MetriNote – Dialpad Announces Solution that Uses AI to Improve Customer Support

Author: Robin Gareiss, CEO and Principal Analyst, Metrigy

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November 12, 2024 – Dialpad has announced a suite of products called Dialpad Support, which primarily uses the company’s proprietary large language model (DialpadGPT) to help improve each customer interaction. Among the components are Ai Agent, a generative AI (GAI) self-service agent; Ai Assistant, a GAI chatbot that summarizes answers for agents; Ai Scorecards, which score each interaction to help supervisors identify agents in need of coaching; Launchpad, a performance dashboard that provides real-time visibility into each agent’s metrics; and Dialpad WFM, a workforce management platform generally designed for up to 500 agent seats. During a Metrigy briefing with Dialpad executives, they said each piece of the product addresses their goals: 1) Delight customers; 2) Coach better; 3) Empower agents.