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Revolutionizing Cloud Communications: How Dialpad Leverages AI

January 7, 2025

We hosted Chief AI and Strategy Officer at Dialpad, Dan O'Connell at Channel Partners 2024. Here is a transcript of his talk. This is part of our Channel Partner 2024 Highlights series.

Want to experience sessions like this one? Join us this coming March at Channel Partners 2025!

Introduction to Dialpad: A leader in AI-Driven Communications

 O'Connell: How's everybody doing this morning? It's great to be here. I’m excited to take a few minutes to talk about Dialpad and how we’re leveraging AI to power the next generation of cloud communications.

 

 

Dialpad’s Journey: From TalkIQ to AI Innovations

I joined Dialpad six years ago after they acquired my startup, TalkIQ, which was focused on real-time speech recognition and natural language processing (NLP). Since then, Dialpad has heavily invested in AI. It hasn’t been a buzzword for us—it’s a foundation we’ve been building on for years.

Transforming Communications with AI in Real Time

For those unfamiliar, Dialpad is a cloud communications platform. We enable communications on any device, anywhere in the world, supporting both internal and external business conversations.

Many think of communications as a commodity. I challenge that notion. Communications platforms like Dialpad do more than connect people; they power conversations that are foundational for data visibility. By leveraging AI, we can understand these conversations in real time. These interactions become the foundation for automation, assistance, and actionable insights that help businesses make smarter decisions.

AI-Powered Insights: Enhancing Customer Experience and Business Automation

AI helps us infer key metrics like customer satisfaction or purchase intent. With these insights, communications platforms transform into extensions of CRM systems, delivering automation and driving business improvements like revenue growth or churn reduction.

At Dialpad, we power internal and external communications for sales and support teams. Our platform provides real-time insights to optimize collaboration, decision-making, and customer experiences.

 

Dan O'Connell

Owning the Stack: Dialpad’s Competitive Edge

Our unique value proposition is “AI everywhere, in real time.” We aim to deliver automation, assistance, and insights with zero latency through a single application. Users shouldn’t need six different tools to access these features.

Owning our tech stack is key to this vision. Like Apple and Tesla, we handle everything in-house, from speech recognition to NLP models. This control accelerates innovation, lowers costs, and allows us to scale features for our customers effectively.

Scalable AI Features: Empowering Businesses Everywhere

Over the last six years, we’ve developed proprietary AI capabilities, including real-time speech recognition, sentiment analysis, semantic search, and large language models. These features enable:

  • Instant retrieval of relevant information during sales calls.

  • Sentiment tracking to improve customer satisfaction.

  • Cost-effective scalability through CPU-based deployment of our large language models.

In the past 12 months alone, we launched 12 new AI-powered features. Tomorrow, we’ll announce a game-changing tool: free recaps for every Dialpad user, offering instant summarizations of conversations.

The Future of Communication: A Glimpse of What’s Next

Dialpad envisions a future where internal and external communications seamlessly integrate with real-time AI tools. By providing a unified platform for calls, meetings, messaging, and insights, we empower businesses to work smarter, not harder.

Visit us to learn more about our latest innovations. With Dialpad, the future of communication is already here.

Want to watch sessions like this one? Join us this coming March at Channel Partners 2025!