Dialpad has integrated with Google Workspace and Gemini Enterprise to help teams access customer insights directly within everyday workflows.
Dialpad, an AI-powered customer experience platform, has launched a new integration with Google Workspace and Gemini Enterprise, enabling organisations to access customer conversation intelligence directly within the tools employees use every day.
The integration allows teams to analyse customer interactions, review conversation histories, identify risks, and prepare for customer engagements using natural language queries inside Gmail, Docs, Chat, and Gemini Enterprise.
The move aims to help businesses transform customer conversations into actionable insights while reducing reliance on manually entered CRM records and fragmented data sources.
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Turning Conversations into Actionable Insights
“Customer experience is defined in the conversation, not in the CRM. Every day, millions of customer interactions happen, and the most important details, such as the frustration in someone’s voice, the promise a representative made, or the moment a customer decided to stay or leave, disappear before anyone can act on them. This integration makes those moments accessible, synthesised, and actionable inside the platform where work already happens,” said Brian Peterson, Chief Technology Officer and Co-Founder, Dialpad.
The solution enables users to ask questions such as summarising recent customer interactions, identifying risks, reviewing commitments made during calls, or preparing for upcoming meetings using customer conversation data.
Bringing Customer Context into Daily Workflows
Dialpad’s conversation intelligence and transcripts are integrated into Gemini Enterprise, allowing customer interaction data to be combined with information already available across Google Workspace applications.
“Dialpad’s leadership in conversational AI aligns with our vision of making work more connected and intelligent. Together, we’re enabling teams to access real-time customer insights without ever leaving Workspace, helping businesses move at the speed of conversation,” said Matt Maccaux, Head of Customer Engineering, Google.
As organisations seek more effective ways to understand customer needs and improve decision-making, integrations that connect customer intelligence with everyday productivity tools are becoming increasingly important for delivering more informed and responsive customer experiences.
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