DIALPAD AI LABS
Industry-defining Ai
Learn about the latest Ai research and product developments we're working on to enhance the collaboration experience.
ABOUT AI LABS
We’ve been pioneers in Ai for years. We built the first real-time speech recognition engine for Enterprise conversations over 5 years ago, and recently announced Ai CSAT that automatically infers customer satisfaction from calls.
To develop such features, we’re constantly immersing ourselves in the latest research and technologies, and looking for the best talent in the field to join us.
Ai Labs is the culmination of many of these efforts. It’s a place to learn about our published Ai-related research, as well as hear about the latest features we’re working on (which you’ll be able to opt-in to test as a customer).
NATURAL LANGUAGE PROCESSING
Unmatched transcription accuracy
We’re big believers that transcription accuracy is the critical starting point for driving automations and insights. So we built our transcription engine using next-generation NLP / NLU models alongside a robust team of speech recognition and linguistic experts. Unlock industry-leading accuracy across your conversations with a real-time transcription engine that continually improves over time.
AUTOMATED SPEECH RECOGNITION
Ai-driven insights & predictions
Like our proprietary speech recognition models that power our transcription engine, our NLP / NLU models are also built in-house to derive sentiment, understand intent, identify call purpose reasons, map customer satisfaction, and more. Our models are both industry- specific and purpose- built. The best part? They’re created using industry-specific data, resulting in enhanced accuracy and utility.
SEMANTIC SEARCH
Ai-based Semantic Search
In 2021, we acquired an Enterprise semantic search engine in KARE Knowledgeware. Semantic search is a type of search technology that takes user's natural language queries and attempts to understand the intent and context behind them in order to generate more relevant search results. This technology is powering features such as Ai Virtual Agents, Real-Time Assist, and our in-app general search.
RECENTLY LAUNCHED
Introducing DialpadGPT
Unlock accessibility, scale, and precision with DialpadGPT, the specialised Large Language Model (LLM) that speaks the language of your business. Trained on billions of minutes of business conversations, DialpadGPT powers out-of-the-box features like instant call summaries, Ai-recommended action items, in-the-moment coaching, post-call scorecards, and so much more.
RECENTLY LAUNCHED
The industry’s first
predicted CSAT score
Meet Ai CSAT. Using industry-leading ASR and NLP, Dialpad Ai can analyse every one of your customer calls and digital interactions to provide a more accurate picture of customer satisfaction—without the need for post-call surveys or any additional software. Simply receive calls, and enjoy the benefits of 100x more CSAT data automatically.
RECENTLY LAUNCHED
Total quality control
with Ai Scorecards
Reviewing and scoring customer calls is tedious work. We’re putting the power of Ai and automation together to evaluate 100% of your customer interactions. Save time, drive faster feedback to agents, and dramatically increase the volume of interactions evaluated.
RECENTLY LAUNCHED
Better sales adherence
with Ai Playbooks
Ensuring reps consistently adhere to best practices is key to building more efficient sales processes. With Ai Playbooks, sales leaders can hand-pick templates based on proven sales methodologies to guide reps through customer conversations in real-time. Ai automatically checks off action items as reps complete prescribed behaviours, allowing managers to track adherence and quickly identify coaching opportunities.
IN THE WORKS
Next-gen virtual
assistants with
Generative Ai
We recognise the immense opportunity Generative Ai brings to the Contact Centre market; from improving the accuracy, understanding, and efficiency of self-service features to providing more natural and accurate responses to customer questions. All of this leads to improved customer satisfaction and more streamlined experiences. Our teams are already hard at work experimenting and building features that leverage generative Ai technology, and we can’t wait to share our announcements later this year.
Over the next five years, Dialpad is committed to the scientific research required to move the benefits of AI to the next level.
CRAIG WALKER
CEO AND FOUNDER OF DIALPAD
AI LABS
Published research
REPORT
Named Entity Recognition
Improving Named Entity Recognition in Telephone Conversations via Effective Active Learning with Human in the Loop
REPORT
Efficient Entity Linking
BLINK with Elasticsearch for Efficient Entity Linking in Business Conversations
REPORT
Sentiment Analysis
Entity-level Sentiment Analysis in Contact Centre Telephone Conversations