Cloud Collaboration Leader Dialpad Achieves Major AI Milestone After Analyzing More Than One Billion Minutes of Voice

Company reveals its real-time transcription model is more accurate than competitors

Dialpad, the leading AI-powered cloud communications platform, announced a significant breakthrough regarding its proprietary Voice Intelligence (Vi) AI technology. Dialpad’s Voice Intelligence combines automated speech recognition (ASR) and natural language processing to deliver real-time business optimization, including call coaching, automated note-taking, sentiment tracking, and transcription analysis. After years of continuous updates and more than one billion minutes of voice calls analyzed, benchmarking tests show Dialpad’s transcription model has now surpassed major competitors, including Google’s enhanced telephony model, for both keyword and general accuracy for their customers’ calls.

“This is a huge accomplishment for Dialpad. After the company’s acquisition of TalkIQ in 2018, we’ve been hard at work improving our Vi models to create the best products for our customers. We’re thrilled to share that for the first time, our model’s accuracy outperforms the industry standard in internal testing,” said Dan O’Connell, Dialpad’s Chief Strategy Officer and CRO. “With these enhancements to ASR technology, our customers benefit from more precise transcriptions which leads to more effective real-time coaching, and more accurate recommendations and insights.”

This news comes on the heels of a momentous year for Dialpad, named one of the fastest-growing private companies in the rapidly evolving “work from anywhere” era. As the need for reliable and flexible remote work tools continues to rise, so does the number of Dialpad customers, which include marquee brands like Betterment, MarketStar, TED, and Quora.

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“I’d like to think of Dialpad less as a phone system, and more as a platform for transformation,” said Keith Titus, CEO & President, MarketStar. “All of that connects to customer experience, efficiency of the sales organization, and outcomes that are really intelligent, efficient, and productive.”

“With an increasingly distributed workforce, we’ve seen strong adoption of all our products. Our Cloud Contact Center solution is growing at a very high rate, due in part to the benefits of our Voice Intelligence,” said Craig Walker, CEO of Dialpad. “The insights that Vi is able to provide both instantaneously and post-call have proved to be invaluable to our customers who report that contact center agents are more efficient and productive with help from real-time coaching and sales recommendations.”

Dialpad’s CCaaS solution incorporates Vi to deliver real-time coaching, helping sales reps recommend solutions during calls while simultaneously letting managers monitor sentiment and uncover trends. If a customer asks about refunds, Dialpad’s AI-powered platform will immediately bring up that information so that a support team isn’t scrambling to find details. At the same time, the company’s leading automated speech recognition can recognize when sentiment turns negative during a call and will alert a manager who can step in and save the sale. Dialpad’s calling and conferencing products also leverage Vi to help keep track of conversations by eliminating tedious tasks like note-taking, so everyone can get the most out of every call. In fact, Dialpad Talk was awarded TrustRadius’ Best Collaboration Software of 2021 for Feature Set and Usability due in part to its unique Vi capabilities.

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“Dialpad’s Voice Intelligence feature empowers us to be more efficient with our business,” said Zach Glenn, Director of IT Support, ShipEx. “We have the facts and the accurate transcription of the call which has been a tremendous factor and a huge win for us.”

Conversational AI use cases and capabilities have evolved significantly in the enterprise communications and collaboration space. Authored by Global Vice President of Customer Experience Practice Alpa Shah, Frost & Sullivan‘s Global Enterprise Digital Solutions Decision Maker survey indicates that 44% of respondents expect AI to make communication experiences faster and better.

“Decision-makers should strongly consider employing AI services for their knowledge workers, and contact center agents, establishing clear use cases by matching user needs with AI-powered application capabilities,” commented Nancy Jamison, Industry Director in Digital Transformation at Frost & Sullivan. “Conversational AI is a great place to start for any business that wants to augment and significantly improve its employee and customer experiences.”

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