The platform by Dialpad automates customer journeys such as scheduling, order lookups, lead qualification, and account management – and seamlessly escalates to a human with full context when needed.
Dialpad has announced the launch of its new Agentic AI Platform, enabling businesses to build autonomous voice- and text-based AI agents that understand complex requests, reason through multi-step tasks, and execute them end-to-end across existing systems via secure connectors.
Powered by reusable Skills and Workflows, the platform automates customer journeys such as scheduling, order lookups, lead qualification, and account management – and seamlessly escalates to a human with full context when needed.
Early adopters in healthcare, retail, real estate, recruiting, automotive, and legal services are already realising faster resolutions, lower costs, and higher customer satisfaction – all on a vendor-neutral foundation that integrates directly with the tools teams already use.
For decades, customer service has been stuck in loops – chatbots that frustrate, FAQs that fail, and IVR systems that deflect.
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Dialpad’s agentic AI breaks this cycle by introducing autonomous agents that communicate naturally via text or voice, understand what customers need, and take real action to resolve it. The result: a CX that feels intuitive, human, and instant.
“Customer service has been operating on autopilot for years. We built the override,” said Craig Walker, CEO and Founder of Dialpad. “Instead of using AI to deflect customers, we’re using it to solve their problems – quickly, accurately, and naturally.”
“Since Dialpad was first to provide real-time AI coaching to service agents back in 2018, we’re uniquely positioned to lead this next generation of customer experience. This isn’t incremental – it’s an architectural transformation.”
Dialpad’s Agentic AI replaces passive retrieval with autonomous action – resolving up to 70% of customer requests on day one. From authentication and refunds to scheduling and order management, every action is orchestrated across channels and systems.
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The platform’s model-mix architecture dynamically selects the optimal balance of speed and sophistication for each task, leveraging Dialpad’s proprietary AI models alongside the latest frontier LLMs.
Because these capabilities are natively built into Dialpad’s communications platform, no complex integrations are required. And when human expertise is needed, conversations transfer seamlessly with full context – no repetition, no friction.
“You can’t stress the importance of the AI agent-human agent relationship enough when it comes to optimising customer service,” said Robin Gareiss, CEO and Principal Analyst at Metrigy.
“It’s so symbiotic – AI helps humans pick up from where they’ve left off and deliver personalised experiences, and humans train AI to keep them on track. The trick for CX leaders will be knowing when humans should take the lead, and vice versa. For that, they’ll need to regularly monitor performance and adjust along the way.”
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The Agentic AI Platform introduces a new level of capability unmatched by other vendors:
- Dynamic Intelligence Architecture – Learns from every interaction, building a unified data plane that anticipates customer needs before they’re voiced.
- Low-Code Agent Development – Build and test agents with built-in intelligence and sandbox simulations – launch in weeks, not quarters.
- Seamless Context Continuity – Voice, chat, SMS, WhatsApp, and more – all unified with full conversation history preserved.
- Trust by Design – Enterprise-grade policy enforcement, PII redaction, and real-time safety monitoring built into the core.
“Organisations don’t just need AI that can act – they need AI they can trust to act,” said Shezan Kazi, Head of AI Transformation at Dialpad.
“With Dialpad’s agentic AI, customers can instantly deploy production-grade voice and chat agents that understand intent, plan actions, and execute them across CRM, support, and back-office systems – all with enterprise-level safety, observability, and control.”
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