Dialpad’s New Agentic AI Resolves 70% of Customer Requests
Autonomous bots handle scheduling, order tracking, lead qualification, and account management without human intervention
Dialpad is joining the ranks of software providers with an agentic AI platform. On Thursday, the cloud communication firm announced the launch of a new service that provides businesses with autonomous voice and text-based bots capable of understanding complex requests and detailed reasoning. They’re also proactive, meaning they won’t just respond to queries, but also act to solve customer problems.
“Customer service has been operating on autopilot for years. We built the override,” Craig Walker, Dialpad’s founder and chief executive, proclaims. “Instead of using AI to deflect customers, we’re using it to solve their problems—quickly, accurately, and naturally. Since Dialpad was first to provide real-time AI coaching to service agents back in 2018, we’re uniquely positioned to lead this next generation of customer experience. This isn’t incremental—it’s an architectural transformation.”
Organizations can now use Dialpad’s platform to automate entire customer journeys, from scheduling and order tracking to lead qualification and account management—all without human intervention. Dialpad claims its new Agentic AI system can autonomously resolve up to 70 percent of customer requests on day one, signaling a major leap from chatbots that retrieve information to AI that actually gets work done.
The platform’s effectiveness is attributed to its “model-mix architecture,” which combines Dialpad’s proprietary AI models with large language models (LLMs) from the broader AI ecosystem. This integration allows the system to dynamically select the optimal AI model for each task, balancing speed and complexity to provide efficient and accurate resolutions.
Still, Dialpad’s new offering isn’t exactly a novel concept. In fact, it’s not even unique to the customer service industry, as it competes with Zendesk’s Resolution Platform, Twilio, Intercom, Salesforce’s Agentforce, Google, and Sierra. However, Dialpad retorts that there are four capabilities it asserts are “unmatched” by its rivals:
Dynamic intelligence architecture: Dialpad’s agents can learn from every interaction, enabling them to create a detailed data plane that anticipates what the customer needs before it’s voiced
Low-code agent development: Users can build and test bots in a matter of weeks, not quarters, complete with solid intelligence and sandbox simulations
Seamless context continuity: The agents can maintain the conversation with customers no matter where it takes place, e.g., voice, chat, SMS, WhatsApp, or any other medium
Trust by design: Dialpad offers enterprise-grade policy enforcement with all personally identifiable information automatically redacted. Moreover, agents come with real-time safety monitoring integrated.
“Organizations don’t just need AI that can act—they need AI they can trust to act,” Shezan Kazi, Dialpad’s head of AI transformation, quips. “With Dialpad’s agentic AI, customers can instantly deploy production-grade voice and chat agents that understand intent, plan actions, and execute them across CRM, support, and back-office systems—all with enterprise-level safety, observability, and control.”
Though announced, customers won’t be able to use the agentic AI platform immediately. Dialpad is limiting access to select early access users.