Business communications service provider Dialpad Inc. today announced the launch of Dialpad Support, a complete next-generation platform that it claims will transform how businesses approach customer service.

Dialpad Support had been designed to address the issue wherein modern contact centers are plagued by long call handle times, often exacerbated by understaffed teams that lead to overworked agents and a poor customer and employee experience. Dialpad argues that today’s costly, disparate, legacy environment for support software has bred a lack of visibility into agent performance and unplanned downtime that has resulted in revenue losses.

Built to replace outdated, rigid systems, Dialpad Support leverages the platform’s DialpadGPT, a large language model trained on more than 7 billion minutes of business conversations or the equivalent of more than 13,000 years of training, to offer AI capabilities that understand specific work contexts and industry challenges. The result, the company says, is the ability to turn every customer conversation into actionable intelligence and to automate mundane tasks, allowing support teams to focus on what truly matters — building what it claims are genuine connections and fostering meaningful relationships with customers.

Dialpad Support addresses critical challenges in contact centers by equipping agents and managers with essential tools and unifying all customer interactions within a single app. The service enhances agent workflows with automated query deflection, real-time guidance and instant access to knowledge, effectively reducing burnout.

Managers also gain deeper insights into team performance through AI-driven analysis of customer interactions, enabling more effective coaching. Dialpad says the tactical insights foster continuous improvement, helping build and sustain high-performing teams.

Key features include “Ai Agent,” which deflects over 50% of inquiries within two weeks, while an “Ai Assistant” chatbot provides comprehensive answer summaries to support agents.

Additionally, “Ai Scorecards” automatically evaluate interactions, aiding supervisors in identifying training needs and top performers. The platform includes Launchpad for real-time performance visibility and Dialpad WFM, which optimizes scheduling and forecasting after integrating Surfboard’s workforce management tools.

“Dialpad Support represents a significant leap forward in how businesses approach customer communications,” said Chief Product Officer Vincent Paquet. “By harnessing the power of our native AI capabilities, we’re not just improving efficiency – we’re transforming the entire support ecosystem to benefit agents, managers and customers alike.”

Dialpad was previously in the news in October when it announced that it had acquired Surfboard Technology Ltd., a cloud-native workforce management platform startup, for an undisclosed price.

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