Contact center AI solutions
As customer expectations rise, contact centers need to deliver better experiences—without increasing costs or burning out agents. Dialpad’s contact center AI is built natively into the platform and can:
Transcribe calls in real-time
Analyze sentiment of conversations while they're happening
Coach agents live with AI-powered guidance and insights
And more
Book a walkthrough of Dialpad’s AI-native contact center solution:
AI Agents to automate routine contact center interactions
Dialpad’s AI Agents autonomously resolve first-tier and after-hours inquiries for voice calls and digital interactions—handling tasks such as appointment scheduling, order tracking and updates, follow-ups and confirmations, refunds or account management, and even personalized recommendations—without human agent intervention.
Complex or sensitive issues are intelligently routed to the right human agent with full context, reducing operational load and enabling teams to focus on high-value, customer-critical conversations.
Real-time call transcriptions for faster coaching
Dialpad AI delivers live call transcriptions, giving supervisors instant visibility into active conversations so they can coach in the moment and prevent escalations. Automated post-call summaries with clear action items reduce manual work, speed up follow-ups, and drive consistency across your AI contact center operations.
💡 Fun fact:
Dialpad AI can even automatically tell the agent if they are speaking too quickly or using too many filler words.
Track keywords to uncover trends across customer conversations
In an AI-powered contact center, visibility into recurring themes is essential. Dialpad surfaces trending keywords and phrases across conversations, helping teams quickly identify emerging issues, product feedback, and common customer concerns. With these insights built directly into your contact center AI solution, leaders can refine workflows, update resources, and resolve systemic problems faster.
Protect customer relationships with real-time sentiment analysis
In an AI contact center, every conversation is a chance to strengthen—or damage—a customer relationship. Dialpad AI analyzes sentiment in real time, giving supervisors live visibility into which calls may be at risk of escalation. With the ability to intervene at the right moment, managers can support agents proactively, resolve issues faster, and protect customer satisfaction before problems intensify.
Increase QA efficiency with automated scorecards
In an AI contact center, quality assurance shouldn’t rely on limited manual sampling. Dialpad’s AI Scorecards automatically evaluate calls against predefined criteria, expanding QA coverage while improving scoring consistency across teams. By surfacing coaching opportunities and compliance risks in real time, supervisors can deliver more reliable feedback and drive continuous performance improvement at scale.
[AI Live Coach Cards] really helped us build out the way we train CSRs, [as it] pulls up guidance for them right away as opposed to making them reach out to someone else.
Jude Tungul
Business Operations and Intelligence Manager at Westward360
Measure customer satisfaction without surveys
Not getting enough responses on your CSAT surveys? Dialpad's industry-first AI CSAT feature can infer customer satisfaction from conversations—without customers having to fill out any surveys! Not only does this give you a more holistic understanding of your true CSAT scores, it also gives you a much larger sample size of feedback to use in agent training.
I love AI CSAT because people tend to respond to surveys if they're very happy or very mad. But if you're neutral, you don't respond. So the AI-driven customer satisfaction score gives us that texture that we miss when it's customer-generated.
Brooks McClary
Senior Director of Sales Performance at BNI
Bring contact center AI software into the tools you already use
Dialpad’s contact center AI software integrates natively with platforms like Salesforce, Zendesk, ServiceNow, Microsoft 365, and Google Workspace—embedding AI-powered assistance directly into the systems your teams already rely on. Calls, activities, and transcripts are logged automatically, while real-time guidance surfaces inside your CRM, eliminating tool switching and enabling faster, more informed responses in your AI contact center.
Thinking of implementing contact center AI?
Book a demo to see how Dialpad Support's features can provide real-time insights and assistance for both agents and supervisors.
How Dialpad’s contact center AI compares to other platforms
Not all contact center AI platforms are built the same. Dialpad Support for contact centers is designed as an AI-first, cloud-native solution, powered by our proprietary DialpadGPT, so real-time transcription, automation, and omnichannel capabilities are built directly into the core platform, not layered on through third-party integrations.
