Ai Playbooks - Early Adopter Program

Introducing Dialpad’s newest feature - Ai Playbooks!

Ai Playbooks leverage Dialpad’s real-time speech recognition and generative Ai to ensure sales reps adhere to prescribed sales behaviors on live calls. Playbooks keep sales teams aligned, ensuring everyone is providing a consistent customer experience. 

Not only do Ai Playbooks capture user responses to provide priceless real-time insights for sales reps, but they also offer post-call analytics to help managers drive smart business decisions and pinpoint coaching opportunities.

Let's dive into the details. 

Turn on Ai Playbooks

To use Ai Playbooks, first, you must make sure Ai is enabled.

Once enabled, Office Admins, Contact Center Admins, Supervisors, and Coaches can hand-pick templated Playbooks based on their team’s needs. 

To select an Ai Playbook, head to your Admin Settings from Dialpad.com 

1. Select the desired Contact Center or Coaching Team  
2. Navigate to Dialpad Ai 
3. Navigate to Playbooks
4. Select the desired playbook from the dropdown menu.

Use Ai Playbooks

Ai Playbooks provide sales reps with step–by–step prompts based on the selected sales methodology. This ensures reps are not just asking questions, but that they’re the right ones, all the while staying aligned with their organization's established sales process.

When a sales rep places a call, the applied playbook is displayed on the right-hand panel of the calling screen. 

When Ai detects the conversation relevant to an activity in the playbook, it checks off the activity on the UI in near real-time.

Playbook types

Dialpad offers templated Ai Playbooks based on the most common sales methodologies: BANT, SPIN, MEDDIC, CHALLENGER and SPICED.

BANT Playbook

The BANT (Budget, Authority, Need, Timing) methodology focuses on qualifying leads based on their budget, decision-making authority, identified needs, and purchasing timeline. 

Topics include:

• Budget
  • What is your allocated budget for this project or solution?
  • Have you considered any financial constraints?
• Authority
  • Who are the key decision-makers involved in this purchase?
  • What is your role in the decision-making process?
• Need
  • What are the main challenges or pain points your organization is facing right now?
  • How does our solution align with your needs and objectives?
• Timeline
  • What is your desired timeline for implementing this solution?
  • Are there any deadlines or milestones we should be aware of?

SPIN Playbook

The SPIN (Situation, Problem, Implication, Need payoff) approach involves asking a series of questions to uncover the prospect's situation, identify problems, understand the implications of those problems, and present the value of the solution.  

Topics include:

• Situation
  • Can you describe your current situation and any relevant context?
  • How has your organization approached similar challenges in the past?
• Problem
  • What specific problems are you experiencing that our solution can address?
  • How have these problems affected your business or operations?
• Implication
  • What are the potential consequences if these problems are not addressed?
  • How might these issues impact your organization's future growth or success?
• Need-Payoff
  • How do you see our solution addressing your identified problems?
  • What benefits or improvements do you expect to see once our solution is implemented?

MEDDIC Playbook

The MEDDIC (Metrics, Economic Buyer, Decision criteria, Decision process, Identify pain, and Champion) framework is an advanced approach that helps sales professionals identify and engage with key stakeholders, understand their pain points, and tailor their approach accordingly.

Topics include:

• Metrics
  • How will you measure the success of our solution?
  • What specific outcomes are you looking to achieve?
• Economic Buyer
  • Who holds the financial authority for this purchase?
  • Have you discussed the investment required with the economic buyer?
• Decision Criteria
  • What are the key criteria you'll use to evaluate potential solutions?
  • How does our solution stack up against your criteria?
• Decision Process
  • Can you walk me through your organization's decision-making process?
  • Are there any steps we should be aware of to help support your decision?
• Identify Pain
  • What are the most pressing issues or pain points that our solution can address?
  • How have these pain points impacted your organization so far?
• Champion
  • Who within your organization is a strong advocate for our solution?
  • How can we work together to build support for our solution?

CHALLENGER Playbook

The CHALLENGER playbook encourages sales reps to challenge their prospects' assumptions and educate them on new perspectives, positioning them as trusted advisors. 

Topics include:

• Reframe the Prospect's Understanding
  • Have you considered the impact of [new perspective] on your current challenges?
  • How might [new perspective] change the way you address your pain points?
• Teach New Insights
  • Are you aware of [industry trend or insight] that could affect your situation?
  • How can our solution help you capitalize on these new insights?
• Rational Drowning
  • Can you share any data or metrics that highlight the extent of the issues you're facing?
    • How do these numbers align with our proposed solution's capabilities?
• Emotional Impact
  • How do these challenges affect your team or stakeholders on a personal level?
  • How can our solution alleviate these emotional pain points and improve morale?
• Tailored Solutions
• Based on your specific needs and goals, how can we customize our solution to deliver the best results?
• How does our solution align with your organization's strategic priorities?

SPICED Playbook

The SPICED (Situation, Problem, Impact, Critical Event, Decision) methodology provides a structured approach to gathering information about a prospect, understanding their needs, and assessing the potential for a successful sales opportunity. By addressing each of these five areas, sales reps can better qualify leads and focus their efforts on the most promising prospects. 

Topics include:

• Situation
  • What is your current situation? 
  • What challenges or pain points are you facing?
  • What are the needs?
  • What is the context for the solution being sought?
• Problem
  • What are the main issues you are experiencing? 
  • How do these problems impact your business?
• Impact
  • What are the consequences of not solving these problems? 
  • How do these issues affect your company's bottom line and operations?
• Critical Event
  • What is the process, committee and criteria involved in purchasing a solution for the problem?
  • What is the priority level of addressing these?
• Decision
  • Who are the primary decision-makers for this purchase? 
  • What are their roles and responsibilities?
  • What is the purchasing process?

Post-Call insights

Coaches, managers, and leaders can easily see which reps are (or are not) following Ai Playbook behaviors. This allows leaders to better understand who needs additional coaching, and for which specific steps.

To view a Playbook score, head to your Admin Settings from Dialpad.com 

1. Select Call History
2. Select the desired call
3. Select Playbooks from the right-hand sidebar

Here you’ll see the playbook score, and any Ai detected activities with the relevant transcript snippet for context and evaluation.

Managers can also access the playbook adherence and other details via the call summary page.

Playbook analytics

Dialpad’s Coaching Hub dashboard provides a detailed view of Ai Playbook adherence over time to show leaders, managers, and sales reps their improvement in specific skills.

To access the Coaching Hub Leaderboard:

1. Head to your Admin Settings from Dialpad.com 
2. Select Coaching Hub from the left sidebar

Playbook metrics appear in the Playbook Adherence column. 

Frequently asked questions 

How do I sign up for Ai Playbooks?

Sign up for the Ai Playbooks Early Adopter program here.

How do I give feedback on Ai Playbooks?

We want to hear all about your Ai Playbook experience! Please email us at ai-feedback@dialpad.com 

Can I create my own playbook?

Not at this time. Currently, Dialpad only provides pre-populated templates for methodologies. A future version of Ai Playbooks will provide the ability for custom playbooks. 

Is there a cost for Ai Playbooks?

The Early Adopter Program is free! Once we’ve fully released this feature, there will be an additional cost. 

Can I assign more than one playbook to a Contact Center or Coaching Team?

No. Only one playbook can be assigned per Contact Center or Coaching Team.

Can I export my Playbook analytics?

No, Playbook analytics are available only from the Coaching Hub leaderboard. 

What if I don’t think the Playbook score is correct?

Agents and admins can review the call summary and flag any incorrect playbook activities. 

Simply click the flag icon beside the playbook action.