Ai and CX: How Ai can transform the customer experience

Ai has become a fundamental part of delivering standout customer experiences. Businesses across industries are already tapping into Ai tools to streamline support, personalize interactions, and uncover insights that used to take days to surface.

In my role leading a contact center team and working at a company focused on building Ai-driven customer intelligence, I’ve had a front-row seat to how transformative this technology can be—for both customers and the teams supporting them. In this post, I’ll break down some real-world ways Ai is reshaping the support landscape.

Ai customer experience examples

Artificial intelligence can be used in a number of ways to improve the customer experience. Here are just a few of the most common use cases.

1. Deflecting calls

Today, there are many customer service Ai tools that help deflect calls in a variety of ways. One that you’re probably familiar with is conversational Ai (kind of like a very advanced Ai-powered chatbot).

Similar to how IVR (interactive voice response) menus on the phone can provide simple pre-recorded answers to frequently asked questions, conversational Ai can do the same thing, only it’s on your website’s live chat window and even digital channels like WhatsApp.

In Dialpad, for instance, we can set up this Ai Agent answer different questions (with text, images, and even video!) with the drag-and-drop builder—no coding needed:

Unlike traditional chatbots, Ai can deflect more diverse calls (not just basic questions)—and even suggest where we have gaps in our knowledge sources!

2. Helping agents in real-time

Whether you have a team of outbound sales reps or customer support agents, you’ve probably got a mix of skill levels. How can you make sure that all these agents are providing a consistently high level of service to customers, no matter if they’re new hires or seasoned vets?

Ai can help with that. Dialpad’s Ai Live Coach, for instance, can automatically search all your connected knowledge sources (even unstructured ones like PDFs and past customer conversations) to pull relevant information right onto the rep’s screen:

3. Automating tasks for agents

Something that almost all agents have to do after they end a conversation with a customer is disposition the call, among other after-call work (ACW).

It shouldn’t take more than a minute or two, but over time, this can really add up. Ai can help with these types of tasks by suggesting dispositions instantly, based on the content of the call, to give agents a head start on their ACW.

Similarly, Ai can also transcribe and highlight key moments, questions, and action items from a call, which allows agents to focus on the conversation instead of trying to jot down notes. This is what Dialpad’s Ai-powered call summary looks like, as an example:

4. Empowering supervisors to make good staffing and training decisions

Beyond helping agents live during customer calls, Ai can also help supervisors with monitoring common questions and issues that come up, so they can improve their contact center training materials and the overall customer experience.

For example, with Dialpad Ai’s speech recognition ability, our supervisors can create “Custom Moments” to track specific keywords and topics. Want to see how often customers are asking for refunds? You can create a Custom Moment to track every time “money back,” “refund,” and/or “cancel” is said by a customer on a call:

And for supervisors who are overseeing a large number of agents on simultaneous calls, it can be difficult to quickly see if an agent needs help or if a call with a customer is going badly.

In these cases, Ai can do live sentiment analysis and instantly flag calls with negative sentiment to the supervisor. That’s what Dialpad Ai does—if we see a call with negative sentiment, we can just open up the live transcript to get more context before deciding if we need to listen in or barge the call:

It’s also incredibly important to evaluate how supervisors grade calls to provide feedback with agents over time. It’s not possible for supervisors to listen to every single call, but they still need to provide meaningful feedback to agents as much as possible. That’s one way Dialpad's Ai Scorecards helps customer service teams scale operations.

With Ai Scorecards, supervisors and admins can create an objective scoring criteria across all customer calls. As the agent behavior is observed by Dialpad Ai, it's automatically checked off—so when the supervisor reviews the call later, they can easily see the agent is doing what they're supposed to.

This makes it easy for supervisors to grade calls without listening to a full call recording or reading a transcript, and gives them the ability to evaluate far more calls in far less time. In turn, this means a higher volume of effective coaching for contact center staff.

5. Gathering more customer insights, automatically

Finally, Ai can help you provide a better customer experience by surfacing valuable insights, without you having to manually dig through a bunch of different dashboards and reporting tools.

For example, our contact center platform, Dialpad Support, comes with built-in analytics that show everything from call volumes to average speed to answer and average handle time.

Not only that, but it can also infer customer satisfaction (CSAT) scores without the need to run surveys. As anyone who runs a customer support team knows, one of the biggest challenges with doing customer satisfaction surveys is that not a lot of people actually fill out those surveys.

