Dialpad Launches Agentic AI Platform

San Francisco-based Dialpad has launched 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.

The platform automates customer functions such as scheduling, order lookups, lead qualification, and account management. The system utilizes autonomous agents that communicate via text or voice, and engage resolution.

“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.”

Dialpad’s Agentic AI replaces passive retrieval, and promises resolution of up to 70% of customer requests ranging from authentication and refunds to scheduling and order management.

The platform’s model-mix architecture selects the optimal balance of speed and sophistication for each task, leveraging Dialpad’s proprietary AI models alongside various LLMs. Conversations transfer with context when human expertise is needed.

“You can’t stress the importance of the AI agent-human agent relationship enough when it comes to optimizing customer service,” said Robin Gareiss, CEO and Principal Analyst at Metrigy. “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.”

Channel Impact^®
According to the company, early adopters in healthcare, retail, real estate, recruiting, automotive, and legal services are already realizing faster resolutions, lower costs, and higher customer satisfaction. Partners pursuing these vertical markets should take note.