During the recent Google Next event, Dialpad showcased its latest generative AI (GenAI) innovation for contact centers.
To the surprise of few observers, Dan O'Connell, Chief AI & Strategy Officer at Dialpad, started with an auto-summarization feature – which many rival CCaaS providers also offer.
Indeed, O'Connell highlighted how large language models (LLMs) could condense an entire customer conversation into four or five punchy sentences.
In doing so, he showcased how Dialpad has teamed up with Google Vertex to create such a solution.
Yet, he then said something more profound:
A lot of us are caught up in the idea of summarization. We forget the ability to leverage LLMs for categorization – and that is one of the biggest opportunities.
Already, Dialpad allows its customers to categorize each conversation by purpose and outcome. That enables contact centers to track their demand drivers and first contact resolution (FCR) rates more accurately.
Moreover, Dialpad also lifts action items to support agents in their post-interaction processing activities – as evident in the following screenshot.
These actions – alongside the auto-summarizations – streamline post-contact workflows, shaving seconds from every contact center conversation.
All this is available in Dialpad’s Ai Recap solution, which is "out of the box" – as per O’Connell.
Yet, this solution is one of several, Indeed, Dialpad has released a slew of such features since April, when it promised to release 12 GenAI features in 12 months for its Ai-Powered Customer Intelligence Platform.
Further GenAI Innovations from Dialpad
First, Dialpad has expanded its Auto-QA function with GenAI to automatically surface coaching and positive recognition opportunities from every customer conversation.
With this, quality analysts can spot repeated agent performance problems and recommend targeted coaching.
