Conversation intelligence

Fun fact: Dialpad Ai, our proprietary artificial intelligence, can transcribe conversations—in real time—even more accurately than almost all leading competitors. And it’s constantly improving and learning new languages and dialects! One example of how Dialpad Ai can be useful is it lets contact center managers monitor multiple calls at once, since they can just scan the transcripts instead of listening in on each call one at a time. Another example: If anyone on your team misses a meeting, they can just read the transcript to see what they missed.

This is another neat automation that Dialpad Ai can also do. Beyond just transcribing conversations, it can also transcribe voicemail messages! Even if you’re stuck in meetings all day and can’t listen to the messages, you can still read them and not have to miss anything.

What about tricky customer interactions? Dialpad Ai can help with that too! Managers can create RTA (Real-time Assist) cards with tailored notes about tricky topics (like pricing), and set them to pop up automatically on agents’ screens when those keywords are spoken. So, if a customer says “cost,” “price” or “pricing,” (you can customize the trigger words or phrases), that RTA card will pop up—without managers having to personally coach every call.

Whether you want to zoom in on your customers’ most frequently asked questions or understand how your contact center team is handling call volumes, Dialpad comes with heat maps and an analytics dashboard that gives you all that information. No need to contact tech support, no need to wait days or weeks for that data.

Dialpad is a unified communications platform, which means at its core, it’s your phone system, video conferencing solution, and messaging tool—all in one. You can make phone calls, have video meetings, and send SMS/MMS messages from the Dialpad app, and all of these conversation intelligence features are fully integrated into a simple and affordable pricing plan.