Dialpad, the AI-powered cloud communications platform, has unveiled DialpadGPT, an AI language model designed specifically for customer service, sales, and recruiting. The model is the first of its kind and has been fine-tuned to automate tasks such as summarizing sales, customer service, and team activities. DialpadGPT was developed over five years using five billion minutes of proprietary conversational data.
Dialpad, founded in 2011 and aiming to become the Salesforce of AI, integrated the generative AI model into its platform, which offers video meetings, calls, and team collaboration. Unlike other conversational AI providers that rely on generic large language models (LLMs) without business-specific data, DialpadGPT is built on proprietary data, offering scalability, accuracy, privacy, and security benefits.
According to Craig Walker, Dialpad’s CEO and founder, developing a model specifically tailored to conversations in customer service, sales, and recruiting is challenging without owning the entire technology stack and having access to the relevant input data. Dialpad’s in-house expertise in natural language processing (NLP) and AI, gained through its acquisition of TalkIQ in 2018, played a crucial role in the successful development of DialpadGPT.
DialpadGPT is aimed at enterprise users and leverages the company’s transcription engine. After witnessing the impressive summarization capabilities of ChatGPT, Dialpad realized it had a significant opportunity and set out to integrate generative AI into its conversations. The AI model is already available to Dialpad AI platform customers through the Early Adopter Program and will be accessible to all customers by October 2023.
While contact centers and sales are Dialpad’s primary businesses, the company plans to add a recruiting option to its platform. DialpadGPT will provide summaries of every conversation and enable action item tracking, making it a valuable tool for these areas. The launch of DialpadGPT has attracted attention from industry experts, with Anjney Midha, General Partner at a16z, emphasizing the impact it will have on businesses worldwide.
In conclusion, Dialpad’s release of DialpadGPT marks a significant milestone in the development of domain-specific large language models for enterprise communication. By leveraging its proprietary conversational data and in-house AI capabilities, Dialpad has positioned itself to deliver efficient and accurate automation solutions for customer service, sales, and recruiting tasks. With DialpadGPT now available to early adopters and set to roll out to all customers by October 2023, businesses can expect enhanced productivity and improved customer interactions through its advanced summarization and action tracking capabilities.
