AI Agent is your very own AI-powered virtual assistant that offers 24/7 front-line digital assistance, as natural as speaking to a live agent. No pre-training or decision trees needed. From digital deflection to digital resolution, you can provide smarter digital experiences and reduce the need for live agent engagement.
What is an AI Agent?
More than just a chatbot, AI Agents perform lightning-fast and highly accurate deep semantic searches, many times faster than typical website search capabilities. AI Agents can answer 90% of all common queries, identify existing knowledge gaps, and reduce handling times by 70%—all without the need for data scientists or extensive training.
Our cognitive AI model is constantly learning and optimizing. With every question, it gets better at searching knowledge bases, and finding the correct answers for your customers. Use dialogues and workflows to design a conversational experience that sounds real and ensures your customers see relevant information. No pre-training or decision trees needed!
What does this mean? For starters, you’ll raise your CSAT and NPS scores while simultaneously lowering your Contact Center costs.
Types of AI Agents
Dialpad offers two types of AI Agents: Generative AI and Agentic AI.
Generative AI creates content—like text, images, or code—based on prompts.
Agentic AI goes a step further by combining reasoning, planning, and action-taking across systems, often using generative tools as part of a broader workflow. Agentic AI proactively initiates actions, adapts strategies in real time, and can plan across multiple steps to achieve defined outcomes.
What can an Agentic AI Agent do
Typically, Agentic AI workflows can cover a wide range of tasks, from planning to autonomous execution, often even coordinating multiple steps to achieve specific goals. There are a few essential elements to consider:
Goal-oriented execution: Unlike simple AI that only provides answers or suggestions, agentic AI actively works toward completing tasks or solving problems. For example, rather than just responding to a question, the agent can plan the next steps, take actions, and follow through until the objective is met.
Memory and context: These agents don’t start fresh with every interaction. They remember previous conversations, actions taken, and outcomes achieved, which allows them to maintain continuity over time. This memory enables more personalized and effective responses, helping to build long-term value rather than just isolated interactions.
Tool integration: Agentic AI is not limited to analyzing data or generating responses; it can directly interact with other software systems. By connecting to APIs, databases, and business tools, these agents can perform complex operations—such as updating records, making bookings, or triggering workflows without human intervention.
Multi-agent collaboration: Complex workflows often require different roles to be filled simultaneously. Multiple AI agents can work together, each specializing in a part of the process—for example, in a contact center, one agent might analyze customer sentiment and plan the best resolution approach, another executes the follow-up actions like sending emails or updating records, while a third monitors the case status and escalates issues if needed.
Example of an agentic AI workflow
What does an agentic AI workflow look like? Here’s an example of how an AI agent might handle a customer follow-up:
Trigger: A customer leaves a low CSAT score after a support call.
Detection: The AI agent identifies the issue (the customer’s issue wasn’t solved successfully).
Planning: It drafts an apology email, proposes available times for a follow-up call with a senior support specialist, and prepares a summary of the issue for the human agent who will join the call.
Execution: It sends the email, updates the CRM, and schedules the meeting—all autonomously.
Who can use an AI Agent?
Anyone! Rather than requiring years of technical expertise, AI Agent is intuitive and works out of the box — no code needed. The platform can digest and index structured and unstructured information, so you don't need an existing help center – all you need is a website (and visitors)! AI Agent is infinitely scalable and always learning. Continuous machine learning improves the customer experience, business processes, and knowledge over time to increase automation and customer satisfaction.
Early Adopter Program
Dialpad’s Agentic AI Chatbot is currently in an Early Adopter Program and is not yet available to all users.
AI Agent analytics
AI Agents grow with your business, providing a broad range of marketing and technical analytics to help customers get the most out of the product, and gives you deeper, holistic insights into the customer experience.
Built-in analytics let you know just how many conversations your chatbot deflected and provide insights on how your customers interact with your self-service features — and where you might need to refine that experience for them.
Streamlined agent escalation
Sometimes, you need to speak to a human, and Dialpad Self-Service makes it easy for customers to connect to a real person when needed. Customers can quickly transition from any digital channel to a voice call with just a simple click, and our AI Live Coach Cards give employees the information they need for tricky situations and allow them to search across an entire knowledge base (including multiple languages and PDFs!) for specific information. With a range of different features that can be added to each response, including images and videos, as well as attachments and quoted content, agents can guide customers safely, knowing that the information they are providing is correct and up to date.