Dialpad Launches Predictive Engine Providing Visibility into Calls

Dialpad Inc., a leader in AI-powered communication and collaboration, launched Ai CSAT, a real-time, predictive engine as part of its Customer Intelligence offering. With this innovation, customer satisfaction scores for 100 percent of customer calls can be inferred and shared with decision-makers in the organization to improve customer experience (CX).

Benefits include improved coaching efficiency, decreased agent ramp time, decreased customer churn and coaching costs reduced by as much as half. Dialpad’s AI applied to traditional customer satisfaction (CSAT) scoring provides organizations with actionable insights that can help transform the contact center into a profit center.

Ai CSAT analyzes every customer call as a core component of the Dialpad trademarked TrueCaaS platform. Dialpad early access customers have seen as much as a 15 percent improvement in CSAT scores within the first three weeks of use. Accurate data collection and live analysis transform agent performance and empower proactive, real-time customer service improvements, up-leveling contact centers with an intelligent customer-centric approach.

“For the first time ever, companies of any size can obtain CSAT scores from every voice conversation rather than depending on a handful of customers to complete traditional, post-call surveys,” said Craig Walker, founder and CEO of Dialpad. “With our pioneering Customer Intelligence solutions, including the recent launches of AI-powered Customer Engagement, Conversational Ai, and now Ai CSAT, Dialpad Ai Contact Center is easily five years ahead of anything in the market today.”

Dialpad Customer Intelligence with Ai CSAT is available to all Dialpad Ai Contact Center customers.