Dialpad, the leading AI-powered communications and agentic platform, announced the launch of its Agentic AI Platform, enabling businesses to build autonomous voice- and text-based AI agents that handle complex requests, reason through multi-step tasks, and execute them across systems via secure connectors. This innovation shifts customer service from deflection to resolution, automating up to 70% of requests while seamlessly escalating to humans with full context.
Traditional customer service relies on frustrating IVR and chatbots that deflect rather than resolve. Dialpad's platform introduces agents that communicate naturally, understand intent, and take autonomous action across channels. Craig Walker, CEO and Founder of Dialpad, stated, “Customer service has been operating on autopilot for years. We built the override. Instead of using AI to deflect customers, we’re using it to solve their problems—quickly, accurately, and naturally.” This architectural transformation, building on Dialpad's 2018 real-time AI coaching, delivers intuitive, human-like experiences.
Robin Gareiss, CEO at Metrigy, noted, “You can’t stress the importance of the AI agent-human agent relationship enough... The trick for CX leaders will be knowing when humans should take the lead, and vice versa.”
Shezan Kazi, Head of AI Transformation at Dialpad, added, “Organizations don’t just need AI that can act—they need AI they can trust to act. 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.”
The platform addresses a $50B+ customer experience market, where AI agents are projected to handle 70% of interactions by 2027. Dialpad's native communications foundation enables rapid deployment, with early adopters in high-volume sectors achieving lower costs and higher satisfaction. As a private company valued at $2.2B post-2024 funding, Dialpad's innovations position it to lead in agentic CX, following recognitions like Forbes Cloud 100 (#38).
Join the waitlist at https://www.dialpad.com/ai-agent/. Demo requests: sales@dialpad.com. Watch the launch livestream: http://www.dialpad.com/blog/dialpad-ai-agent-la....
Dialpad is the AI-first communications and agentic platform defining the next era of business conversations. From customer service to sales to unified communications, Dialpad delivers AI-enhanced experiences for customers worldwide, including Randstad, Nasdaq, Express Scripts, T-Mobile, Motorola Solutions, Tractor Supply, and Texas Roadhouse.
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