- 02 Aug 2024
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Dialpad Ai
- Updated on 02 Aug 2024
- 6 Minutes to read
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- DarkLight
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Dialpad Ai, a language model developed in-house, transcribes meetings in real time, tracks keywords, and detects customer sentiment. It can be activated during calls, providing real-time transcripts and action notes. Ai is available in English and Spanish, with more languages in development. Action items and call summaries are generated automatically, making it easier to follow up on tasks. Call purposes are categorized for easy monitoring by supervisors and admins. Ai can be turned off during calls or for personal lines. Unknown caller names are detected and pinned to transcripts. Dialpad Ai streamlines call management and enhances productivity.
Dialpad Ai is available to Dialpad customers with Offices in the United States, Canada, Mexico, Puerto Rico, New Zealand, Australia, the United Kingdom and Spain.
Turn on Ai
By default, Dialpad Ai is turned off for newly-created User accounts, and is turned on for Departments, Call Centers, and Coaching Teams.
If you don't see Ai as an option in your settings, contact your Dialpad Admin as they may have disabled it.
Turn on Ai in an active call
Ai can be turned on in the middle of a call, or at the beginning.
If Ai is off and you'd like to turn it on during a call, simply click the Ai Off button located in the bottom bar controls.
Ai is instantly activated — you'll see the highlighted Ai logo in the call's bottom bar controls.
Now, Dialpad Ai will provide you with a real-time transcript, action notes, and capture key details from your call.
Turn on Ai from personal settings
Ai can also be configured for all calls. To turn on Ai for your calls:
- Head to Your Settings from Dialpad.com
- Navigate to Dialpad Ai
- Check the box beside Turn on Ai for my calls
Ai language availability
Dialpad's Ai is currently only available in English and Spanish, but we are constantly expanding our language repertoire. Below you can see which countries support what language.
Language Supported | USA | Canada | New Zealand | Australia | Great Britain | Mexico | Spain |
English | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Spanish | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Stay tuned as we add more languages!
Action Items
Dialpad's action items ensure no "next steps" are forgotten.
To access a call's action items, head to Dialpad.com
- Select Call History
- Choose the desired call
- In the Moments section, select Action Items
Here, you'll see a list of moments pertaining to action items that you or any callers shared during the conversation. Select an action item, then it will expand to display the excerpt from the transcript.
No pens or notebooks are necessary, and you can even leave yourself additional notes!
Ai Call Summary
Whether it's after a regular call or a meeting, Dialpad's Call Summary compiles a searchable transcript, action items, and notes into an easily digestible overview email.To access a Call Summary from the Dialpad app, identify the call in a conversation thread and select View Call Details.
Call summaries display the transcript, moments, comments, and a share link — you can even search a transcript for exact words and phrases said during the call.
Visit this Help Center article to learn more about Ai Call Summaries.
Call Purpose
Dialpad Ai automatically detects a call’s purpose, allocates a category and tags it for you, creating an easy way for Supervisors and Admins to monitor live calls.Call purpose categories are displayed in real-time on a Contact Center or Coaching Team's Live Calls view, as well as in the Monitor All Call Centers and Monitor all Coaching Teams views.
Supervisors and Admins can hover over the Call Purpose Category to see the utterance that triggered the category, and click View Call to see the live transcript, or even Listen In on the call.
Post-call, the detected Call Purpose Categories are displayed in-app, and within the call's Summary page in the Call History, as well as the Highlights section of the call's summary page.
Click on a category, and the transcript will open, highlighting the exact moment when that Call Purpose Category was triggered.
You'll also find Call Purpose tags in your Ai Recap.
Call Purpose category types
- Account Management: The caller is calling for account-related issues, such as resetting a password or updating personal information.
- Appointment: The caller wants to schedule an appointment, such as a service appointment or consultation.
- Billing Questions: The caller has a question or concern about their bill, such as a discrepancy or incorrect charge.
- Callback: The caller is returning a call.
- Cancellation: The caller wants to terminate their account, order or service with a company.
- Claim: The caller wants to terminate their account, order or service with a company.
- Complaint: The caller is unhappy with a product, service, or company and wants to voice their dissatisfaction.
- Compliance: The caller is asking about validating or verifying certain objects and entities.
- Employment: The caller is calling regarding employment-related items such as job opportunities, open positions & human resourcing with a company.
- Feedback: The caller wants to provide feedback or is asked to participate in a survey, whether positive or negative, about their experience with a product, service, or company.
- Legal: The caller has a legal question or concern related to a product, service, or company.
- Loyalty & Rewards: The caller has a question or concern about a loyalty program or rewards points.
- Marketing Inquiry: The caller wants to discuss matters related to marketing a product or similar promotional events.
- Redirect: The caller is asking to be transferred or redirected to another caller.
- Operations: The caller is asking for resources, dispatch of resources, or scheduling of resources (contractors, trucking loads, etc.) that are part of regular business operations.
- Order Status: The caller is inquiring about the status of an entity, such as an order they placed.
- Other: The caller has a purpose for calling that doesn't fit into any of the above categories.
- Product Inquiry: The caller is seeking information about a product or service before making a purchase decision.
- Purchase: The caller is interested in purchasing, upgrading, or adding on to a current product or service. Also includes inquiries on product pricing, current promotions, or discounts.
- Redirect: The caller is asking to be transferred or redirected to another caller.
- Return / Exchange: The caller is calling about product returns or exchanges.
- Service / Maintenance: The caller is calling about servicing of a product or its maintenance.
- Shipping & Delivery: The caller has a question or concern about shipping, such as delivery status or tracking information.
- Tech / Product Support: The caller needs information / has an issue with a product or service and needs technical assistance/support to resolve the problem, such as installation or setup.
- Warranty: The caller has a question or concern about a product or service warranty
Frequently asked questions
How do I turn off Ai Transcripts?
Ai Transcripts can be turned off during an active call, or by disabling Ai for the line.
- To turn off Dialpad Ai during a call, simply select the Dialpad Ai icon from your active call controls.
- To turn off Dialpad Ai for your personal line, head to Your Settings, then navigate to Dialpad Ai. To turn off Dialpad Ai, uncheck the box beside Turn on Ai for my calls.
- To turn off Dialpad Ai for your shared line, head to your Admin Settings and select the Department or Contact Center line. Navigate to Dialpad Ai, then uncheck the box beside Enable Dialpad Ai for this Department (Contact Center).
What happens if the caller's name is unknown?
Dialpad Ai detects an unknown caller's name if they say it at the start of the call, then pins the name to the real-time transcript throughout the active call.
Keep in mind that this is only for unknown callers. Caller Name (CNAM) from caller ID or a saved contact name will take precedence even if the caller says a different name at the start of the call.