And usually only the angriest—and happiest—customers actually bother responding, which means your CSAT feedback is likely to be very skewed and not representative of how your customers feel overall.

Dialpad's industry-first Ai CSAT feature is designed to solve exactly that, by inferring CSAT scores for up to 100% of your customer calls thanks to its hyper-accurate transcription feature. The result: a much more representative sample size for CSAT scores, and a more accurate understanding of how satisfied your customers really are:

And this kind of data analysis superpower that Ai gives us goes beyond just reporting on performance. One of the most tedious, but important, parts of a contact center manager’s job is to do QA (quality assurance) on agents’ conversations with customers.

But to do this, usually you’d have to listen to countless call recordings from beginning to end and grade them. Ai can speed this process up significantly by automatically checking off if agents did what the QA scorecard listed—did they greet the customer at the beginning? Did they let the customer know that they’ll be put on a brief hold before actually putting them on hold? Ai can check to make sure that these conversational “checkpoints” that contribute to a good customer experience are all there, which takes a lot of the manual work off supervisors’ plates.

How Ai improves the customer experience

Again, the role of artificial intelligence for customer experience is constantly evolving. But even now, we can already see measurable improvements in terms of productivity and customer satisfaction.

If you’ve been following along so far, these benefits of artificial intelligence in customer experience won’t come as a surprise.

More productive agents and supervisors

The importance of Ai for customer experience cannot be overestimated. One of the biggest advantages of using Ai in customer experience is that it can automate manual tasks for agents, which not only saves time and money, but also frees up agents to focus on the conversations that need the human touch.

With Ai Live Coach, Ai also helps agents talk through challenging questions without having to scramble to look for information manually.

In fact, in our State of Ai in Customer Service Report, we found that contact centers using Dialpad Ai reduced average call duration by 10.06% and lowered abandonment rates by 17.36%.

A national car rental company using Dialpad Ai in its contact center even found that its agents took about 50% more calls with the help of Ai:

A better customer experience

Alongside a better agent experience, a related key benefit of Ai is that it ends up helping businesses provide a better customer experience.

You’ve got agents with Ai sidekicks that instantly give them the answers they need to help customers. Then you’ve got better conversational Ai experiences that can actually answer questions effectively on their own. Ultimately, this gives customers more avenues to solve problems, on their own terms and on their own schedule.

Cost savings

Finally, all this leads to time savings and cost savings. With Ai, both agents and supervisors are more productive and can do their jobs more easily, which helps with more efficient staffing, increased customer retention, less turnover… Which all leads to benefits for your business’ bottom line.

The Ai customer experience: 3 real life business examples

1. Company: Business Network International (BNI)

Business Network International (BNI), a leading global business referral organization, needed a scalable, globally compliant communication platform to support its expanding international sales and support teams. Their previous provider lacked the advanced analytics, global support, and flexibility required for their lean but growing operation. By switching to Dialpad’s platform, BNI unified its sales and support functions with Ai powered tools like real-time transcriptions, voicemail drop, call summaries, and sentiment analysis. These features drastically improved efficiency—reducing handle time, increasing outbound calls, and boosting coaching capacity.

Results:

• 23% reduction in average handle time

• 24% increase in calls made

• Improved sales and support effectiveness with Ai-generated call summaries, voicemail drop, and real-time assist tools

• Greater coaching precision with Ai Scorecards and Coaching Hub

• Improved customer insights via Ai CSAT and sentiment analysis

"The first day we turned on Dialpad, 11 of my associates came over to me and said this just changed their lives." — Brooks McClary, Senior Director of Sales Performance, BNI

2. Company: RE/MAX, LLC

RE/MAX, LLC, a global real estate franchisor with over 140,000 agents across over 100 countries, needed a client communication platform to streamline operations, enhance analytics, and improve agent support. Their previous system was fragmented and inefficient, making it hard to manage and gain insights into client conversations. By switching to Dialpad Support, RE/MAX consolidated their tools into a single, cloud-based platform with advanced Ai capabilities. This transformation gave their agents real-time coaching, sentiment analysis, deep Salesforce integration, and more data-driven decision-making. As a result, RE/MAX improved onboarding efficiency, agent satisfaction, and customer experiences—while laying the foundation for smarter, scalable growth.

Results:

• 2 hours saved per agent per onboarding session thanks to Ai Live Coach

• Improved agent satisfaction and retention due to real-time support and
  consistent information

• Enhanced call monitoring and coaching with real-time analytics and conversation trends

• Optimized staffing and scheduling through heat mapping of call volume

“Our agents feel more equipped and supported, thanks to Dialpad's Ai Live Coach. This has led to a noticeable improvement in their job satisfaction and our retention
rates.” — Josh Gilmore, VP of Customer Experience, RE/MAX

3. Company: Proliance Surgeons

Proliance Surgeons, one of the largest surgical practices in the US, needed a unified communications platform to support over 80 care centers and ensure consistent, high-quality service for patients. With Dialpad Support, they introduced Ai-powered features like real-time call and voicemail transcription, sentiment analysis, and contact center analytics to improve care coordination, boost productivity, and streamline patient communication. The transition not only saved time for medical staff but also enhanced the patient experience, enabled smarter staffing decisions, and supported HIPAA compliance across the organization.

Results:

• Saved up to 30 minutes per day by using voicemail transcriptions instead of manually reviewing messages

• Improved patient satisfaction through faster call routing and real-time call analysis

• Empowered care centers to self-serve reports instead of relying on IT

• Maintained HIPAA compliance and data security

“We’re no longer making decisions based on subjective reasons. Care centers can use actual metrics to get their supervisors’ support in making staffing and budget decisions.” — Curt Kwak, CIO, Proliance Surgeons

The future of artificial intelligence and customer experience

The importance of knowing how to use Ai to improve the customer experience will only increase in the future. As technologies evolve, organizations that understand how to responsibly leverage Ai will be able to create more human, intuitive, and seamless customer interactions—at scale. Here's a look at what’s coming next:

Ai-powered sentiment analysis: Understanding customers beyond words

With tools already being able to do simple sentiment analysis based on keywords being spoken and even tone of voice, it makes sense that soon, technology will also be able to recognize more subtle vocal cues, facial expressions, and other signals in real time. This will empower support agents and Ai chatbots alike to respond with empathy, tailoring tone, timing, and solutions based on a customer’s emotional state.

Augmented and virtual reality: More immersive experiences

AR and VR technologies will continue to add a new dimension to customer service and sales experiences. Picture a support call where the agent can guide a customer through hardware setup using AR overlays, or a real estate agent hosting a virtual open house through a VR headset. Combined with Ai, these immersive technologies will make complex transactions feel personal, immediate, and more effective.

Neural networks and deep learning: Personalization at scale

As neural networks grow more sophisticated, deep learning models will help businesses predict customer needs with uncanny precision. These models will analyze vast data sets to offer hyper-personalized recommendations, detect churn risk before it happens, and deliver proactive support—all while continually learning and adapting from each interaction.

Quantum computing: Exponential Ai power

Quantum computing will vastly increase the speed and complexity of data processing, unlocking even more possibilities for Ai-driven customer experiences. From instant language translation to real-time resolution of multifaceted problems, quantum-powered Ai will remove latency from service interactions and allow for deeper personalization and smarter automation.

Ai ethics and transparency: Earning customer trust

As Ai becomes more deeply embedded in customer touchpoints, ethical Ai practices will be more front and center. Transparent data usage, explainable Ai decision-making, and fair treatment across demographics will shape how customers perceive—and trust—Ai-powered experiences. Businesses that prioritize accountability and openness from the onset will be better positioned to build long-term loyalty.

Autonomous Ai: Intelligent systems that self-improve

The next wave of autonomous Ai will go beyond rule-based automation to create systems that can monitor, optimize, and improve themselves. This will lead to
customer experiences that evolve dynamically—adjusting workflows, scripts, and even entire service channels in response to new trends, without requiring manual intervention. The result: faster, smarter, and more resilient customer journeys.

Leveraging generative Ai for customer experience with Dialpad Support

If your agents and supervisors are stretched thin, struggling to keep up with growing customer expectations, or you're just unsure whether your contact center is performing at its full potential, it might be time to explore what’s possible with the next generation of Ai-driven customer experiences.

From real-time agent support to smarter workflows and deeper customer insights, the innovations we’ve covered are just the beginning. Ai isn’t here to replace human connection—it’s here to elevate it.

See how forward-thinking companies like RE/MAX are doing this with Dialpad Support!