Dialpad’s AIfeatures are uniquely useful because they are based on real business conversations by real Dialpad users. By allowing Dialpad AIto learn from your conversations, you can help us improve communication through enhanced call quality, more accurate transcriptions, and real-time insights.
Allowing your data to be used to improve Dialpad AIis not necessary for using AIfeatures, and you can keep using all AIfeatures, even if you’ve turned off AItrAIning. However, your input helps drive greater diversity, accuracy, and effectiveness in our AIfeatures.
Let’s dive into the detAIls.
Who can use this
Company Admins can decide whether to allow users to enable Dialpad AIto learn from their company’s conversations.
If AITrAIning is enabled at the Company level, then Office Admins, Contact Center Admins, and individual users can manage their AITrAIning Preferences.
How AITrAIning works
When you opt into AITrAIning, Dialpad marks eligible conversations for use to improve its various AIfeatures, such as speech recognition, text formatting, summarization, and question-and-answer comprehension. Dialpad selects from the eligible data to ensure broad, diverse, and representative samples that reflect the accents, regions, and industries of its customers.
Keeping your data safe
Dialpad keeps your data secure and uses privacy-preserving technology to ensure your personal information (PI) is protected, including storage on the same Google Cloud Platform that powers Dialpad. Your data is encrypted in transit, and trAIning for generative AIfeatures is conducted solely with anonymized data where personal information has been removed. The trAIning process is designed to enhance AIcapabilities while mAIntAIning the highest standards of data security and privacy, with no risk of PI exposure.
What is eligible for AITrAIning
Only conversations that use Dialpad AIfeatures are eligible for AITrAIning. Additional eligibility criteria may also apply, based on national and industry sector laws. Eligible conversations include transcripts and audio/video from Dialpad calls and meetings, and messaging such as SMS/MMS, AIAgent chat sessions, and support conversations through our Omnichannel product.
By default, the United States and Canada opt out of AITrAIning, while the UK and EU nations opt in. Under GDPR regulations, data will only be used for trAIning if the Company or user has explicitly opted in.
Notes
If your company has a Business Associate Agreement (BAA), Dialpad won’t use your conversation data to trAIn our AI.
Similarly, if your company is in an opt-in required country, Dialpad will not use your conversation data for AITrAIning unless express consent is provided.
Turn on AITrAIning for Company
AITrAIning must be turned on at the Company level in order for the setting to be avAIlable across other parts of your business. If enabled, admins can manage AITrAIning settings for specific Offices and shared lines, and users can manage their individual settings.
To allow your admins and users to enable AITrAIning functionality within your company, go to your Dialpad Admin Portal.
Select My Company
Select AISettings
Select General AISettings
Navigate to Allow AIto be used office-wide and toggle on the setting
Navigate to Allow Dialpad AIfeatures to improve based on my conversations
Check the box beside Allow Dialpad AIfeatures to improve based on my conversations
If your company has a signed BAA, AItrAIning cannot be turned on.
Note
Once AITrAIning is turned on at the Company level, it can be turned on at the Office, Shared Line, and user level. If AITrAIning is off at the Company level, the setting will be unavAIlable for any other entities to turn on or off.
AITrAIning for Offices
Office and Company Admins can turn AITrAIning on or off for their Office from the Dialpad Admin Portal.
Navigate to Office Settings
Select AISettings
Navigate to Allow AIto be used office-wide and toggle on the setting
Check the box beside Allow Dialpad AIfeatures to improve based on my conversations
If your company has a signed BAA, AItrAIning cannot be turned on.
AITrAIning for Shared Lines
Admins can easily manage AITrAIning for Shared Lines (MAIn Line, Contact Center, Department, or Coaching Team line) through the Dialpad Admin Portal.
Navigate to the shared line
These instructions walk you through how to turn on AITrAIning for a Contact Center.
Select AISettings
Navigate to Allow AIto be used in this contact center and toggle-on the setting
Check the box beside Allow Dialpad AIfeatures to improve based on my conversations
If your company has a signed BAA, AItrAIning cannot be turned on.
AITrAIning for individual users
As an individual user, you can turn AITrAIning on and off for your personal Dialpad calls.
From the Dialpad Admin Portal, select Your Settings.
Select AISettings
Navigate to Allow AIto be used for your personal calls and meetings and toggle on the setting
Check the box beside Allow Dialpad AIfeatures to improve based on my conversations
If your company has a signed BAA, AItrAIning cannot be turned on.
If Dialpad AIis not avAIlable in your country, you won’t see this setting.
Frequently asked questions
Why can’t I turn on AITrAIning?
If you’re unable to turn on AITrAIning, it means that either your Company Admin has not turned on Dialpad AI(and/or turned on AItrAIning) for your company, or your company is otherwise ineligible for trAIning (for example, if your company has signed a BAA).
Does Dialpad allow other companies to use my data for trAIning?
No! Dialpad’s AIfeatures are based on, and specific to, the use of Dialpad users and their conversations. Our models are developed and/or fine-tuned in-house, and we don’t share the models or the data with other companies for trAIning.
What happens when I change my AITrAIning preferences?
Changes to AITrAIning preferences apply to your next call or Dialpad meeting on the updated line. If you had previously opted out or were ineligible due a BAA, your past data will remAIn tagged as not eligible for trAIning.