Dialpad Unveils Latest GenAI Innovations for Contact Centers at Google Next Event

The recent Google Next event was a platform for Dialpad to showcase its latest generative AI (GenAI) innovation for contact centers. Dan O’Connell, Chief AI & Strategy Officer at Dialpad, unveiled an auto-summarization feature, which many rival CCaaS providers also offer. This feature uses large language models (LLMs) to condense entire customer conversations into four or five concise sentences.

But what sets Dialpad apart is its focus on categorization using LLMs. O’Connell emphasized the importance of leveraging LLMs for categorizing conversations by purpose and outcome. This enables contact centers to track demand drivers and first contact resolution rates more accurately. Additionally, Dialpad’s Ai Recap solution streamlines post-contact workflows by lifting action items to support agents.

Dialpad has been on a roll with GenAI innovations, releasing features like Auto-QA for surfacing coaching opportunities, Coaching Hub for real-time coaching insights, and Ai Playbooks for guiding agents through troubleshooting processes. These features not only enhance agent performance but also improve customer satisfaction.

And the innovation doesn’t stop there. Dialpad is set to release DialpadGPT, a domain-specific LLM for customer service and sales, later this month. With a target of 12 GenAI innovations in 12 months, Dialpad is at the forefront of CCaaS innovation.

To learn more about the potential of generative AI in customer service, check out our article on 20 Use Cases for Generative AI In Customer Service. Dialpad’s commitment to pushing the boundaries of AI in contact centers is evident in its continuous stream of innovative solutions. Stay tuned for more groundbreaking developments from Dialpad in the near future.