Dialpad, the AI-powered communications and agentic platform, has unveiled its Agentic AI Platform — a new system enabling businesses to deploy autonomous voice and text-based agents that can understand, reason, and execute multi-step tasks across enterprise systems.

Built on reusable Skills and Workflows, the platform automates entire customer journeys — from scheduling and order lookups to lead qualification and account management — while seamlessly escalating to human agents with full context when needed.

Early adopters across healthcare, retail, real estate, recruiting, and legal services are reporting faster resolutions, lower costs, and improved customer satisfaction through the platform’s vendor-neutral integration capabilities.

“Instead of using AI to deflect customers, we’re using it to solve their problems — quickly, accurately, and naturally,” said Craig Walker, CEO and Founder of Dialpad. “This isn’t incremental — it’s an architectural transformation.”

The platform represents a shift from chatbots to action-oriented agents, capable of resolving up to 70% of customer requests autonomously. Powered by a model-mix architecture, Dialpad’s system dynamically selects the optimal AI model for each task — combining proprietary AI models with the latest large language models.

Additional features include:

• Low-code agent development with built-in sandbox testing

• Unified context continuity across voice, chat, SMS, and WhatsApp

• Enterprise-grade privacy and real-time safety monitoring

“Organizations don’t just need AI that can act — they need AI they can trust to act,” said Shezan Kazi, Head of AI Transformation at Dialpad.

Dialpad’s Agentic AI Platform positions the company as a frontrunner in the next phase of customer experience transformation, blending autonomy, trust, and seamless integration across communication ecosystems.

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