AI-powered communications vendor Dialpad has announced the launch of Dialpad Support, which expands its existing Ai Contact Center into a comprehensive next-generation platform. This enhancement builds on the company’s current capabilities, delivering significant upgrades that transform how businesses manage customer service.
At the core of this upgrade is DialpadGPT, Dialpad’s proprietary large language model. Drawing from over 7 billion minutes of business conversations, it offers AI capabilities tailored to specific work contexts and industry challenges. By automating routine tasks, Dialpad Support allows support teams to focus on more meaningful customer interactions, turning every conversation into actionable intelligence.
“Dialpad Support represents a significant leap forward in how businesses approach customer support. By harnessing the power of our native AI capabilities, we’re not just improving efficiency – we’re transforming the entire support ecosystem to benefit agents, managers, and customers alike,” said Vincent Paquet, Chief Product Officer at Dialpad.
The updated platform is designed to streamline agent workflows and reduce burnout through automated query handling, real-time guidance, and instant knowledge retrieval. It consolidates all customer interactions into a unified app, empowering agents with tools to respond more efficiently. For managers, it offers deeper insights into team performance, using AI-powered analytics to refine coaching strategies and drive continuous improvement.
Key improvements include the Ai Agent, a self-training virtual assistant that can resolve over half of customer inquiries from day one. The Ai Assistant helps agents by summarising answers from multiple sources, enabling faster responses. Enhanced Ai Scorecards automatically evaluate interactions, highlighting areas for training and celebrating top performers. The Launchpad dashboard provides managers with real-time visibility into team metrics, while the Dialpad WFM platform, strengthened by the recent Surfboard acquisition, optimises scheduling and performance tracking.
By scaling these capabilities, Dialpad Support is designed to serve contact centres of any size, offering AI-powered resources and robust security controls. The solution will be available starting November 19.