Dialpad and Zendesk have become the latest prominent CX tech providers to launch GPT-powered innovations, with the promise of more to come.
The move is a significant shift for Dialpad, which has so far kept the development of its AI portfolio in-house, avoiding third-party partnerships.
However, it is now promising to leverage the power of large language models (LLMs) to release 12 generative AI features in the next 12 months for its Ai-Powered Customer Intelligence Platform.
Again, this potentially highlights the disruptive potential CX vendors see in generative AI.
Indeed, Dialpad promises to deliver "industry-first capabilities" by combining its original AI models with LLMs and its proprietary datasets.
Undoubtedly, its team is hard at work building those. Yet, in terms of its first four generative AI features, they are similar to those put forward by rival vendors.
First is an auto-summarization tool known as "Ai Recap." The solution generates intent, outcome, and action items across all voice conversations on its platform.
The solution is similar to those put forward by several of its rivals - including NICE, Talkdesk, and Five9 – in recent months.
Yet, Dialpad is also releasing additional generative-AI-enabled WFO capabilities.
One is called "AI Scorecards", which monitors every customer conversation and scores the agent’s performance. QA specialist EvaluAgent unveiled a similar solution earlier this month.
However, its new "Coaching Hub" solution is more original, providing a real-time platform that delivers real-time performance insights to agents.
Before, Dialpad would parse post-call recordings and transcriptions to generate this intelligence, delaying the feedback and analysis. Now, it is much more timely.
While some vendors do this without generative AI, they are still few and far between. Dialpad has harnessed the power of LLMs to catch up with industry leaders in this regard.
The fourth and final feature is "Ai Playbooks." The solution offers real-time guidance to agents when a customer asks a particular question, or they kickstart a predetermined sales process.
In addition, it provides post-conversation reporting to suggest how agents can secure better outcomes in the future.
While these features are perhaps not yet trailblazing, the release of these capabilities – and the promise of more to come quickly – is testament to Dialpad’s in-house AI expertise.
Adding to this sentiment, Craig Walker, CEO and Founder at Dialpad, stated: