Dialpad has launched a "world-first" agentic AI Platform, which it believes will "define the future of customer service".
The agentic AI Platform promises to deliver autonomous voice and chat agents that go beyond the generative-AI-infused chatbots that many contact centers have deployed to retrieve answers from knowledge and data sources.
Instead, they reason, adapt, and take actions across business systems, as a human agent would, to automate longer tail resolution flows.
The likes of NiCE, Genesys, and Five9 have made similar AI agent announcements. However, in delivering a single platform for building and deploying these agents, which continually learn over time, Dialpad hopes it will lead the charge into the next era of customer service.
As Craig Walker, CEO and Founder of Dialpad, said: "While ‘competitors’ continue to offer basic FAQ retrieval systems and play digital librarian, we're delivering AI that executes.
This isn't incremental improvement - it's architectural transformation that’s defining the new era of customer experience.
Driving home the significance of the transition from passive retrieval to autonomous action, Dialpad claimed its agentic AI Platform can resolve between 60-70 percent of customer requests on the first day.
To help customers achieve this, it plans to support customers in orchestrating AI agent-led resolution flows for many of their most common contact reasons, helping brands gain confidence in the technology. That includes managing refund requests, scheduling appointments, tracking orders, and more.
Dialpad has also built the AI agents directly into its enterprise communications platform, allowing businesses to deploy them across any channel and simplifying integration for contact centers adopting the technology.
Also, the vendor promises that if its AI agents are unsure of which resolution path to follow, they'll escalate immediately to a live agent, who receives the full conversation context.
However, in theory, these escalations should decrease over time, as the AI agents learn, follow the lead of high-performing reps, and start driving improved customer outcomes.
That's not to say that customers should be hesitant to dive in more quickly, per Shezan Kazi, Head of AI Innovation at Dialpad.