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Customer service has been stagnant for years—and most companies have only fallen further behind. Five years ago, almost no one imagined journeys this complex or demands this immediate. We did.
Here’s a look at the key ways you can expect to benefit from conversational analytics, starting now and in the weeks and months to come.
The end of old school CX
At Dialpad, we built our platform AI-first from the start, putting us way ahead of the industry. Today we’re making a category-defining leap forward with the launch of our Dialpad AI Agent.
This isn’t another chatbot or automation tool. AI Agent is autonomy in action. These agents authenticate, decide, resolve, and move business forward. Built on our omnichannel, AI-native foundation and powered by analytics you can actually talk to, AI Agent is the next generation of customer communications—and the end of old-school CX.
"The AI industry has been operating on autopilot for years. We built the override," said Craig Walker, CEO and Founder of Dialpad. "While others continued to offer basic FAQ retrieval systems and played around with digital librarians, we were building AI that executes.”
Stop answering. Start resolving.
In this customer experience of yesteryear, customers waited for hours before retelling their story to the third human they managed to reach. Agents wanted to help, but they were buried in repetitive, soul-crushing tasks. The so-called “fixes” made it worse: IVRs and chatbots offloaded work but enraged customers. Hiring more humans eased queues but burned out entire teams.
The future of CX just arrived. It’s built on conversations that matter, and we’re leading the charge. Customer service can finally become what it should have been all along: efficient for businesses, effective for customers, and meaningful for agents. The grind is gone—AI handles all the repetitive work, and humans can lean into the moments that count.
This AI finishes the job
AI Agent understands goals, plans the steps, calls tools, and completes multi‑step workflows across voice and chat.
Natural by design: Authentic responses and true barge‑in make conversations feel meaningful.
Outcome‑driven: Customers can authenticate, look up, decide, book, update, confirm—all in one conversation, with no do‑overs and no more "can I place you on a quick hold?"
Built for trust: Our real‑time trust and safety layer, data isolation, and immutable audit trails make autonomy safe for the enterprise.
Plugged into your world: 40+ native integrations on day one, plus your custom tools through our secure integration server.
Seamless by design: Voice, web chat, SMS, email, WhatsApp—the same brain and context across every touchpoint.
True human + AI collaboration: AI handles the repetitive steps while human agents take the impactful work, equipped with full context and the right tools.
The difference this makes: Customers get instant resolution. Agents get work that matters. Brands get measurable impact—higher containment, lower handle times, and happier customers—without sacrificing safety or control.
No silos. No repeats.
Customers can reach your business anywhere and get the same experience every time. One brain and shared context follow them across every touchpoint, breaking down silos.
Every interaction, whether handled by AI or a human, flows into a unified analytics layer. Track containment, deflection, session duration, and skill usage across channels from a single source of truth.
With our new conversational AI analytics, you can ask questions in plain English and get instant, explainable answers:
“What’s containment for scheduling this month?”
“Which knowledge gaps are causing the most escalations?”
“Show deflection trend by channel for the last 90 days.”
Anyone in your business can now get the numbers, the context behind them, and shareable snapshots they can act on immediately.
Trust by design. Results by default.
With Dialpad AI Agent, autonomy is safe, measurable, and accountable. So the future of CX isn’t risky—it’s reliable, scalable—and it’s already here.
RIP hold music.
