Ai Assistant

Give your agents AI-powered answers on demand! With Dialpad's Ai Assistant, agents get instant and highly accurate answers from connected knowledge bases using advanced Generative AI — without switching browsers or apps. With built-in analytics, supervisors can see which questions customers ask most and identify gaps in documentation and agent knowledge.

With faster resolution times and improved customer interactions, it's a win-win for both agents and customers alike.

Let's dive into the details.

Who can use this

Ai Assistant is available to Dialpad Support and Dialpad Sell users on a Premium plan.

Create an Ai Assistant

To create an Ai Assistant, head to your Dialpad Admin Settings.

Note

You must be a Company or Office Admin to create an Ai Assistant.

1. Select Dialpad Ai

2. Select Ai Assistants

3. Select Create Ai Assistant

   

4. Name the Ai Assistant

   1. Your Ai Assistant’s name is for internal purposes only, it’s not the name the bot will refer to itself in conversations with your agents.

5. Choose the Ai Assistant’s default language and select additional supported languages

   1. A knowledge base is created for each language.

   2. You can only have 1 default language.

6. Enable Generative Ai Assistance

7. Name your Ai Assistant and company

8. Select the industry and role

9. Check the box confirming you will not use the Ai Assistant to process or store protected health information

   

10. Select Create

That’s it! Your new Ai Assistant is ready to be connected to your knowledge base and/or website(s).

Tip

You can update these settings at any time by selecting the gear icon.

Add knowledge to an Ai Assistant

Now that your Ai Assistant has been created, it's time to give it knowledge by connecting sources. This could be an internal knowledge base, a public-facing Help Center, or any external website.

Ai Assistants can sync with the following content management platforms:

• Zendesk

• Document360

• Box

• Google Drive

  • You must select a specific folder, not the entire drive.

  • Google docs, PDF, HTML, TXT, and MD files are supported.

These knowledge connectors sync every 12 hours, so if you update an article in your Help Center, the chatbot’s connected knowledge will update automatically.

You can also use our custom web crawler to add content from any website.

Webcrawler configuration

When using a custom webcrawler, you can crawl selected pages or the entire website.

If crawling only specific pages, you’ll need to configure the following details:

• Base URL: The root of the website that will be crawled (this will act as the reference point for the entire domain).

• Starting Pages: The specific entry points for the crawling process. They are the actual URLs where the crawling starts but not necessarily the root of the website.

  • These URLs can be deep links that point to specific pages within the domain.

• Labels: Specify a label to be applied to each imported document. This can be useful for distinguishing documents from other sources (e.g. uploads).

You can also customize your webcrawler using the following advanced settings:

• Ignore meta directives: Instruct the crawler to disregard <meta> tag directives such as robots="noindex, nofollow" that are normally used to control how search engines index and link to a page.

• Force crawl: Instead of relying on the sitemap to discover which pages to crawl, force crawl dynamically discovers the pages by fetching and processing every discoverable link, beginning with the starting pages.

• Use custom agent: Specifies a custom user agent string.

  • Ignore page locale: When set, the crawler ignores any locale specified by the page (via HTML lang attributes, HTTP headers, or meta tags) and instead treats the content as if it fits the desired locale.

• CSS selector: Use a custom CSS selector to specify what content to scrape from each page.

  • Minimum wait duration: Customize the delay between crawling each page.

⚠️ If you’re using the custom webcrawler, you must have legal rights to use the crawled and imported content from all linked websites.

Not limited to websites, you can also upload helpful documents! Documents don’t sync with Dialpad, meaning if you update your file, you must remove it and upload the newest version.

To add knowledge to your Ai Assistant, head to your Dialpad Admin Settings.

1. Select Dialpad Ai

   Select Ai Assistants

2. Select the desired Ai Assistant

3. Navigate to Documents

4. Select Configure sources
   

5. Select the desired option

   1. If you’re connecting to a content management system, you’ll need to provide additional details such as your domain, API key, or locale.

6. Follow the prompts, then select Save

Want to upload individual documents?

Select Upload to add unique files.

*Individual documents cannot be larger than 5 MB.

Response types

Create unique responses to guide your users to specific information. The chatbot uses these responses when a customer's question matches the training questions you provide.

Responses are located in the Responses tab of your Ai Assistant admin portal.

Dialpad offers 4 different types of response types:

• Text-only: Custom phrases written directly in the text editor.

  • Includes basic formatting and inbound links.

    

• Rich Media: Custom phrases written in the text editor, accompanied with image or video content.

  • Max upload size: 5 MB

  • JPEG, PNG, or GIF

  • Upload or embed functionality (must be publicly available)

    

• Call to Action: A responsive button that directs the user to a specific website.

  • Be sure to enter the complete URL, including https://

    

• Choice: A menu linking 2 or more responses.

  • We recommend linking no more than 10 responses in one choice menu.

    

Create a response

To create a response, navigate to the Responses tab.

