Dialpad’s ’12 Months of Ai’ Continues with a Tool for Sales and Customer Service

Dialpad has unveiled Custom Ai Playbooks, a tool designed to offer real-time coaching and adherence guidance to sales and customer service teams before, during, and after customer calls. Custom Ai Playbooks harness the power of Dialpad's real-time speech recognition and generative AI technology.

Its primary purpose is to enhance team efficiency, boost productivity, and ensure that sales teams adhere to the best practices that drive essential Key Performance Indicators (KPIs).

“Custom Ai Playbooks for industry-specific LLMs is the future of tangible Ai. It’s Dialpad's version of an Ai Copilot, a conversational interface built specifically to support users with rapid decision-making. With tailored recommendations, leaders can curate sales, customer service, and recruiting processes specific to their company and customer needs. The democratization of AI has been a goal of Dialpad’s since its inception, and Custom Ai Playbooks marks a new milestone in making AI accessible for all,” said Dan O’Connell, Chief Ai & Strategy Officer at Dialpad

Custom Ai Playbooks facilitate revenue growth by offering a well-defined structure and immediate guidance for sales and customer service interactions. Leveraging Dialpad's generative AI model, Playbooks record and analyze agent and customer interactions during each call, monitor the adherence of agents to predefined questions and actions, and provide post-call analytics. These insights help managers make informed business decisions, identify areas for coaching and improvement, and drive more intelligent strategies for growth.

Improving time management and streamlining agent onboarding  

Custom Ai Plabooks provide a consistent approach for sales managers and supervisors to track and train their teams in real-time. This allows these leaders to redirect their focus and efforts to more strategic tasks, as they can rely on the Playbooks to maintain consistency in coaching and adherence to key performance indicators (KPIs).

Additionally, they reduce the time it takes for new agents to become fully productive and minimize the challenges associated with coaching. The standardized methodology and clear expectations during live calls streamline the learning curve for new team members.

These Playbooks help pinpoint areas where agents may need additional coaching or improvement. By identifying specific aspects of the prescribed methodology that agents struggle with, they enable more effective one-on-one coaching sessions between managers and their teams.

Moreover, they enhance the efficiency of sales reps and agents by providing tailored questions for each stage of the sales process, all based on proven sales methodologies. This boosts the customer pipeline and increases the likelihood of closing deals, ultimately leading to better KPI achievement.

Organizations can tailor their coaching methodologies to their specific business needs, and users can customize Playbook templates and create new methodologies that align with their unique KPIs, ensuring a more personalized and effective approach.

The latest addition to the 12 Months of Ai series  

Custom Ai Playbooks represents the seventh addition to Dialpad's ongoing "12 Months of Ai" product series. This initiative involves releasing a new AI-powered feature every month aimed at revolutionizing how businesses support, engage, and connect their employees, regardless of their global location. Since the launch of this initiative in April, Dialpad has made significant strides, investing a substantial $50 million in AI research and development, leading to the introduction of various AI products, including Ai Recap, Ai Scorecards, Ai Playbooks, Ai Coaching Hub, PII Redaction, and DialpadGPT.