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Using synthetic intelligence (AI) to help corporate communications is not new.
In recent years, companies of all sizes have benefited from computerized voice transcription functions in addition to contact media automation. Among the many operators that have created technologies to guide enterprise communications is cloud communications platform Dialpad, which raised US$$170 million in funding at the end of 2021. Dialpad has had AI-powered capabilities over the past five years, enabling enterprise users to consolidate your communications.
Dialpad's AI capabilities have allowed the company to gather more than 3 billion minutes of statistics that are actually being used to help train the next era of functionality.
“The goal is for a company to be able to consolidate all of its communications around Dialpad,” Craig Walker, CEO and founder of Dialpad, told VentureBeat. “The secret sauce that brings this all together collectively is the synthetic intelligence that is developed on this core platform.”
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Currently, Dialpad announced that it is investing US$ 50 million in its new AI Labs initiative, which is an effort to create, vet various, and launch stronger capabilities that aim to provide more predictive and actionable insights to business users.
AI Labs extends Dialpad's customer intelligence platform
The new AI Labs effort will complement Dialpad's flagship consumer intelligence platform, launched on December 6. The customer intelligence platform is a rebrand of the Dialpad cloud communications platform.
Dialpad's consumer intelligence platform integrates contact center functionality with voice, messaging, virtual agents and active transcription for conferences. The platform also includes Dialpad's AI CSAT customer satisfaction technology.
Walker defined that using AI CSAT, Dialpad is in a position to generate a customer satisfaction ranking for every interaction a contact method has with a customer. It's a different method than many companies use, which requires valuable clientele to fill out a survey after a name. Walker noted that publication name searches often have low response citations – anything Dialpad aims to improve with the potential of AI CSAT.
As a unified platform, AI CSAT is capable of checking consumer satisfaction across all digital communications equipment that an organization uses with the Consumer Intelligence Platform, along with chat and email.
What does US$ 50 million in AI investments buy?
For Dialpad, the AI Labs investment is to provide organizations with new types of capabilities that help business operations and customer satisfaction.
AI Labs features will provide experimental aspects that are initially accessible as a preview for Dialpad users.
One such potential future that Dialpad is engaged in is an AI-powered web promoter ranking (NPS), which is a widespread metric to help measure consumer engagement. The analytics efforts noted by Walker are expected to help predict customer churn in the future. Additionally, Walker is asking to develop account health teaching resources to help companies better manage in-person experiences.
As part of an upcoming AI Labs update, Dialpad is asking to improve the means of screening recruiters. Recruiters making candidate screening calls will immediately have the questions they should ask in Dialpad. Candidate responses must be captured through the system, after which they can be fed back into candidate tracking equipment.
There are also percentages for using generative AI to help increase personalization on the Dialpad platform. Dan O'Connell, director of method at Dialpad, noted that his company's platform today has virtual assistants for digital and voice. One of the vital features of the virtual assistant is providing recommended answers to questions.
“Generative AI opens up a number of opportunities around additional personalization for these responses,” O'Connell pointed out.
For example, today, if six customers ask the same question, they will all get the same answer, formatted in the same way. With generative AI, O'Connell said there's a chance to push extra personalization and customization for responses. Overall, O'Connell emphasized that AI Labs' part of the effort is to create new features and provide customers with a place to try them out, as well as provide feedback to help Dialpad improve.
As for why Dialpad is primarily investing US$$50 million as opposed to some other volume, Walker said it's about fueling persistent innovation and getting improvements into users' arms sooner.
“We will invest another US$ 50 million in R&D [research and development], building on everything we are already doing, to continue pushing the limits,” Walker pointed out. “We really need to use this funding in AI to help our consumers gain insights into how to run a much better business.”
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