Business communications service provider Dialpad inc. today announced the launch of Dialpad Support, a comprehensive, next-generation platform that it says will transform the way businesses approach customer service.

Dialpad Support was designed to solve the problem that modern contact centers face long call processing times, often exacerbated by understaffed teams that lead to overworked agents and poor customer experiences. and employee. Dialpad says the current costly and disparate environment for support software has created a lack of visibility into agent performance and unplanned downtime that has resulted in lost revenue.

Designed to replace outdated and inflexible systems, Dialpad Support leverages the platform’s DialpadGPT, a vast language model trained on over 7 billion minutes of business conversations or the equivalent of over 13,000 years of training, to deliver capabilities AI tools that understand specific work contexts and industry challenges. The result, according to the company, is the ability to turn every customer conversation into actionable insights and automate mundane tasks, allowing support teams to focus on what really matters: establishing what it claims to be. real connections and foster meaningful relationships with customers.

Dialpad Support addresses critical contact center challenges by equipping agents and managers with essential tools and unifying all customer interactions within a single application. The service improves agent workflows through automated query deflection, real-time guidance, and instant access to knowledge, effectively reducing burnout.

Managers also gain deeper insights into team performance through AI-powered analysis of customer interactions, enabling more effective coaching. Dialpad claims that tactical insights drive continuous improvement, helping to build and maintain high-performing teams.

Key features include ‘Ai Agent’, which diverts more than 50% of inquiries within two weeks, while an ‘Ai Assistant’ chatbot provides comprehensive response summaries to support agents.

Additionally, Ai Scorecards automatically evaluate interactions, helping supervisors identify training needs and top performers. The platform includes Launchpad for real-time performance visibility and Dialpad WFM, which optimizes planning and forecasting after integrating Surfboard’s workforce management tools.

“Dialpad Support represents a significant step forward in the way businesses approach customer communications,” said Vincent Paquet, Chief Product Officer. “By harnessing the power of our native AI capabilities, we’re not just improving efficiency: we’re transforming the entire support ecosystem for the benefit of agents, managers and customers.

Dialpad was already making headlines in October when it announced it had acquired Surfboard Technology Ltd., a cloud-based workforce management platform startup, for an undisclosed price.

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