Dialpad recently announced the arrival of various new AI capabilities for its contact centre solution.
The new features were specifically created for “Agent Empowerment”, according to the brand.
These tools will help contact centre supervisors, agents, and managers to boost their productivity, with tools that streamline CX initiatives.
The tools within the Agent Empowerment ecosystem are particularly valuable to companies embracing the emerging trends of hybrid and remote work.
Dialpad AI Agent Assist, and Dialpad AI QA scorecards empower teams to perform independently and intuitively in a range of different environments.
According to Dialpad, these solutions can also assist business leaders in attracting new team members to the contact centre, at a time when staff are looking for more guidance, training, and support from their employers.
The Latest Agent Empowerment Features
The first of the two new Agent Empowerment features released by Dialpad is “Dialpad AI Agent Assist”, which uses a combination of productivity and AI tools to help agents maintain more productive conversations.
Though this solution is positioned as a standalone tool by Dialpad, it includes several functions, such as AI-driven answer shortcuts, smart scripts, knowledge ingestion, workflows, and automation tools.
AI agent Assist enhances the performance of everyday agents by ensuring they always have the right knowledge to serve and support customers in front of them.
Rather than having to sift through knowledge bases, agents can rapidly access meaningful insights to enhance CX.
According to Dialpad, the tool has already led to a 99 percent rate of successful responses to customer questions, a 66 percent reduction in average call handling time, and a 40 percent reduction in time taken to onboard agents.
The second solution introduced by Dialpad for Agent Empowerment is the Dialpad AI QA Scorecards system. This allows supervisors and administrators to grade calls and share insights with agents in real-time.