Dialpad Unveils New Contact Center Solution Leveraging AI to Boost Customer Service Efficiency

“By harnessing the power of our native AI capabilities, we’re not just improving efficiency – we’re transforming the entire support ecosystem to benefit agents, managers, and customers alike.”

A Forrester Total Economic Impact report from November 2023, describes how modern contact centers are plagued by long call handle times which are exacerbated by understaffed teams, leading to overworked agents and a poor customer and employee experience. costly, disparate, legacy environment for support software has bred a lack of visibility into agent performance and most alarmingly, unplanned downtime that has resulted in revenue losses – especially as 73% of consumers will switch to a competitor after multiple bad support experiences.

Built to replace outdated, rigid systems, Dialpad Support leverages the platform’s proprietary large language model, DialpadGPT, based on our experience delivering over seven billion minutes of business conversations – the equivalent of over 13,000 years of conversations – to offer AI capabilities that understand specific work contexts and industry challenges, turning every customer conversation into actionable intelligence and automating mundane tasks. This enables support teams to focus on what truly matters: building genuine connections and fostering meaningful relationships with customers.

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Bridging the Customer Service Gap with Practical AI

Dialpad Support tackles the most pressing challenges facing contact centers by providing both agents and their managers the tools they need for success and bringing all customer interactions into one unified Dialpad app. The solution streamlines agent workflows through automated query deflection, real-time guidance, and instant knowledge access—significantly reducing burnout. Managers can provide more effective coaching with unprecedented insight into team performance, thanks to AI-powered tools that analyze customer interactions and deliver tactical insights for continuous improvement to grow and sustain high-performing teams.

“Dialpad Support represents a significant leap forward in how businesses approach customer support,” said Vincent Paquet, Chief Product Officer at Dialpad. “By harnessing the power of our native AI capabilities, we’re not just improving efficiency – we’re transforming the entire support ecosystem to benefit agents, managers, and customers alike.”

As agents become more capable and managers more effective, businesses can deliver a level of service that not only meets, but exceeds customer expectations. Dialpad Support creates a virtuous cycle where empowered agents and informed managers drive customer delight, setting a new standard for customer service excellence.

Key features of Dialpad Support include:

• Ai Agent: A self-serve generative AI virtual agent that can deflect over 50% of questions on day 1 after self-training on a company’s Help Center.
• Ai Assistant: A generative AI chatbot for agents that summarizes answers across various information repositories more comprehensively.
• Ai Scorecards: Scores every interaction automatically to help supervisors quickly identify agents who need more training and recognize top performers.
• Launchpad: A performance dashboard providing immediate visibility into each agent’s call metrics and an at-a-glance view of team performance for managers.
• Dialpad WFM: A workforce management platform following the acquisition of Surfboard that streamlines scheduling, forecasting, and performance tracking.

“Bringing Surfboard’s workforce management capabilities into Dialpad Support opens up exciting possibilities for customer service teams,” said Natasha Ratanshi-Stein, Founder, Surfboard. “Effective WFM is crucial for delivering consistent, high-quality support. By combining our scheduling and forecasting tools with Dialpad’s practical AI, we’re giving support teams the right tools to do their best work – ultimately leading to happier customers and teams.”

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The Future of Customer Collaboration

Dialpad Support is designed to scale, offering impactful and intuitive AI-powered solutions and security controls for call centers ranging from a few to thousands of agents. This scalability, combined with a full suite of real-time AI-powered resources, makes it a truly enterprise-ready solution.

Early adopters of Dialpad Support have already reported significant improvements of some of their key performance indicators:

• 20% reduction in average handle time
• 50% decrease in post-call work for agents
• 75% reduction in manual tasks for managers
• 10% drop in annual agent turnover

“Dialpad has significantly improved the efficiency of our support team,” said Josh Gilmore, VP of Customer Support at RE/MAX. “Our team is now empowered to handle complex tickets smoothly with Dialpad guiding agents through dynamic call flows, making coaching incredibly effective. This flexibility has not only increased productivity but also enhanced the overall customer experience.”

As businesses continue to adapt to hybrid work environments, Dialpad Support is poised to redefine every touchpoint in business and customer collaboration. The solution has already been successful with customers since its first iteration as it increased its user base by nearly half year-over-year. By further developing its AI-enhanced ecosystem, Dialpad continues to enable global businesses to deliver superior customer experiences while driving a new era of productivity, insight, and interaction.