MetriNote – Dialpad Introduces Autonomous AI Voice and Chat Agents, with 11 Skills

Author: Beth Schultz, VP of Research and Principal Analyst What's the news? October 9, 2025 – Dialpad has announced autonomous AI voice and chat agents—i.e., agentic AI agents—that don’t just interact with customers to address their questions and issues but act on their behalf. Initially, these agentic AI agents will be capable of performing 11 skills for six vertical industries. The skills are knowledge retrieval, scheduling, order status lookup, shipping confirmation, two-factor identity, feedback/survey, qualify and route, recommend, identity-based routing, Google Sheets lookup/append, and domain-based templates. The verticals are auto dealerships, healthcare, professional services, real estate, recruiting, and retail. The agentic AI voice and chat agents, available for early access customers today, supports English as the user interface (but the agents themselves speak dozens of languages), and actions and analytics across more than 10 platforms and integrations. General availability will follow in January 2026 with expanded channel support, including email, SMS, and WhatsApp, a customer-facing no-code builder, a skills and integrations marketplace, support for additional languages, and advanced revenue and CSAT analytics. Later in 2026, Dialpad aims to release a visual agent studio, an enterprise connector marketplace, self-tuning for continuous AI improvement, zero-trust security and governance, and an agentic outbound dialer.