We’ve been focusing on Artificial Intelligence quite a bit recently as we are finally beginning to see some real world applications within Business and Unified Communications. So Dialpad’s latest announcement is pretty timely — they just launched Dialpad Support, a new AI-powered call center platform.
With native real-time artificial intelligence, Dialpad support enables teams to leverage some impressive features to improve first call resolution, discover and act on actionable insights, and of course enhance the overall customer experience.
Of course, that’s what we hear from most providers when they have something new and exciting to share — so I want to take a closer look at exactly what Dialpad Support offers.
A Dialpad Powered Call Center, With AI
Well, right off the bat Dialpad Support lives up to its name — the platform is a complete contact center and support application. But, since Dialpad already offers one of (if not the) only AI-driven business communications platforms, they naturally continued that paradigm when developing their call center software.
Dialpad Support of course includes the standard features and functionality we have come to expect out of a cloud call center solution, as well as some of Dialpad’s strong-points, including:
- Real-time service level dashboards
- Supervisor Alerts for key metrics
- Deep integrations with tools like Zendesk, G Suite and Office 365
- Seamless Coaching and Quality Management
Now this is all fairly standard, and those already using Dialpad’s platform will be happy that their favorite features are back.
But, of course, since this is a new iteration with AI baked right in, Dialpad Support now includes some powerful and innovative Artificial Intelligence functionality:
- VoiceAI powered Real-time call transcription
- Sentiment Analysis
- Coaching Capabilities for Agents
Essentially Dialpad has redesigned their call center solution, and introduced modern AI with real-time natural language processing capabilities to power truly useful functions, like the previously mentioned real-time call transcription. These are some really strong features to improve the overall customer experience.
This one in particular stands out to me, with experience working as a technical support agent. Sometimes you just miss what a client said, and a transcript of what was said right in front, in real-time, can be a life saver. Instead of asking the client to repeat themselves, throwing off the conversation, and redirecting their train of thought, the agent can keep the customer’s experience focused and still clarify the info they need. I think this is a really strong example of the usability boost that AI can really provide.
Of course, on top of all this AI goodness, Dialpad also managed to squeeze in some UI improvements, and even some UX features with new “easy-to-use” admin functions and real-time dashboards.
What Can Your Business Do With AI?
Now it is one thing to list out some fancy sounding features to make a platform sound impressive. But I wanted to offer some more real-word insight into just exactly what AI can help your team really do. For example, as I mentioned above, real-time transcription can provide a giant boost to agent efficiency thanks to the quick resource, while enabling them to keep the conversation and experience flowing naturally.
Dialpad Support is a great example to show how AI functions can really help improve your organization’s productivity, and the customer experience at the same time. Let’s take a look at some of Dialpad Supports feature’s to really highlight the benefits.
- Real-time sentiment analysis and service level dashboards: Complete, real-time view of customer data and sentiment, plus agent productivity and performance metrics.
- Real-time call transcription: Stay up to speed on conversations as they occur, not after they finish.
- Real-time recommendations: Conversational guidance so agents always have the right information at the right time with AI powered real-time tips
- Real-time alerts: Customized email and SMS alerts on key metrics like wait times, queue length, and abandonment rates.
- High-speed performance: Intelligent call routing and queuing connects callers with agents faster.
I’ve touched on the concept of Sentiment Analysis in a couple of my other articles as well, highlighting the massive boost that this information can provide to an agent’s performance and empathy within a difficult support situation. With these tools in front of them, agents are simply more empowered to find the information they need, and provide callers and clients with the right solution.
For example, with real-time AI powered recommendations, as well as sentiment analysis, agents will not only have a better understanding of what callers are feeling, but tips and recommendations will be fed to the on how to best handle that situation — all without the need for another person to interject and become involved in the situation.
This has that dual pronged effect of both improving your agent’s overall performance and empathy towards the client — they understand what the caller is feeling, and how to react to it — while saving themselves time, and the time of a supervisor or other agent that would otherwise take time to assist.
The Bottom Line
Artificial Intelligence is without a doubt the latest paradigm shift within Contact Center platforms. We have previously discussed the concept of Gartner’s hype cycle, and I think it is always important to keep this frame of reference in mind when looking at these newest innovations and announcements.
We are really beginning to see AI make its way into not only the high-end Enterprise level solutions, but much more accessible platforms as well. Dialpad is a particularly interesting player in the space, with an overall affordable platform — even going as far as to offer their solution entirely free, with a few catches of course — yet still including truly innovative functionality with AI.
At the end of the day, this continues to illustrate how far AI is being pushed into the mainstream of business communications, and we are still just at the tip of the iceberg.