Contact centre AI
As customer expectations rise, contact centres need to deliver better experiences—without increasing costs or burning out agents. Dialpad’s contact centre AI is built natively into the platform and can:
Transcribe calls in real-time
Analyse 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 centre solution:
What is contact centre AI?
AI, or artificial intelligence, is a technology that enables machines and computers to perform tasks usually carried out by humans. Machine learning and natural language processing (which you’ll often hear when people talk about AI) are branches, or applications of AI.
Contact centre AI (or CCAI) is the specific application of this technology for use in—you guessed it—contact centres. Generally, CCAI used to automate repetitive tasks and empower agents to deliver a better customer experience more efficiently.
Contact centre AI solutions for your business
Dialpad AI is designed to streamline contact centre operations, enabling businesses to automate routine tasks, enhance agent productivity, and ultimately deliver exceptional customer experiences. In the sections that follow, we’ll explore a variety of innovative Dialpad AI features that can transform your contact centre.
AI Agents to automate routine contact centre 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 can transcribe calls—in real time. (And it can do it more accurately than almost all competitors out there.) Not only that, it also delivers a call summary afterwards with action items to the agent on the call. And thanks to machine learning, the more you use Dialpad AI, the more accurate it gets.
💡 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
What if a supervisor could see customer satisfaction levels for every call their agents are on—in real time? Dialpad AI can identify whether a call is going positively or poorly and show managers the sentiment of all active calls so they can spot problems quickly and jump in to help agents—before things go south.
Increase QA efficiency with automated scorecards
Accelerate quality assurance (QA) reviews, reduce compliance risks, and improve agent adherence with Dialpad's AI Scorecards. Instead of supervisors having to review call recordings manually, Dialpad AI automatically suggests when scorecard criteria have been met and highlights coaching opportunities.
[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 centre AI software into the tools you already use
Whether you use ServiceNow, Zendesk, Microsoft 365, or Google Workspace, Dialpad has a wide range of integrations with most popular business tools. These integrations can automatically log calls and activities, allow you to make phone calls from right inside your CRM, and help create a better omnichannel experience.
Thinking of implementing contact centre 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 centre AI compares to other platforms
Not all contact centre AI platforms are built the same. Dialpad Support for contact centres 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 centre providers.
Dialpad Support vs. other contact centre 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.
Browse the Dialpad product portfolio
Dialpad AI Agents
Deploy autonomous voice and digital agents that take action, trigger automated workflows, and easily scale support organizations
Dialpad Support
Transform customer experience with AI that expedites agent onboarding, simplifies coaching, and boosts CSAT.
Dialpad Sell
Close deals faster with AI-driven outreach, automated playbooks, and real-time in-call sales coaching.
Dialpad Connect
Streamline conversations with an AI-native platform that automates note-taking and delivers real-time insights.
Ready for an AI contact centre 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 centre AI FAQs
We don't think that replacing human agents is the endgame here. That's not our goal at least, as we continue to design our CCAI. For us, AI technology is a complementary piece of an efficient contact centre or call centre team. It can help with self-service customer interactions, but we’re a long way from removing live agents altogether—if that's possible at all. That’s because computer systems still can’t quite deliver the same levels of empathy, emotional intelligence, and initiative that a human can.
In our view, the best way to make the most of the technology is to pair it with the human element, enhancing agent capabilities and empowering agents rather than replacing them—for example, that's why we designed RTA cards to provide handy tips for agents and help steer them through tough questions.
While smart automated tools take care of repetitive and time-consuming tasks, contact centre agents are still the best people for providing excellent customer service, especially to high-value prospects and customers.
The fact that AI is so useful for coaching and support is also beneficial for employee retention in the high-churn contact centre industry. By giving agents the tools they need and reducing customer frustration, you’re creating a less-stressful workspace where humans are happy to stay.
Chatbots definitely have their place. Acting as virtual agents, they can often provide answers to simple questions about opening times and returns policies, or help customers deal with tasks like paying a bill, getting info about an account, making an appointment, signing up to a newsletter, or scheduling a callback from a live agent.
There are plenty of customers who like to start with this option instead of using the phone to contact a business, as they can keep the chat going while they multitask—and interacting with a bot can prove faster than speaking to a real person. Some people just don’t like to talk on the phone, and who are we to judge?
However, chatbots aren't 100% perfect. Some types of queries may still be too complex for them to handle, and although the latest versions include a degree of machine learning, it will take a bit of time for them to get up to speed. This is where conversational AI comes in, since it can learn and improve on its own—think of it as a much smarter chatbot. Reach out to learn how we designed Dialpad's conversational AI to address chatbot's biggest weaknesses!
(Even small businesses often need more than one point of contact for customer support. Because every customer is different, it's best if you can offer omnichannel support—that means phone, email, SMS/MMS or instant messaging, social media, and even video calls. Fun fact: Dialpad Support is used by both small businesses and enterprises because of its intuitiveness and cost-effectiveness.)
Although there will always be times when a customer needs to speak directly to a human agent, self-service options are a great way to empower customers to solve issues themselves. They have the added bonus of freeing up agents to handle other inquiries and tasks, too. AI enables smarter self-service solutions, and ensures that customers are only directed to this option if it’s the most suitable for them.
By using conversational AI and voice recognition in IVR menus, your system can determine the nature of the inquiry and provide a simple answer—for example, if a customer was calling to ask about store opening hours, an agent wouldn’t need to get involved. It can point them toward the FAQ section or knowledge base on your website, or give them the option to leave a voicemail if there’s a queue. AI can also give customers the choice of requesting an in-queue callback, where they leave their details and an agent is notified to call them later.
Using AI’s analysis of data and automated reports, you can view how your customers are using self-service options and make adjustments to improve the experience. (It’s also a great way to build and continuously refine your self-service options. If your records show certain questions come up a lot, you can make sure there’s a written answer easily available, which will reduce the number of incoming calls you’re likely to get!)
Beyond automating routine tasks and enhancing agent productivity, AI can be applied to a variety of other use cases in contact centres.
One such use case is predictive analytics, which can forecast customer behavior and identify trends to proactively address issues before they escalate.
AI can also enhance customer self-service options through intelligent virtual assistants, which can handle a wide range of inquiries and transactions without human intervention.
Another significant use case is sentiment analysis, which allows contact centres to gauge customer emotions during interactions, providing valuable insights that can help tailor responses and improve customer satisfaction.
AI can also optimize workforce management by predicting call volumes and scheduling agents accordingly to ensure optimal coverage.
Additionally, AI-driven quality assurance systems can automatically evaluate and score agent performance, providing consistent and objective feedback to help agents improve their skills.
These diverse applications of AI demonstrate its potential to transform contact center operations and elevate the overall customer experience.
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 understands context, makes decisions, learns over time, and interacts with systems to complete complex workflows end to end.
In contact centres, this means AI that can proactively resolve issues such as booking 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 enabling agents to focus on higher-value, customer-focused interactions.
Common contact centre use cases for agentic AI include handling after-hours enquiries, triaging and intelligently routing incoming calls, scheduling and modifying appointments, and providing real-time order status updates. When situations require empathy or complex judgement, agentic AI can escalate interactions to a human agent with full context. These capabilities also allow organisations to scale contact centre operations more efficiently, supporting higher volumes and extended hours without relying on BPOs or additional domestic hiring.