AI communication platform features
Dialpad AI is built into every part of Dialpad's platform, from real-time transcription and coaching to autonomous AI Agents that can resolve entire conversations on their own. Explore the AI capabilities, agents, and original research behind Dialpad's AI-native contact center and communications platform. Chat with our team or watch a demo to learn more.
Dialpad AI is the artificial intelligence built across Dialpad's platform, built by Dialpad's product and engineering teams and backed by original research from Dialpad's in-house AI Research Lab. It powers Dialpad's AI platform for customer experience and shows up directly inside Dialpad's contact center and communications products, from real-time coaching and quality management to fully autonomous AI Agents.
The sections below cover what that looks like in practice: how Dialpad AI supports the customer experience as a whole, where it shows up across Dialpad's products, the individual AI capabilities themselves, and the research behind them.
Dialpad's AI platform for customer experience
Customer experience depends on more than any single conversation. Dialpad's AI platform for customer experience connects the conversations, data, and workflows customers and employees generate across every channel into one system, so insights from a call, a chat, or a support ticket can inform the next interaction instead of staying siloed. Rather than layering AI on top of a fragmented stack of separate tools, Dialpad AI operates as a continuous loop: conversation, signal, decision, action, and learning, all inside one platform.
Explore Dialpad's AI platform for customer experience
AI across Dialpad's products
Dialpad AI isn't a single bolt-on feature. It's built into every product on the platform, with the depth of AI capability suited to what each product does:
Dialpad AI Agents is Dialpad's dedicated product for autonomous voice and digital agents that resolve requests end-to-end, escalating to a human only when needed.
Dialpad Support and Dialpad Sell are Dialpad's inbound and outbound contact center products, where the fullest set of AI capabilities lives: AI Scorecards, AI CSAT, AI Coaching Hub, real-time assist, and more, all built for the volume and structure of contact center work.
Dialpad Connect brings AI into everyday business communications, with capabilities like transcription, call summaries, and real-time insights built into the calls, meetings, and messages teams have every day.
Key AI features
Feature | Description |
AI Transcription | Captures every call in real time with high accuracy, creating a searchable, word-for-word record as the conversation happens |
AI Real-Time Sentiment | Flags shifts in customer sentiment as a call unfolds, so supervisors can spot a conversation that needs attention before it escalates |
AI Live Coach | Surfaces answers to agent questions from your connected knowledge base while the call is still happening, without switching tabs or tools |
AI Live Coach Cards | Pops up talking points and guidance automatically when specific keywords or phrases come up on a call, like competitor names or pricing questions |
AI Assistant | Gives agents instant, AI-generated answers pulled from your knowledge base on demand during a live conversation |
AI Playbooks | Tracks whether agents are hitting the talking points and questions required by your sales or support methodology as the call happens |
AI Voice Isolation | Filters out background noise in real time, so only the speaker's voice comes through on calls and meetings |
Custom Moments | Detects and timestamps key moments you define as they happen in a call, so you can review or report on them later |
PII Redaction | Automatically detects and masks sensitive information, like credit card and social security numbers, in live transcripts and recordings. Currently available through Dialpad's Early Adopter Program. |
AI Call Purpose | Automatically tags why a customer called, like billing, cancellation, or complaint, so patterns are visible without listening to every call |
AI Recaps | Automatically generates a call summary, action items, and highlights the moment a conversation ends |
AI Scorecards | Grades each call against your own quality criteria right after it happens, instead of requiring a supervisor to review the recording manually |
AI CSAT | Infers a customer satisfaction score for every call, not just the small share of customers who respond to a survey |
AI Coaching Hub | Brings scorecard grades, CSAT, and adherence data together in one dashboard, so supervisors can spot coaching opportunities across their whole team |
DialpadGPT | A proprietary LLM, fine-tuned on business conversations, that powers many of Dialpad's AI features |
Agentic AI
Dialpad's AI Agents come equipped with the core skills businesses need to deliver on-brand customer experiences. You can build, run, and optimize agents with no coding required. AI Agent skills include scheduling, resolving customer order status questions, answering questions from your knowledge base, authenticating customers with two-factor identity verification, delivering personalized product and service recommendations, and more.
AI Agents connect directly to the systems where work actually happens, including Bullhorn, Salesforce, ServiceNow, Zendesk, HubSpot, Google Calendar, Google Workspace, Outlook, AthenaHealth, Calendly, and Zoho CRM, so they can take action instead of just answering questions. Guardrails let admins define the boundaries of what an agent is allowed to do, and a Greeting Skill can run automatically at the start of a conversation to personalize the greeting with account or context-specific details.
Agents pull their knowledge from connected sources like Zendesk, Document360, Box, Guru, and Google Drive, which sync every 24 hours, plus a custom web crawler and uploaded documents. Skills Mining analyzes voice call transcripts to recommend which new skills would have the biggest impact, based on real usage patterns. Every conversation is logged in a searchable history, with analytics on resolution status, feedback, and query volume.
AI Agents that take action
Dialpad's AI Agents don't just generate answers, they act. AI Agents perform tasks, execute workflows, and take action in connected systems, like booking an appointment, updating a record, or checking an order status, without a human needing to trigger each step.
