Dialpad Ai
    • 13 Sep 2023
    • 5 Minutes to read
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    Dialpad Ai

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    Article summary

    Dialpad Ai is a speech recognition model trained on over 5 billion minutes of voice and message data. It can transcribe meetings in real time, track keywords, detect customer sentiment, and more. Ai can be turned on for user accounts, departments, call centers, and coaching teams. It can also be activated during a call or set to automatically turn on for every call. Dialpad Ai is currently available in English and Spanish. It can detect unknown caller names and pin them to the real-time transcript. Action items ensure important tasks are not forgotten, and a call summary compiles transcripts, action items, and notes into an overview email. Call purposes are automatically detected and categorized for easy monitoring by supervisors and admins. Dialpad offers 25 call purpose categories such as account management, appointment scheduling, billing questions, and more.

    Built on a state-of-the-art speech recognition model that's trained on over 5 billion minutes of voice and message data, Dialpad Ai can transcribe your meetings in real-time, track keywords that come up in conversations, detect customer sentiment, and more!

    Let's take a look at Dialpad Ai and how it can make your day-to-day that much easier.


    Who Can Use This Feature

    Dialpad Ai is available to Dialpad customers on the Standard, Pro, and Enterprise plans.

    Ai is only available for Offices in the United States, Canada, Mexico, Puerto Rico, New Zealand, Australia, the United Kingdom and Spain.

    Turn on Ai

    By default, Dialpad Ai is turned off for newly-created User accounts, and is turned on for Departments, Call Centers, and Coaching Teams.

    If you don't see Ai as an option in your settings, contact your Dialpad Admin as they may have disabled it.

    Turn on Ai in an Active Call

    Ai can be turned on in the middle of a call, or at the beginning.

    If Ai is off and you'd like to turn it on during a call, simply click the Ai Off button located in the bottom bar controls. 

    Ai is instantly activated — you'll see the highlighted Ai logo in the call's bottom bar controls.

    Now, Dialpad Ai will provide you with a real-time transcript, action notes, and capture key details from your call. 

    Turn on Ai from personal settings

    Ai can also be configured for all calls. Head to Your Settings from Dialpad.com, and navigate to Dialpad Ai.

    Here, you have 2 two options:

    • Turn on Ai for my calls - Dialpad Ai will automatically be turned on for every call, without you having to manually activate it
    • Show transcript when a call starts - Automatically provides a real-time transcript at the start of every call, without you having to manually activate it

    Personal_Settings_Enable_Ai.png

    Not seeing this? Reach out to your Dialpad Admin to enable Dialpad Ai for the entire Office.

    Ai Language Availability 

    Dialpad's Ai is currently only available in English and Spanish, but we are constantly expanding our language repertoire. Below you can see which countries support what language. 

    Language Supported

    USA

    Canada

    New Zealand

    Australia

    Great Britain

    Mexico

    Spain

    English

    Spanish

    Stay tuned as we add more languages! 

    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 precedence even if the caller says a different name at the start of the call.

    This capability works for both making and receiving calls.

    Action Items

    Dialpad's action items ensure no "next steps" are forgotten. 

    To access a call's action items, head to Dialpad.com

    1. Select Call History
    2. Choose the desired call 
    3. 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! 

    Ai Call Summary

    Whether it's after a regular call or a meeting, Dialpad's Call Summary compiles a searchable transcript, action items, and notes into an easily digestible overview email. 
    To access a Call Summary 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. 
    You can also access a Call Summary by choosing a call in the Call History menu.
    Call summaries display the transcript, moments, comments, and a share link — you can even search a transcript for exact words and phrases said during the call.
    Visit this Help Center article to learn more about Ai Call Summaries.

    Call Purpose

    Dialpad 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 real-time on a Contact Center or Coaching Team's Live Calls view, as well as in the Monitor All Call Centers and Monitor all Coaching Teams views.

    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.

    Post-call, the detected Call Purpose Categories are displayed in-app, and within the call's Summary page in the Call History, as well as the Highlights section of the call's summary page.
    Click on a category, and the transcript will open, highlighting the exact moment when that Call Purpose Category was triggered.
    You'll also find Call Purpose tags in your Ai Recap.

    Call Purpose category types

    Dialpad currently offers 25 Call Purpose category types:
    • Account Management: The caller is calling for account-related issues, such as resetting a password or updating personal information.
    • Appointment: The caller wants to schedule an appointment, such as a service appointment or consultation.
    • Billing Questions: The caller has a question or concern about their bill, such as a discrepancy or incorrect charge.
    • Callback: The caller is returning a call.
    • Cancellation: The caller wants to terminate their account, order or service with a company.
    • Claim: The caller wants to terminate their account, order or service with a company.
    • Complaint: The caller is unhappy with a product, service, or company and wants to voice their dissatisfaction.
    • Compliance: The caller is asking about validating or verifying certain objects and entities.
    • Employment: The caller is calling regarding employment-related items such as job opportunities, open positions & human resourcing with a company.
    • Feedback: The caller wants to provide feedback or is asked to participate in a survey, whether positive or negative, about their experience with a product, service, or company.
    • Legal: The caller has a legal question or concern related to a product, service, or company.
    • Loyalty & Rewards: The caller has a question or concern about a loyalty program or rewards points.
    • Marketing Inquiry: The caller wants to discuss matters related to marketing a product or similar promotional events.
    • Redirect: The caller is asking to be transferred or redirected to another caller.
    • Operations: The caller is asking for resources, dispatch of resources, or scheduling of resources (contractors, trucking loads, etc.) that are part of regular business operations.
    • Order Status: The caller is inquiring about the status of an entity, such as an order they placed.
    • Other: The caller has a purpose for calling that doesn't fit into any of the above categories.
    • Product Inquiry: The caller is seeking information about a product or service before making a purchase decision.
    • Purchase: The caller is interested in purchasing, upgrading, or adding on to a current product or service. Also includes inquiries on product pricing, current promotions, or discounts.
    • Redirect: The caller is asking to be transferred or redirected to another caller.
    • Return / Exchange: The caller is calling about product returns or exchanges.
    • Service / Maintenance: The caller is calling about servicing of a product or its maintenance.
    • Shipping & Delivery: The caller has a question or concern about shipping, such as delivery status or tracking information.
    • Tech / Product Support: The caller needs information / has an issue with a product or service and needs technical assistance/support to resolve the problem, such as installation or setup.
    • Warranty: The caller has a question or concern about a product or service warranty



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