The result is faster time-to-value, stronger data consistency, and lower total cost of ownership compared to legacy contact center providers.
Dialpad Support vs. other contact center platforms
Proprietary AI
- Leverages its own cutting-edge Large Language Model (DialpadGPT) to deliver highly accurate, real-time transcription
- Typically rely on third-party integrations or external LLMS to provide AI features
🌟 Native AI capabilities
- AI features like real-time transcription, omnichannel, and self-service chatbot functionality are built right into the platform
- AI features are typically provided through third-party providers, which can lead to inconsistencies and challenges with data accuracy, security risks, and higher costs
⏰ Time-to-Value (TTV)
- Setting up a new contact center and AI features takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration
- Setting up new users can take days or weeks, requiring significant professional services involvement
💰 Total Cost of Ownership (TCO)
- Transparent pricing includes access to AI-powered features, including real-time transcription, coaching, and omnichannel capabilities
- May entice customers with a low initial price point that doesn’t include many needed features.
Parcourez le portefeuille de produits Dialpad
Dialpad AI Agents
Déployez des agents vocaux et numériques autonomes qui agissent et déclenchent des workflows automatisés.
Dialpad Support
Une soloution d''assistance et de centre d'appel hébergée dans le cloud pour guarantir une expérience client exceptionelle.
Dialpad Sell
Une solution d'aide à la vente hébergée dans le cloud et dotée d'une IA qui permet aux commerciaux à réaliser plus de ventes.
Ready for an AI contact center solution?
See how AI can help you provide an exceptional customer experience, train agents at scale, and more. Book a demo to see it in action.
Contact center AI FAQs
AI in contact centers is designed to complement, not replace, human agents. While AI can handle repetitive tasks and enhance self-service, it can't replicate the empathy and emotional intelligence that agents provide. The goal is to empower agents with AI tools, like real-time assistance, to improve their performance and reduce stress, to achieve better customer service and higher employee retention.
Chatbots serve as effective virtual agents for simple tasks like answering FAQs or scheduling calls. However, they may struggle with complex issues. Conversational AI, a more advanced form of chatbot, can learn and adapt to improve over time, making it a better option for small businesses needing efficient, scalable customer support across multiple channels.
AI enhances self-service by using conversational AI and voice recognition to address basic inquiries, like store hours, without agent involvement. It can also direct customers to FAQs, provide callbacks, or provide self-service options. This empowers customers to find solutions independently on their own time, and frees up agents for more complex tasks.
Beyond automating routine tasks and enhancing agent productivity, AI can be applied to a variety of other use cases in contact centers. It can automate routine tasks, provide predictive analytics to forecast customer behavior, and enhance self-service through intelligent virtual assistants. AI can also do sentiment analysis by analyzing the words a customer uses, and optimize workforce management by predicting call volumes based on historical patterns.
Agentic AI refers to a new class of artificial intelligence that goes beyond traditional generative AI by autonomously acting on your behalf — not just generating responses or insights, but planning, reasoning, and executing multi-step tasks with minimal human intervention. Unlike basic automation or scripted chatbots, agentic AI perceives context, makes decisions, learns over time, and interacts with systems to complete complex workflows end-to-end.
In contact centers, this means AI that can proactively resolve issues such as scheduling appointments, tracking orders, updating records, or initiating follow-ups without requiring an agent to trigger each step manually. It represents a shift from AI that assists to AI that acts, helping to reduce routine work and enable agents to focus on higher-value, empathy-driven interactions.
Common contact center use cases for agentic AI include handling after-hours answering, triaging and intelligently routing incoming calls, scheduling and modifying appointments, and providing real-time order status updates. When situations require empathy or complex judgment, agentic AI can escalate interactions to a human agent with full context. These capabilities also enable organizations to scale contact center operations more efficiently, supporting higher volumes and expanded hours without relying on BPOs or additional domestic hiring.