At Dialpad, our customer service representatives (CSRs) support users using the same platform they work in every day. That means they’re not just helping customers navigate Dialpad—they’re living in it themselves, using the same tools, workflows, and features.
But they’re doing so in a fast-changing customer service landscape. Ai has introduced powerful new ways to resolve issues more quickly and at greater scale, but it’s also raised the bar. Callers expect fast, accurate answers and personalized service, often at the same time. We spoke with three Dialpad CSRs about how our Ai-powered platform helps them meet the challenge of balancing automated intelligence with human empathy at every step of the customer support journey.
The CSR dashboard puts calls in context
A Dialpad CSR’s day revolves around the Dialpad app, starting with their contact center dashboard. From this central hub, agents can check their availability, monitor incoming calls, and view activity across shared lines like billing, engagement, or porting. With a few clicks, they can also dive into past transcripts, summaries, and resolutions—an organized knowledge base that helps them resolve even complex issues with confidence and clarity.
This visibility is key to delivering fast, empathetic service. When a call comes in, the CSR immediately sees the caller’s name, number, and which shared line they used, giving quick insight into what kind of help the customer likely needs. If the CSR has spoken with them before, they’ll also see a “Valued Customer” profile that includes prior notes and interactions, enabling a more personal, seamless experience.
, empathetic service. When a call comes in, the CSR immediately sees the caller’s name, number, and which shared line they used, giving quick insight into what kind of help the customer likely needs. If the CSR has spoken with them before, they’ll also see a “Valued Customer” profile that includes prior notes and interactions, enabling a more personal, seamless experience.
“You don't automatically know what the customer needs at the beginning of a call,” Marlon explains. “So you just start asking questions.” And contact center tools pitch in. As the agent and caller begin speaking, real-time Ai transcription scrolls down the screen, helping the agent stay focused and catch anything that might be missed—whether it’s a bad connection or, as King jokes, “a couple of alleycats fighting outside your window.”
Dialpad Ai also stays alert for keywords that capture customer concerns. Any mention of common Dialpad phrases like [calls don’t connect] or [billing error] will produce an Ai Live Coach card offering quick links to relevant Help Center articles and next steps. “It’s like you have your own assistant,” Clarice says appreciatively of this growing library of keyword-triggered pop-up resources.
Solving problems with the right tools
Even with Ai Live Coach offering real-time guidance, not every customer issue fits a predictable pattern. When a call involves a more nuanced or uncommon problem, our CSRs have a broader set of tools at their disposal.
They can ask questions with our Ai-powered chatbot, which will help them surface relevant articles and documentation from the Help Center in real time. And they can always visit the contact center’s subject-specific channels—internal chat spaces where product experts are just a quick ping away.
But a Dialpad agent’s most valuable asset is still being an active Dialpad user. “CSRs use Dialpad ourselves,” Marlon says, ‘so we can navigate the app from the customer's point of view. Being able to actively replicate and troubleshoot issues just like the caller sees them makes our support so much more hands-on and reliable.”
King offers a similar sentiment. “I’m new at the company, and most of the things I learned during training I haven't seen yet,” he says. “So I have these moments when I’m navigating around and see the exact feature the customer’s talking about, and I’m like, ‘Surprise!’”
CSRs can also connect directly with callers over Dialpad Meetings. “If an issue needs more investigation,” King says, “inviting the customer to a scheduled meeting can be easier and faster for them than writing back and forth and waiting for a useful response.”
After the call: recaps and growth
The support case isn’t over when the customer hangs up. Each CSR spends a few moments on post-call wrap-up, ensuring that key notes and information are logged. Ai Recap can ease this process by saving a call summary to the customer’s record for future reference, whether the case has been resolved or needs further action. Admittedly, this automation isn’t perfect. “If there’s information the recap didn’t capture, you might have to add your own notes,” Marlon says. “But from what I've seen, the recap is catching up! It’s getting all the major talking points.”
Finally, there are tools that contribute to agents’ ongoing growth. Every call gets an Ai CSAT score—Ai-powered analysis of customer satisfaction and several other call quality metrics. And Ai Scorecards and Custom Moments help supervisors track key elements that produce positive or negative outcomes across repeated calls. These insights help inform the coaching that makes CSRs more effective, and keeps customers more satisfied.
Power from people
It’s an interesting time to be a CSR at an Ai-first company. The tremendous power of automation is central to Dialpad, but that infrastructure is meant not just to boost the platform’s efficiency, but also to reinforce each agent’s ability to stay present with customers while resolving their issues with clarity and care. “Dialpad doesn’t feel like just a job,” Clarice says; “it feels like being part of a team that truly believes in both people and purpose. Dialpad is more than just a provider of great technology; it’s a company that stands out for how we value and support people.”
That synergy between products and people is central to Dialpad’s vision. We believe elevated communication issues stem from shared experience, and we build our support tools, and empower our support agents, with those human-centric goals in mind.