help agents before things go south.
[RTA cards] really helped us build out the way we train CSRs, [as it] pulls up guidance for them right away as opposed to making them reach out to someone else.
Jude Tungul
Business Operations and Intelligence Manager at Westward360
Custom APIs
With Dialpad’s APIs, you can build custom integrations and automations for your organisation’s specific dialog flows and customer interactions. For example, if your contact centre agents regularly collect payment information over the phone, there’s an API that automatically pauses call and screen recording to help you stay compliant!
Thinking of implementing contact centre AI?
Book a demo to see how Dialpad’s industry-leading contact centre platform can spur digital transformation for your team—and act like a virtual assistant that makes life easier for both your agents and supervisors. Or, take a self-guided interactive tour of the app on your own first!
Dialpad's AI contact centre platform vs. other contact centre solutions
🌟 Native capabilities
- Owns all of its own technology and features—including AI, real-time transcription, omnichannel, and self-service chatbot functionality.
- Typically needs partner integrations / third-party tools to provide full range of functionality, like AI, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
- Setting up a new contact centre takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
- Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
- Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
- Can scale up (more easily with cloud than on-prem platforms), but difficult to scale users back down if business is only seasonally busy (even for cloud solutions).
💰 Total Cost of Ownership (TCO)
- Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
- May entice customers with a low initial price point that doesn’t include many needed features.
Other essential contact centre functionality to look for
Simple call routing
With Dialpad’s easy-to-customise ACD and IVR (interactive voice response) menus, your human agents can focus on high-value tasks like helping callers with complex problems instead of manually routing calls. Dialpad’s built-in analytics even show you which IVR options are being used most (and least) so you can continuously improve and streamline the self-service experience!
An integrated WFM solution
Looking for workforce management and optimisation features? Dialpad’s integration with Playvox gives you a robust contact centre platform with all of that built in. From gamification to schedule adherence to forecasting and more, get it all in one place.
There are only a few solutions out there that could handle this, and I’m so glad we ended up with the best [Dialpad] because it provides us with all of the flexibility and solutions we needed to provide excellent customer support remotely.
Fernan Kalaw
Director of Customer Support at InfoTrack
Integrations with your favourite tools
Whether you use Salesforce, Zendesk, Microsoft 365, or Google Workspace, Dialpad has a wide range of integrations with most popular business tools. These integrations can automatically log calls and activities, allow you to make phone calls from right inside your CRM, and help create a better omnichannel experience.
Ready for an AI-powered contact centre solution?
We’re only barely scratching the surface when it comes to the power of AI solutions to help contact centre supervisors and live agents do their work more efficiently—and more effectively. If you want to see how AI can help your organisation provide an exceptional customer experience and train agents at scale (in real time), book a product tour of Dialpad!