Dialpad has announced an investment of $50 million into the research and development (R&D) of artificial intelligence (AI) related technologies to further develop features for predictive insights and process automation.
Ever since releasing the first real-time speech recognition engine for business conversations, Dialpad has enhanced its Ai capabilities by offering features such as real-time assist (suggested answers to questions), virtual agents (Ai-powered self-service web and chatbots), and Ai CSAT (inferred customer satisfaction from service conversations), to name a few.
“Over the next five years, Dialpad is committed to the scientific research required to move the benefits of AI to the next level. Dialpad’s intuitive Ai insights will simplify how work is done by enabling the end-users to become more informed decision-makers and better understand customers’ unique needs,” said Craig Walker, CEO, and founder of Dialpad.
With the economic situation and the constant technological advancements, contact centers need to be armed with Ai to meet their customers’ needs. 63% of consumers expect organizations to be aware of their needs in real-time. In contrast, only 14% of marketing executives believe they can do so.
“There is a huge opportunity to leverage Ai to drive customer intelligence for every business in the world, which is why we’re bullish on Ai-powered insights such as Ai CSAT, churn prediction, and revenue prediction. Another major area for us is workflow automation; leveraging Ai to save time and increase productivity; so we’re doubling down on our search and information retrieval capabilities to do things such as suggest answers to questions and append notes to CRM records. This additional investment ensures that we will remain a leader in delivering cutting-edge Ai-powered features. We have a unique and exceptional Ai team made up of industry experts in product, engineering, and research. Dialpad Ai Labs provides an opportunity to leverage this talent to further experiment in Ai-feature development and push boundaries in exploration,” said Dan O’Connell, Chief Strategy Officer at Dialpad.
In June 2022, Dialpad released a real-time customer satisfaction score (CSAT), - Ai CSAT - which allows companies to identify customer satisfaction from any digital or voice conversation automatically, with no need for additional software or post-call surveys.
The investment, as well as the launch of Dialpad Ai Labs, adds to its recent launch of an Ai-Powered Customer Intelligence Platform and its goal of integrating Ai across all channels, including Ai Contact Center, Ai Sales, Ai Voice, Ai Meetings, and Ai Messaging.
Dialpad Ai Labs is currently available to qualified Dialpad customers.