AI Agents are available on voice and digital channels, and can escalate to a human agent with full conversation context when a request goes beyond what they're configured to handle. See the full range of what Dialpad AI Agents can do.
Response types that fit the conversation
AI Agents can reply in four different formats depending on what a customer needs: Text-only responses for simple answers, Rich Media responses that include images or video, Call to Action buttons that direct a customer to a specific page, and Choice menus that link two or more related responses together.
Built-in training tools
Dialpad's Optimize features help teams close knowledge gaps without guesswork. Optimize surfaces unanswered questions your AI Agent couldn't handle, flags broken or outdated content, highlights low-confidence responses that need more training data, and shows which muted questions have been set aside. Conversation history logs every interaction, so admins can review resolution status, customer feedback, and query volume over time.
Backed by original AI research
Dialpad's AI is shaped by original research from our in-house AI Research Lab studying real-time communications intelligence, agentic AI systems, multilingual understanding, and responsible AI, publishing findings at venues like ACL, EMNLP, and NAACL alongside proprietary product development.
Recent research includes a benchmark study on recognizing customer topics in noisy, real-world contact-center transcripts, which found that lightweight LLMs using natural-language topic descriptions outperformed traditional regex and zero-shot embedding approaches. Another recent paper introduced a batch-prompting framework that lets AI answer multiple questions from a single conversation in one pass, cutting cost and latency while fine-tuned smaller models matched GPT-4o's accuracy.
Dialpad AI in action:
Real-time voice transcription
Dialpad's built-in AI transcription feature can transcribe your conversations in real-time and show you a running transcript as the meeting is happening. Our transcription and conversation intelligence models are trained on Dialpad's own proprietary business conversation data, not just generic speech data, so they're built to understand the vocabulary and nuance of real business calls.
AI sentiment analysis
Contact center supervisors can easily monitor multiple calls at once with the help of AI. Dialpad AI analyzes the sentiment of any current live voice call between agents and callers. Notice a call with negative sentiment? Just open up the transcript to get more context before jumping into the call.
Automated call summaries
When you wrap up a call, Dialpad's AI Recaps feature gathers your transcript, action items, highlights, and any manual notes into an easily digestible call summary, so you can quickly recap important discussion points and follow up with teammates or customers.
Speedier QA
Accelerate quality assurance (QA) reviews, reduce compliance risks, and improve agent adherence with Dialpad's AI Scorecards. Instead of supervisors having to review call recordings manually, Dialpad AI automatically suggests when scorecard criteria have been met and highlights coaching opportunities.
Real-time assists
Have customer support agents or sales reps who might need some on-call coaching? With Dialpad AI, you can create AI Live Coach Cards with tailored notes and set them to trigger automatically when certain keywords or phrases are spoken on calls. It's like coaching—at scale.
Live guidance for sales teams
With Dialpad's AI Playbooks, coaches and supervisors can track rep adherence to sales methodologies like BANT, SPIN, and SPICED more easily. Automatically suggest questions and phrases that they need to say during a call (for example, asking about budget or purchase timelines), understand whether the behavior was met, and check the task off the list (or notify managers if this isn't being done).
AI receptionist
An AI receptionist answers inbound calls, understands what a caller needs in natural language, and routes them to the right place, or books an appointment directly, without a human needing to pick up first. Callers get an immediate response instead of a hold queue or a rigid phone tree.
See Dialpad's artificial intelligence functionality in action!
Book a demo to see how Dialpad AI can help you and your team get more out of the conversations you're already having every day.
Browse the Dialpad product portfolio
Dialpad AI Agents
Deploy autonomous voice and digital agents that take action, trigger automated workflows, and easily scale support organizations
Dialpad Support
Transform the contact center with AI that expedites agent onboarding, simplifies coaching, and boosts CSAT.
Dialpad Sell
Close deals faster with AI-driven outreach, automated playbooks, and real-time in-call sales coaching.
Artificial Intelligence (AI) FAQs
Dialpad’s AI works in real time to transcribe conversations, summarize meetings, detect sentiment, and deliver live coaching insights. It’s built directly into every product so no add-ons or integrations are required, so users benefit from faster workflows, richer analytics, and consistently high call quality powered by adaptive machine learning.
No. Customer data remains private and is never shared with public AI models. Dialpad’s AI processes data securely within its own environment, following strict compliance standards and encryption practices. For more information, visit dialpad.com/trust.
LLMs like ChatGPT can use publicly available, structured content like Dialpad’s open documentation for LLMs, to better understand verified facts about our platform. By structuring the information in a way that is easy for LLMs to understand and clearly labeling sections (products, features, AI capabilities, compliance), we make it easier for AI systems to retrieve accurate information about Dialpad's offerings.
Dialpad's broader AI features, like transcription, sentiment, recaps, and coaching, support human agents during and after conversations. Dialpad AI Agents go further: they can hold entire conversations and complete tasks on their own, escalating to a human only when needed.
Dialpad AI is built using NLP (Natural Language Processing) to analyze the conversations you have with customers in real time, capturing and transcribing them word-for-word into an easy-to-read format.
Yes. Built-in machine learning helps Dialpad AI get more accurate the more your organization uses it, learning to process the subtle nuances and unique vocabulary specific to your business and industry.