Dialpad, the AI-powered communications and agentic platform, has unveiled its groundbreaking Agentic AI Platform, a solution that enables businesses to deploy fully autonomous voice and chat agents capable of understanding complex requests, reasoning through multi-step tasks, and executing them end-to-end across enterprise systems.
This launch signals the end of the traditional chatbot era, replacing rigid, scripted interactions with intelligent AI agents that act independently yet collaborate seamlessly with human representatives when necessary. Powered by reusable Skills and Workflows, Dialpad’s Agentic AI orchestrates customer journeys such as lead qualification, scheduling, account management, order tracking, and more all while integrating with existing tools through secure connectors.
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Early adopters across industries including healthcare, retail, real estate, recruiting, automotive, and legal services are already seeing measurable gains, such as faster issue resolution, lower operational costs, and higher customer satisfaction. The platform’s vendor-neutral design ensures businesses can adopt agentic AI within their existing environments without disrupting workflows.
“Customer service has been operating on autopilot for years. We built the override,” said Craig Walker, CEO and Founder of Dialpad. “Instead of using AI to deflect customers, we’re using it to solve their problems quickly, accurately, and naturally. Since Dialpad was first to provide real-time AI coaching to service agents back in 2018, we’re uniquely positioned to lead this next generation of customer experience. This isn’t incremental it’s an architectural transformation.”
From Reaction to Action
Dialpad’s Agentic AI platform fundamentally reshapes how businesses engage with customers. Rather than relying on static chatbots or repetitive IVR flows, its agents can interpret intent, reason contextually, and take autonomous actions to resolve up to 70% of routine customer requests on day one. When human expertise is needed, conversations transfer smoothly with full context continuity, ensuring customers never have to repeat information.
The platform’s model-mix architecture dynamically balances speed and sophistication by combining Dialpad’s proprietary AI with the latest large language models. This ensures real-time adaptability and optimal performance across every interaction channel whether voice, chat, SMS, or WhatsApp.
Industry experts are highlighting this evolution as a defining moment for customer experience. “You can’t stress the importance of the AI agent–human agent relationship enough when it comes to optimizing customer service,” said Robin Gareiss, CEO and Principal Analyst at Metrigy. “AI helps humans pick up from where they’ve left off and deliver personalized experiences, while humans train AI to keep improving. The trick for CX leaders will be knowing when humans should take the lead, and vice versa.”
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Built for Trust and Transformation
Dialpad’s Agentic AI Platform delivers advanced capabilities beyond simple automation:
- Dynamic Intelligence Architecture – Learns continuously from every interaction, building a unified data layer that anticipates customer needs.
- Low-Code Agent Development – Allows businesses to design, test, and deploy production-grade agents within weeks using sandbox simulations.
- Seamless Context Continuity – Maintains unified conversation history across all communication channels.
- Trust by Design – Embeds enterprise-grade compliance, policy enforcement, PII redaction, and real-time safety controls at the core.
“Organizations don’t just need AI that can act they need AI they can trust to act,” said Shezan Kazi, Head of AI Transformation at Dialpad. “With Dialpad’s agentic AI, customers can instantly deploy production-grade voice and chat agents that understand intent, plan actions, and execute them across CRM, support, and back-office systems all with enterprise-level safety, observability, and control.”
By bringing intelligence, autonomy, and trust together, Dialpad’s Agentic AI Platform represents nothing less than a redefinition of modern customer service where agents, whether human or AI, collaborate in real time to deliver efficient, intuitive, and human-feeling experiences.
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