Public awareness of artificial intelligence surged in late 2022 when OpenAI released a freely available implementation based on ChatGPT-3.5. That event brought AI into mainstream conversation, but the technology’s origins extend much further back. Early innovators such as TalkIQ began applying large language models in business settings years earlier, creating robust solutions that attracted acquisition interest; Dialpad acquired TalkIQ in 2018 and has since expanded those foundations into a full communications platform.
Dialpad’s long-standing emphasis on speech recognition, transcription, and language processing for business environments is a defining characteristic that differentiates it in a competitive market. Since integrating TalkIQ, Dialpad has continued to evolve its platform, embedding more advanced AI capabilities across contact centers, sales operations, and any workflow where voice communications are central to business performance.
We spoke with Jeremy Slater, Vice President of EMEA Sales at Dialpad, about how the company’s combined strengths in voice, transcription, and language processing form a mature, deeply integrated AI approach. Unlike solutions that retroactively “bolt on” third-party AI, Dialpad’s intelligence has been built into its product stack and trained on more than six billion minutes of business conversations—an advantage that yields more accurate, context-aware results.
Slater, who has held roles at BlueJeans and during Zoom’s early growth, brings extensive experience across digital communications and has observed AI’s evolution from both startup and enterprise perspectives. One of his key points is that an AI engine trained specifically on business calls delivers more useful outcomes than a generic third-party model layered over a communications platform.
For enterprise deployments, integration into the existing IT ecosystem is essential. Built-in AI can identify speakers automatically and surface relevant context from endpoints such as CRMs and ticketing systems. That means an agent’s screen can display customer history and details in real time, rather than relying on a separate model that only “listens” to the call without access to the broader customer record.
In the contact center, Dialpad’s approach focuses on improving customer experience and supporting human agents rather than replacing them with chatbots that often frustrate users in all but the simplest interactions. Dialpad’s Ai Agent Assist is an internal-facing generative AI that supports agents during live calls. When a customer poses a difficult question, the assistant pulls answers from the company’s knowledge base, presenting concise, relevant information to the agent in real time.
That same technology enables live coaching: contextual prompts, suggested phrasing, and quick-reference cards appear in the flow of conversation so less-experienced agents can perform closer to veteran levels much sooner. This reduces the time required to reach proficiency, lowers turnover driven by early-stage frustration, and contributes to better job satisfaction and career progression for employees.
“Our aim is to ensure the person you speak to is as competent as possible so issues are resolved quickly and you leave satisfied,” Slater explained. Once conversations pass through Dialpad, the platform’s models continue to learn from those exchanges, improving accuracy and relevance over time.
Real-time sentiment analysis is one example of that intelligence in action. By gauging customer sentiment during a call, Dialpad can alert supervisors when a conversation is veering off course so a manager can join and help steer the interaction to a positive resolution. Dialpad also generates AI-driven CSAT metrics for every call, offering a more comprehensive view of customer satisfaction than traditional post-interaction surveys, which typically capture only the most dissatisfied or most enthusiastic respondents.
The platform is under continuous development: multilingual support is on the roadmap, and the self-learning models adapt to regional accents and local vernacular through ongoing usage. Users can add functionality when needed. For example, outbound sales teams benefit from real-time assist cards that help with objection handling, enforce sales playbooks, and record call notes and action items directly into the CRM—streamlining workflows within a single platform.
From simple conversational bots that handle initial screening of inquiries to intelligent call routing and advanced contact center operations, Dialpad’s AI-powered communications platform is designed to elevate the people who interact with customers every day. The measurable outcomes include faster issue resolution, improved customer satisfaction, stronger brand loyalty, and increased sales and repeat business.
If you’re interested in seeing Dialpad in person, the company will be represented in the Unified Communications track at the TechEx event in Amsterdam on October 1–2. Alternatively, organizations can explore Dialpad’s offerings directly through the company’s website to evaluate features and begin deployment.