Dialpad has introduced new AI-powered tools aimed at helping reduce workload for contact center supervisors, managers, and agents.
The first, Dialpad Ai Agent Assist, enables process and compliance automation while bringing contact center tools into one dashboard. The company says this can help reduce average handling time by up to 66 percent.
Dialpad Ai Agent Assist can also feed knowledge from legacy knowledge systems, reducing the knowledge management time by over 60 percent, said the company.
The second new tool is Dialpad Ai QA Scorecards, which helps agents stay on track during calls, ensure compliance, and guide supervisors through the quality assurance process.
Dialpad said it will also soon update its QA Scorecards by automatically flagging particular behaviors and pre-filling scorecards to enhance call reviews.
“Dialpad’s AI is a game changer for the contact center because it drives customer satisfaction, prevents customer attrition, and turns the contact center into a profit center,” said Dan O’Connell, Chief Strategy Officer at Dialpad.