Dialpad Meetings + Dialpad Ai
    • 24 May 2024
    • 6 Minutes to read
    • Dark
      Light
    • PDF

    Dialpad Meetings + Dialpad Ai

    • Dark
      Light
    • PDF

    Article summary

    Dialpad's Ai uses powerful artificial intelligence to help you drive sales, gain competitive insights, improve customer service, and get the most out of your daily meetings. 

    It's so much more than a handy transcription tool (though it does that too, and in real-time!) our Ai tracks keywords that come up in customer conversations, detects customer sentiment, records action items, and even automates post-call summaries. 

    Everything you need is displayed in a post-call summary pop-up that includes action items, moments, sentiment, and a transcript.

    Let's take a deeper look at how Dialpad Meetings works with Dialpad Ai.

    Who can use this feature
    Dialpad Ai features are available to all American, Canadian, Australian, and New Zealand users on the Dialpad Meetings Business plan.
    It is controlled by the conference organizer and is only permitted if the admin chooses.

    Enable Dialpad Ai for team members

    To enable Ai for your team, go to your Dialpad Meetings Settings by clicking the hamburger menu (that's the three horizontal lines).

    1. Select Team 
    2. Select the Allow Dialpad Ai on meetings toggle

    Ai will now appear as a feature for users on your team, however, they'll need to activate it manually.

    Note:
    By default, Ai is automatically turned on for new Dialpad Meetings Business accounts. This means that Ai will automatically be activated for all of your conferences.

    Enable Dialpad Ai for an individual user

    Users can control whether they would like to have Dialpad Ai automatically on or off for all their meetings from within their user settings. 

    From your Dialpad Meetings dashboard, navigate to Settings

    1. Navigate to Turn on Ai during meetings? 
    2. Toggle the slider to the right to turn on Ai


    That's it!  Dialpad Ai is now enabled and is ready to work! 

    Real-time transcriptions with Dialpad Ai

    You don’t have to wait until after the call to get transcriptions. With real-time Ai, you can see the transcriptions as you speak.

    To see real-time Ai transcripts and notes during a meeting, click the Ai Notes button on the bottom bar to open a side panel containing moments and transcripts. 

    ai_notes_in_meeting.png

    As the meeting progresses, participants will be able to see action items, interesting questions, and other such moments captured in real-time.

    Late Participant? No problem — with the real-time transcription, you can scroll up to fetch older transcripts to get the gist of the earlier conversation you missed. 

    During the call, you can use the Moments tab to see the Ai-detected action items on behalf of you. Additionally, you can also add your own Custom Action Items as well. Everything will be included in the email summary after the call.

    How to start and stop Dialpad Ai

    Dialpad Ai can be turned on and off during your meeting. 

    To start Ai on during your meeting:

    1. Select Host Controls 
    2. Select Turn on Ai


    To stop Ai during your call, simply click your Host Controls again and select 'Turn off Ai'

    Once enabled, real-time Ai is activated in every meeting by default. Admins and organizers can also disable Ai from settings and the organizer controls during a call.

    Ai Recap for Meetings

    If Ai was on during your meeting, the Ai Recap is available seconds after the meeting ends. 

    Select View Ai Recap to access the see your Ai Recap. 

    Tip

    Need to remove an Action Item before sharing the Ai Recap?

    If you're the meeting organizer, simply hover over the Action Item and select the Trashcan icon (deleting Action Items is permanent, so do be careful!)

    Want to share the Meeting's Ai Recap? Simply select Share and choose who you'd like to share it with. 

    They'll receive a Dialbot notification, as well as an email with a direct link to the Ai Recap. 


    You can also access your Ai Recaps from your Meeting History. 

    1. Choose any meeting that had Ai enabled 
      Meetings-history.png
    2. Select View Ai Recap to access your Ai Recap


      If the meeting's organizer has not yet shared the Ai Recap with you, you can request it from the Meeting overview.
      To request the Ai Recap, select Send request 

      Note
      Only the meeting organizer will have visibility into the Ai aspects of the post-call summary (transcript + moments). However, when the organizer shares the post-call summary or Ai Recap link, it grants access to anyone with access to the link.


    Share Call Summary

    Need to share a call summary with a team member who was out of the office? With just a couple of clicks, you can share the call summary with the transcript, moments, and action items with people within your organization, or send it to anyone with any email address. 

    1. Select View call summary in the call history
    2. Select Share 
    3. Choose your privacy control (available publicly, or restricted company access)
    4. Select Copy Link

    Anyone with the link grants them access to the shared call summary. Depending on your selected privacy controls, the link may be shared publicly, or only within the company.

    Note:
    If call recording was turned on, it will also be accessible in the call summary.

    Call summary action items

    Action items are detected automatically by Ai during conferences and displayed in the call summary. No need to say “action item” or “next steps” for Ai to capture and display within your post-call summary view.

    filter-for-action-items

    Sentiment

    Sentiment tracking analyzes conversations for specific words to give a snapshot of how participants on a conference are feeling. They’ll automatically get picked up during your conversation and get placed in the call summary.

    Search for keywords

    Within the post-call transcript, you can search for specific keywords, to get further insight into what was discussed during the conference.

    Moments list

    The moment list has two parts: filters (top) and moment list (bottom).

    Filters

    When viewing the filter section, each of the moments that a call will be shown with the number of times that moment occurred. Clicking on a moment will filter the moment list below to show only that type of moment.

    Moment list

    A moment is a unique and interesting part of a call - something that might help you understand a customer or coach an agent.

     Clicking on a moment will:

    • Scroll the transcript to the section where that moment was mentioned
    • Highlight that moment in a color matching the moment color in the list
    • The words that triggered the moment to be captured will be bolded for easy identification

    Moments definitions

    Dialpad Meetings' Ai captures these moments:

    • Action Item - a single clearly defined task to be completed after the call/meeting, usually assigned to an individual or small group
      • Example: "I will send the information to you tomorrow"
    • Address - when anyone mentions an address of a physical location or building
    • Competitor - a caller mentions a competitor defined in your company dictionary
    • Call Recording Notification - the agent notifies the customer that the call is being recorded
    • Currency - the customer or agent mentions a dollar amount or an amount in another currency
      • Example: “That costs $100”
    • Date - the customer or agent mentions a specific date
      • Example: “let’s meet on December 10, 2020”
    • Email Address - when anyone mentions an email address
    • Interesting Question - any interesting question asked on a call
      • Example: “Can we meet tomorrow at 4:00?”
    • Negative Sentiment - the customer says something generally negative
    • Positive Sentiment - the customer says something generally positive
    • Swear Words -identified when anyone uses profanity
      • Example: "that's bullshit"
    • Time-the customer or agent mentions a specific time of day
      • Example: “Let’s meet at 1:30 PM”

    Dialpad Meetings' Ai does not capture these moments:

    • Manager Attention
    • Phone Number
    • Purpose of Call
    • Support Defective
    • Support Issue Resolved
    • Recommendation
    • Snippet

    Ai Playbooks

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

    Not only do Ai Playbooks 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.




    Was this article helpful?