Dialpad Aims to Boost Agent Productivity with the New Launch

Cloud communications provider Dialpad has launched a suite of tools to help contact center agents and supervisors reduce agent attrition and promote productivity through AI-powered agent assist.

Using an intuitive conversational search engine, Dialpad Ai Agent Assist combines process and compliance automation alongside other agent tools in one unified interface. This way agents reduce app-switching and can easily create traditional conversational interfaces, lowering handle time by up to 66 percent.

“Dialpad’s Ai is a game changer for the contact center because it drives customer satisfaction, prevents customer attrition, and turns the contact center into a profit center,” said Dan O’Connell, Chief Strategy Officer at Dialpad.

Another tool in the release is Dialpad Ai QA Scorecards which measure and improve the quality of agents’ calls by using an objective grading tool.

Further, contact center supervisors and admins can view, edit and delete scored calls they graded, while office admins and QA graders can access all scored calls, and delete any graded call.

To speed up the process of reviewing calls, the US-based company plans to upgrade the scorecards over the next few weeks to automatically flag a scorecard’s phrases and behaviors.

Commenting on the necessity of such solutions for the contact center industry, Keith Dawson, Vice President and Research Director at Ventana Research, said:

“AI-based guidance is a breakthrough technology for contact centers, bringing immediate, relevant assistance to agents in any situation. It relieves the pressure on over-burdened agents while improving the customer’s experience.”

QA Scorecards are currently available to users with Pro and Enterprise Contact Center and Dialpad Sell accounts.

Not too long ago, Dialpad launched Ai CSAT, a real-time predictive engine that enables agents to improve customer satisfaction based on the CSAT scores available seconds after the call.