Dialpad has announced the launch of its Agentic AI Platform, a next-generation system designed to enable autonomous voice- and text-based agents capable of understanding complex requests, reasoning through multi-step tasks, and executing actions across existing business systems.
The announcement marks what the company describes as a generational shift in customer service technology – from passive information retrieval to intelligent, autonomous action.
“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.”
For years, customer service has relied heavily on chatbots, interactive voice response (IVR) systems, and static FAQs, often leaving customers frustrated and requiring human intervention to resolve relatively simple tasks.
Dialpad’s new platform aims to change this by equipping AI agents with the ability not just to answer questions, but to take meaningful action, such as scheduling appointments, processing orders, managing accounts, or qualifying leads. When tasks exceed the agent’s capability, the platform escalates interactions to human agents seamlessly, preserving full context to avoid repetition and improve efficiency.
Early adopters across sectors including healthcare, retail, real estate, recruiting, automotive, and legal services have reported improvements in resolution times, customer satisfaction, and operational efficiency.
By combining natural language understanding with the ability to act autonomously, the platform addresses longstanding gaps in customer service automation, particularly the challenge of completing multi-step workflows without requiring constant human supervision.
Architecture and Key Features
The Agentic AI Platform is built on what Dialpad calls a model-mix architecture, which dynamically selects the optimal AI models for each task, balancing speed and complexity.
The system combines Dialpad’s proprietary models with large language models (LLMs) from the broader AI ecosystem, allowing businesses to leverage the most suitable technology for each type of interaction.
Key features of the platform include:
Dynamic Intelligence Architecture: A learning system that collects data from every interaction, building a unified data plane to anticipate customer needs.
Low-Code Agent Development: Businesses can design, test, and deploy AI agents quickly through a sandbox environment, reducing the typical deployment cycle from months or quarters to weeks.
Seamless Context Continuity: AI agents maintain full conversation history across channels including voice, chat, SMS, and WhatsApp, enabling consistent, coherent customer interactions.
Trust and Compliance by Design: Enterprise-grade security features include policy enforcement, personally identifiable information (PII) redaction, and real-time safety monitoring.
According to Shezan Kazi, Head of AI Transformation at Dialpad, “Organizations don’t just need AI that can act – they need AI they can trust to act. With this platform, companies can deploy production-grade voice and chat agents that understand intent, plan actions, and execute them across CRM, support, and back-office systems, while maintaining enterprise-level safety, observability, and control.”
Implications for IT Leaders
For IT and operations leaders, the launch of Dialpad’s Agentic AI Platform signals several important considerations.
First, the platform offers the potential to reduce manual workloads by automating repetitive customer service tasks, freeing IT teams to focus on higher-value initiatives such as system integration, analytics, cybersecurity, and digital strategy.
Second, it emphasizes the growing importance of AI governance and monitoring. As AI agents take on more decision-making responsibilities, IT teams will need to establish processes for oversight, performance tracking, and intervention protocols. The seamless integration capabilities of the platform may simplify these responsibilities by consolidating AI activity within existing communication and workflow systems, but organizations will still need to manage issues such as data privacy, compliance, and risk mitigation.
Robin Gareiss, CEO and Principal Analyst at Metrigy, highlighted the evolving dynamic between human and AI agents. “The AI-human agent relationship is symbiotic. AI helps human agents pick up from where they’ve left off, delivering more personalized experiences. Conversely, humans train AI to maintain quality and accuracy. IT leaders will need to design governance frameworks that define when AI should act independently and when human oversight is required, adjusting policies and performance metrics regularly.”
Industry Context and Market Positioning
Dialpad’s platform enters a competitive landscape where enterprises are increasingly seeking AI solutions capable of going beyond simple question-and-answer models. While many AI tools focus on information retrieval or chat interfaces, the company emphasizes the “agentic” aspect—autonomous agents that execute tasks end-to-end.
This positions Dialpad as a potential leader in what industry analysts describe as the next wave of customer experience automation, particularly for organizations seeking faster resolution times and more consistent service delivery across multiple channels.
The platform’s vendor-neutral approach, which allows integration with widely used enterprise systems and CRM platforms, further enhances its appeal to IT leaders concerned about maintaining interoperability and avoiding vendor lock-in.
By providing low-code development tools and sandbox testing environments, Dialpad enables organizations to rapidly prototype, deploy, and iterate AI agents while retaining full control over workflows and operational logic.
Availability and Next Steps
The Agentic AI Platform is currently available to early access customers, and while adoption will likely vary by industry and organizational readiness, analysts suggest that platforms capable of autonomous action – rather than simple conversation – represent a significant step forward for enterprise AI.
IT leaders evaluating such solutions will need to consider not only operational efficiency and integration capabilities, but also governance, compliance, and the evolving relationship between AI and human agents.
As customer expectations for faster, more intuitive service continue to rise, platforms like Dialpad’s Agentic AI may play a central role in shaping the future of customer experience, offering businesses tools to reduce friction, improve outcomes, and allocate human resources more strategically.