October 10, 2025
Dialpad Ends the Chatbot Era with Launch of Its Agentic AI Platform
Chatbots have long been the front line of customer service: familiar, often frustrating, and rarely helpful beyond simple questions. Dialpad thinks it’s time to move on.
The company has launched its Agentic AI Platform, a system built to replace the static chatbot model with AI agents that can actually do things. Instead of fetching snippets of information or looping users through menus, these agents can reason through requests, complete multi-step actions, and hand over to a human when needed, without losing context.
In practice, that means a customer could call or message about a refund, a booking, or an account issue, and the AI wouldn’t just provide instructions. It would process the request itself, connect to the right systems, and confirm when it’s done. Dialpad says early users are already seeing faster resolutions, fewer escalations, and happier customers.
Breaking the Frustration Cycle
Dialpad says its Agentic AI breaks the cycle of frustrating chatbots and static FAQs by introducing autonomous agents that communicate naturally, understand customer needs, and take real action to resolve them. Behind the scenes, the platform uses a mix of proprietary models and external large language models to decide how best to respond in each situation. That combination, the company claims, allows it to resolve up to 70% of requests from day one.
Businesses can also build their own AI agents through a low-code interface. Development cycles that once took months can now happen in weeks, with built-in testing tools that simulate real conversations before launch. Because the system integrates directly with existing communication channels, including voice, chat, SMS, and WhatsApp, companies don’t have to rebuild their tech stacks to adopt it.
Privacy and trust, two long-standing challenges in AI-driven customer service, are central to the platform’s design. Security features include automatic redaction of personal information, live safety monitoring, and policy enforcement baked into every interaction.
Dialpad has already rolled the platform out across sectors, including healthcare, retail, real estate, and automotive. The results so far suggest a meaningful shift towards fewer deflections, faster resolutions, and a smoother bridge between AI and human support.
The announcement follows the news of Dialpad being named a Visionary in the 2025 Gartner Magic Quadrant for Unified Communications as a Service (UCaaS). The recognition, the company says, validates its decision to build an AI-first platform from the ground up, rather than layering new tools on top of old infrastructure.
