Business/Customer Intelligence & Data Science

Dialpad launches DialpadGPT

Dialpad, Inc.
  • DialpadGPT – a native and proprietary LLM for sales, customer engagement, and recruiting – to be added to its all-in-one Ai-powered platform that brings together video meetings, calls, team collaboration, and more
  • Built by a team of AI experts, the same team who built Dialpad’s industry-leading real-time speech recognition engine, DialpadGPT is trained on more than five years of conversational sales and customer data
  • DialpadGPT powers features to automate tasks, including summarizing sales, customer service, and team engagements and follow-up actions, making teams more productive and allowing them to better understand their customers
  • DialpadGPT provides users consistency, control, security, privacy, customization, and scalability, while generating unbiased results and meeting high AI compliance standards

Dialpad, Inc., the industry-leading Ai-Powered Customer Intelligence Platform, today announced the launch of DialpadGPT – a domain-specific large language model (LLM) tailored specifically to power features that automate tasks for enterprises of all sizes improving customer service, sales, and recruiting experiences. Built on over five years and five billion minutes of proprietary conversational data, DialpadGPT is the first LLM designed specifically to cater to the evolving needs of today’s businesses and their employees. This revolutionary real-time generative AI is based on the language of business and utilizes conversational and messaging data across customer service, sales, recruiting, and employee collaboration to harness the power of AI automation and AI assistance at scale.

“Dialpad’s AI infrastructure is designed for some of the most demanding enterprise uses in the world,” said Anjney Midha, general partner at a16z leading the firm’s growing AI efforts. “The launch of DialpadGPT – an LLM fine tuned for enterprise communication – will have a tremendous impact on businesses everywhere. Very few teams could pull this off.”

While existing LLM-based models like ChatGPT have proven to be a gateway AI for businesses, substantial challenges to adoption persist, including limitations of scale and prevailing concerns about accuracy, lack of business-specific data, privacy, and security. DialpadGPT addresses these issues.

“LLMs are only as accurate and strong as the data they are trained on,” said Dan O’Connell, Chief Ai & Strategy Officer at Dialpad. “DialpadGPT was purpose-built for the enterprise, and addresses businesses’ common qualms with existing LLMs. It leverages our transcription engine, that has best-in-class accuracy, to produce strong, unbiased results at a fast speed, provides the opportunity to scale, and meets high security and compliance standards – all at a lower cost than existing LLMs. AI has been at the heart of Dialpad’s business for more than five years, and we’re excited to bring such a transformative tool to market.”

Despite the widespread acknowledgment of generative AI’s potential to reshape the business landscape, its adoption and implementation pose considerable challenges due to limited global capacity, including a shortage of computational power and escalating costs that make AI transformation an uphill task. DialpadGPT, designed with scalability in mind, makes AI readily available and enables enterprises to take advantage of Dialpad’s generative features on day one. For businesses grappling with AI and machine learning (ML) application deployment due to knowledge gaps or a lack of internal expertise, DialpadGPT is the go-to solution and presents no-code options that effectively address the worldwide hurdle to AI uptake in sales, service, and recruiting.

“The next wave of AI products will produce compliant, tailored, and unbiased results with greater precision and speed than we’ve seen historically. I believe Dialpad has cracked that code for how businesses land and communicate with their customers,” said Will Griffith, Founding Partner at ICONIQ Growth. “The company’s rollout of generative AI capabilities in 2023 was just the tip of the iceberg. The launch of DialpadGPT has the potential to revolutionize the way businesses think of, interact with, and capitalize on AI moving forward.”

The brainchild of Dialpad’s team of AI experts, DialpadGPT is a further advancement of Dialpad’s Ai technology stack, which features a proprietary real-time speech recognition (ASR) engine, natural language processing (NLP) models, and semantic search capabilities. It is capable of boosting worker productivity and driving a deeper understanding of customer attitude and sentiment, and transforming how teams work with their customers.

DialpadGPT is powering Dialpad Ai today for customers in the company’s Early Adopter Program. It will be generally available to all customers by October 2023.

Dialpad has deep expertise in natural language processing (NLP) and AI. In early 2018, Dialpad acquired Salesforce-backed TalkIQ, an enterprise AI leader in conversational data. With the acquisition came Dan O’Connell, former CEO of TalkIQ, and Jim Palmer, former CTO and Co-Founder. Now as the Chief Ai & Strategy Officer, O’Connell and Palmer, now VP of AI Engineering, continue to lead Dialpad’s AI vision with CEO, Craig Walker. Since then, and in tandem with its innovative AI offerings, the company has published nine academic research papers written by Dialpad’s AI Engineers in the last year alone. Additionally, the company is experiencing record financial growth fueled by AI tailwinds and has landed on major industry lists including Forbes Cloud 100 2023 (#25) and Fast Company’s Most Innovative Companies.

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