Dialpad, an innovative leader in AI-based communications, is set to pioneer a new era in customer support where AI agents take proactive measures. The company plans to implement its Agentic AI Platform, which works with AI agents in detecting, diagnosing, and resolving issues well in advance of proactively rendering assistance southwest of their customers’ anticipations commanded by AI supervision. This promises a drastic turn towards invisible customer care.
“This is about making technology work for business transformation, empowering them to interact with their customers without the limits of reality—truly contactless, seamless intelligence,” said Craig Walker, founder and CEO of Dialpad. “We will bring value to customer experiences that have hitherto not been imagined, even by us.”
Instead of waiting for a customer to alert support, Dialpad’s agentic AI focuses on proactive detection of signals, working in dynamic integration with the rest of the enterprise systems. The AI will monitor for potential anomalies like disrupted scheduled things, then attempt to fix them on its own, informing the customer only after everything is put back in place.
From Reactive to Proactive
Your support transitions from reactive to proactive with Dialpad. Consider a traveler trying to catch a connecting flight but the initial flight is delayed. Instead of waiting to be contacted, an AI system could be canceling their old flight, re-ticketing them on the next available flight automatically, and then sending them options for opening their schedule. At this point, no agents need to be involved unless requested.
This is the essence of preemptive customer service—lowering customer inflation and lift while simultaneously increasing satisfaction and retention.
In this model, AI agents do not merely answer queries; they watch, reason, make determinations, and act.
Strengthening the Behind-the-Scenes Frameworks
While there are still months left until the launch of the Agentic AI Platform, Dialpad has offered a glimpse into features they plan to implement. One important feature is agent management toolkits designed for streamlined operations to enhance agent allocation, potentially trimming implementation time by 75% against what is currently the industry average.
Also, the platform will allow for the creation of applications with full autonomy, empowering organizations to streamline sophisticated workflows without the need for manual work. Three examples Dialpad shared include:
- Order Tracking: AI agents can verify identities, access shipping data in real-time, and provide estimates to customers during self-service delivery.
- Appointment Management: Customers can reschedule appointments freely as the systems will show available slots and alter calendars in real-time.
- Recruitment Screening: AI agents will manage candidate interviews, modify human resource systems, and autonomously schedule advance appointments with noteworthy candidates for subsequent interviews without any recruiter oversight.
These scenarios illustrate how agentic AI could move beyond customer service and into the broader domains of human resources, logistics, scheduling, and other business functions to increase automation and cross-departmental efficiency.
Advancements Already Implemented
Although the primary Agentic AI platform is still a work in progress, other Dialpad developments include several new functions aimed at enhancing the overall effectiveness of the contact center capabilities.
AI Live Coach now actively pulls relevant information from the company’s knowledge base to assist agents in real-time during every call. As a result, agent productivity improves and problems are resolved more quickly.
The company expanded its CRM integrations to include Salesforce, HubSpot, Freshdesk, and Microsoft Teams, granting greater accessibility of customer information to agents and enhancing the quality of support interactions.
Moreover, Dialpad now offers real-time, post-call, AI-generated CSAT scores, supplemented with actionable insights to help teams gauge customer sentiment and refine future engagements.
Another improvement, automated CRM Syncing, guarantees that all call summaries, action items, transcripts, and dispositions are instantly uploaded to CRM systems like Salesforce in a matter of minutes. This functionality automates manual data entry, streamlining workflows and lowering error processing risks.
A Fresh Look for a New Phase
Alongside the new direction towards AI, Dialpad has also done a brand refresh, introducing a new logo alongside a color palette while also updating and redesigning the app interface. As stated by Dialpad, “It isn’t merely aesthetic—it incorporates substantial ease-of-use enhancements that directly address feedback from our customers.”
The Road Ahead
Leading contact center competition with innovative advances, Dialpad’s Agentic AI Platform gives the company a distinguishing edge with a comprehensive timeline and detailed use-case scenarios. With the goal of redefining customer relations, Dialpad is shifting from supportive AI tools to proactive, fully autonomous systems.
Involving everything from rebooking flights to screening job applicants, Dialpad is placing bets on the future of services not only being problem resolution but also tackling issues long before they become visible.
