Dialpad Adds Digital Channels and Virtual Agents to AI Contact Center

Dialpad, a provider of solutions for business communication and collaboration, has strengthened its AI Contact Center with new digital channels and virtual agent support.

"Dialpad is delivering game-changing AI across every mode of employee and customer communications at an unprecedented pace with smart virtual agents and intelligent omnichannel that work out of the box. This puts our AI Contact Center in the leadership position with a multi-year headstart on the competition," said Craig Walker, founder and CEO of Dialpad, in a statement. "Powered by the industry's only wholly-owned and truly unified communications-as-a-service (TrueCaaS) platform, Dialpad is poised to help businesses realize their true potential by completely disrupting the contact center status quo."

Dialpad digital channels drive omnichannel engagement with customers across the most widely-used digital and social media channels, including Twitter, Facebook, Instagram, and messaging platforms WhatsApp, Facebook Messenger, and Twitter Direct Messages. Now companies can engage, share information, and respond to questions using any messaging service or channel.

The addition of virtual customer assistants to Dialpad's AI Contact Center lets companies provide support through digital self-service options and absorb inbound call volume. With intent-free searchability across company knowledge bases and websites, no-code workflows, and active-learning conversational AI, Dialpad virtual agents offer personalized, yet automated experiences.