Dialpad Announces Strategic Vision for Agentic AI
Dialpad is advancing the development of agentic AI to support the next generation of CX, focusing on more adaptive, autonomous customer service.
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Dialpad, Inc., an AI-powered communications intelligence platform, has announced its strategic vision for agentic AI, along with platform updates aimed at improving real-time intelligence and operational efficiency. Dialpad’s Agentic AI platform is designed to support what Gartner refers to as ‘pre-emptive customer service’ – anticipating and addressing customer needs before they become issues.
The platform enables autonomous systems that handle customer interactions proactively, adjust in real time, carry out complex tasks with limited supervision, and manage transitions between AI systems and customer support agents without disruption.
“Dialpad’s journey has always been about more than just communications. Our platform’s unique ability to coach agents in real time is just the beginning, and we will always keep pushing the boundaries further,” said Craig Walker, Founder and CEO of Dialpad.
“We’re laser-focused on revolutionising customer interactions, with systems that adapt in real time and complete complex tasks. This is about transforming CX and empowering businesses to serve their customers in an entirely new way.”
ALSO READ: Dialpad Adds Digital Channels, Virtual Agents To Its AI Contact Centre
Dialpad is developing agentic AI to support evolving CX needs, with a focus on adaptive and autonomous service capabilities. Its contact centre platform currently uses built-in AI features to provide real-time guidance during live calls, and future updates aim to introduce agentic systems capable of managing more complex interactions with limited human input.
Raymond Dunne, Vice President of Operations at Foley, said, “With Dialpad’s AI, we saw an immediate impact. At Foley, regulatory compliance is mission-critical for our customers. We’ve created an extensive AI Live Coach library that serves as a real-time guide, ensuring our agents always provide accurate compliance information. This saves our supervisors hours each week.”
The platform will also include an agent management toolkit, designed to improve efficiency and accelerate time-to-value for agentic implementations by up to 75% compared to typical execution timelines.
Dialpad improved its Microsoft Teams integration by adding contact centre features for Microsoft-focused enterprises. This includes easier setup with direct routing, two-way presence syncing, and a better embedded experience within Teams.
This integration enables organisations to operate Dialpad’s advanced AI-powered features directly within Microsoft Teams while maintaining full visibility, control, and an exceptional CX.
Dialpad’s agentic platform will be available in fall 2025.
ALSO READ: Dialpad Launches AI Labs
