Course Overview
DialpadAI
Dialpad: Premium AI & Analytics Features for Admins
This advanced admin course focuses on Dialpad’s premium or higher-tier AI capabilities and value add-ons. You’ll learn how to deploy and govern AI-powered Playbooks for internal methodology adherence, automate quality assurance with AI Scorecards, interpret Dialpad’s AI customer satisfaction scores (CSAT), configure Custom Moments and Real-Time Assist, and build deeper insights with Dialpad Business Intelligence. We’ll also cover Dialpad’s Ai Agent for digital deflection, plus practical workflows for AI Call Summaries and Custom Moments.
Why this course matters
- Learn about Dialpad’s industry leading AI tools to bring your unified communications phone system together and add further value outside of simple communication.
- Deflect repetitive questions and surface knowledge instantly via Dialpad’s Ai Assistant and Ai Agent to lower handle time and boost CSAT.
- Predict and monitor customer satisfaction to intervene earlier and lift service quality.
Who should attend
- Company admins that manage their Dialpad account.
- Customer service leaders, contact centre supervisors and operations managers who need to monitor agent and queue performance.
- Employees using higher tier Dialpad Support or Sell license types.
What you’ll learn
- Dialpad’s AI Playbooks - Enable, assign, customize topics, and track adherence and exports for employee coachback.
- AI Scorecards & QA automation - Choose grading modes, set trigger phrases, understand scope/limits, and read results.
- AI CSAT & feedback signals - Activate and interpret AI CSAT predictions alongside survey responses.
- AI Call Summary & Moments deep-dive
- Dialpad’s Custom Moments & Real-Time Assist - Create keyword tracking and live coach cards to guide agents in the moment.
- Ai Assistant & digital deflection analytics - Monitor usage, Q&A performance, and knowledge gaps in Digital Contact Center.
- Dialpad’s Ai Agent foundations - Understand virtual assistant and chatbot capabilities.
- Dialpad Business Intelligence - Build custom reports for Contact Centers.
Practical applications
- Automate QA on contact center calls with AI Scorecards.
- Build AI Playbooks for internal processes and standards to reinforce consistent customer interactions.
- Build dashboards for leadership using Dialpad’s Business Intelligence tools.