MetriNote – Dialpad Expands AI Capabilities with Google Cloud Vertex

Published on: May 17, 2023

Author: Diane Myers, Principal Analyst

May 9, 2023 – Dialpad announced that it is leveraging Google Cloud Vertex AI capabilities along with its proprietary AI to power 12 new AI features for contact center and sales operations. The generative AI capabilities in Vertex, added in March 2022, will allow Dialpad to supplement its own AI platform using Google Cloud’s large language models. After acquiring TalkIQ for the foundation of its own AI development, partnering with Google is a departure in strategy for Dialpad––a recognition that it is advantageous to partner in some areas, in this case generative AI.

Dialpad will utilize Google Vertex AI for some of the following: Ai Recap (meeting summaries), Ai Playbooks (real-time, context-sensitive suggestions and prompts for customer service agents), and Ai Scorecards (evaluation of call interaction with real-time, personalized insights for agents). Updates to Ai Recap will be available in May while Ai Playbooks and Ai Scorecards updated will be available in early summer 2023.

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