1. Select Create response

2. Name the response

   1. The response name should match the question

3. Select Create

   

4. Choose the desired response type

   

5. Add a minimum of 5 trigger words and phrases

6. Add labels (optional, but strongly recommended)

7. Select Save as draft, or Publish

   

   *Responses are not visible to end-users until published

Best practices

• Use at least 3 labels per response.

• Match the response title to a trigger phrase and use a variety of trigger phrases for each response.

• Less is more — be economical with copy.

• Avoid duplicating by searching for existing responses before creating a new one.

Default messages

Default messages are automated responses presented to users based on specific behavior.

Dialpad offers 4 types of default messages:

• Welcome message: The first message that appears when Ai Assistant opens.

• No answer: The message that displays when the chatbot cannot find an answer.

• Positive feedback: The message that displays when a user gives a thumbs up to an answer.

• Negative feedback: The message that displays when a user gives a thumbs down to an answer.

To access your chatbot’s default messages, head to your Ai Assistant Admin Settings.

1. Select Dialpad Ai

2. Select Ai Assistants

3. Choose the desired Ai Assistant

4. Select Default messages

   

To change a default message:

1. Select the drop-down menu beside the default message

2. Choose the desired response

3. Select the response from the list, or search for the response name

   

4. View the new response in the preview panel

5. Select Save changes

Test your chatbot

Quickly verify your chatbot’s responses using the Try Now feature.

From your Admin Settings, navigate to Dialpad Ai.

1. Select Ai Assistants

2. Navigate to the desired chatbot

3. Select the play button from the Ai Assistant’s widget

   

4. Enter the desired question and check your Ai Assistant’s response

   

Connect the Ai Assistant

Once your Ai Assistant has been built and tested, it's time to connect it to your Contact Center so that agents can use it.

To connect an Ai Assistant to your Contact Center, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the desired Contact Center

3. Select Dialpad Ai

4. Navigate to Ai Assistant

5. Select the Ai Assistant from the drop-down menu

   

Train your Ai Assistant

Dialpad's Optimize features help you discover areas for improvement by quickly identifying unanswered chatbot questions, letting you fill knowledge gaps by updating or adding relevant content, and fixing broken or outdated responses.

To access our Optimize features, head to your Dialpad Admin Settings.

1. Select Dialpad Ai

2. Select Ai Assistants

3. Select the desired Ai Assistant

4. Select Optimize
   

In the Optimize section, you’ll find five different sections:

• Unanswered questions

• Broken content

• Low confidence responses

• Muted questions

• Snoozed

Let’s go over each one.

Unanswered questions

The Unanswered questions section highlights knowledge gaps in your responses or website content by identifying customer questions your chatbot could not answer.

Unanswered questions can be resolved in four different ways.

1. Add to document: Adds the question(s) to an existing document in your knowledge base.

   1. Dialpad Ai will suggest related documents, or you can use the search bar to find a specific document.

2. Snooze: Snoozes the question(s) for 24 hours, allowing you to update your connected knowledge and add it to the revised document later.

   1. Snoozed responses can be un-snoozed at any time.

3. Add to response: Adds the question(s) to an existing response.

   1. 1. Dialpad Ai will suggest related responses, or you can use the search bar to find a specific one.

      1. You can also use the Create new response option to create a new response and assign the question to it.

4. Mute all: Mutes the question(s) so it does not appear again.

   1. Muting is used for questions that cannot be answered, such as when a customer enters their phone number.

   2. Muted questions can be reviewed and un-muted at any time.

To action a question from the Unanswered Tab, select the question, then choose one of the 4 resolution types listed above.

To view a conversation, head to your Admin Settings.

1. Navigate to Dialpad Ai

2. Select Ai Assistants

3. Choose the desired Ai Assistant

4. Select History

   

5. Use the search bar to find conversations with specific users, or filter by label tags to find conversations on a specific topic. The date selector in the right-hand corner allows you to select specific timeframes.

To view the conversation details, select the conversation. A pop-up containing the transcript and metadata will appear on the sidebar.

On the Metadata tab, you’ll find not only the customer’s details, but also the conversation ID and labels.

How to use Ai Assistant

Agents and reps can access the Ai Assistant during a live call or chat interaction.

To use Ai Assistant:

1. Select the Ai Agent Assist icon from the sidebar

2. Enter a question in the text box

   

That’s it, sit back and watch Ai Assistant work its magic.

Once you’re done, let us know how helpful the content was by selecting the thumbs-up or thumbs-down icon.  This doesn’t impact Dialpad GPT, but it does help your Knowledge Managers know what content can be improved.

Frequently asked questions

What languages does Generative Ai Assistance support?

Generative Ai Assistance is currently only available in English, but stay tuned as we’re continuously adding new functionality.

Are there any analytics for my Ai Assistant?

Absolutely! To learn more about your Ai Assistant analytics, read this Help Center article.

Are you going to add more features?

Absolutely! We continue to add new functionality (such as enhanced analytics and Ai training) throughout the Early Adopter Program.