On November 12, 2024, Dialpad launched Dialpad Support, a next-generation AI-powered contact center solution designed to enhance customer service efficiency. This innovative platform addresses the common challenges faced by modern contact centers, such as long call handling times and understaffed teams, which often lead to agent burnout and poor customer experiences.
Leveraging its proprietary large language model, DialpadGPT, Dialpad Support transforms customer conversations into actionable insights while automating routine tasks. This allows support teams to focus on building meaningful relationships with customers. Key features include an AI Agent that can deflect over 50% of inquiries after minimal training, an AI Assistant that provides comprehensive answer summaries for agents, and AI Scorecards that evaluate interactions to identify training needs.
The platform also integrates workforce management tools acquired from Surfboard, enhancing scheduling and performance tracking. Early users of Dialpad Support have reported a 20% reduction in average handling times and a 10% drop in agent turnover, showcasing the impact of te AI solution on productivity and employee satisfaction.
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Vincent Paquet, Chief Product Officer at Dialpad, emphasized that this solution not only improves efficiency but also transforms the support ecosystem for agents, managers, and customers. Dialpad Support will be available starting November 19, promising to redefine customer collaboration in hybrid work environments.