Who Can Use This Feature
Dialpad Ai and its capabilities described below are available to all Dialpad customers on the Standard, Pro, and Enterprise plans.
It is only available for Offices in the United States and Canada. Dialpad Ai is also currently offered as part of a public beta in Australia, New Zealand, and the United Kingdom; if you're enrolled, you'll see a 'Beta' tag alongside Dialpad Ai in the Dialpad app.
Dialpad Ai is turned off by default for newly-created user accounts, and is turned on for Departments, Call Centers, and Coaching Teams. If you do not see Ai as an option in your settings, reach out to your Dialpad Admin as they may have disabled it.
Ai can be turned on in the middle of a call, or at the beginning.
While in an active call, click the Ai Off button located above the caller's name and number.
Just like that, Ai is activated and you'll see the Ai logo on the active call window highlighted, and it will say Ai On above the contact's name.
Now, Dialpad Ai will provide you with a real-time transcript, action notes, and capture key details from your call.
Ai can also be configured for all calls. From Dialpad.com, navigate to Your Settings and scroll to Dialpad Ai.
You'll see two options that can be enabled or disabled:
- Turn on Ai for my calls - When selected, Dialpad Ai will be enabled for every call, without you having to manually activate it
- Show transcript when a call starts - Provides a real-time transcript at the start of every call, without you having to manually activate it
Not seeing this? Reach out to your Dialpad Admin to enable Dialpad Ai for the entire Office.
Dialpad Ai Language Availability
Dialpad's Ai is currently only available in English and Spanish, but we will be expanding our language repertoire shortly. Stay tuned, as we add more!
- English (UK)
- English (AU)
- Spanish (US & Canada)
- Spanish (Mexico)
Detect Name for Unknown Caller
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 precedent even if the caller says a different name at the start of the call.
Dialpad's action items ensure no "next steps" are forgotten.
To access a call's action items, head to your Call History and select the call you'd like to review.
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!
Dialpad's snippet feature allows you to capture key moments in the conversation for you to revisit later. Just hit the snippet icon on your call screen when you need to snip a part of your audio. That part of your call will then be automatically attached to your call summary.
From an active call, select the Snippet button (that's the little scissor icon )
Dialpad Ai will then capture the last ten seconds and the next ten seconds of conversation from that time.
Snippets appear in a call review alongside other types of moments. Select a snippet, then it will expand to display the excerpt from the transcript.
Users can share snippets of a call recording to users within, or outside, their organization. No need to worry about privacy constraints, the snippet will give the user access to only the part of the recording shared.
Ai Call Summary
Whether it's after a regular call or a conference meeting, it's easy to find important points from your business discussion with Dialpad's call summary feature, which compiles a searchable transcript, action items, and notes into an easily digestible overview email.
From the Dialpad app, identify the call in a conversation thread and select View Call Details. Dialpad will launch the call review in your web browser. It's also accessible by choosing a call in the Call History menu.
Call reviews display the transcript, moments, comments, and a share link. You can also search a transcript for exact words and phrases said during a call.
Visit this Help Center article to learn more about the Ai Call Summary.
Dialpad’s 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 a Contact Center or Coaching Team's Live Calls view and in the Monitor All Call Centers and Monitor all Coaching Teams views.
Post-call, the detected call purpose is listed in the:
- Conversation feed under call highlights
- Call summary page under the highlights tab
- Call summary page also has a moment listed as “call purpose”
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.