Dialpad Advances Agentic AI Platform to Empower Enterprises to Move from Pilot to Production with Built-In ROI Validation, No-Code Agent Building, and Governance

New capabilities help enterprises identify high-impact AI use cases, validate ROI for deployment, and scale safely into production

SAN RAMON, Calif.--(BUSINESS WIRE)--Dialpad, the leading AI-powered business communications and agentic platform, announced major product advancements designed to help enterprises close the AI execution gap. Debuting at Enterprise Connect 2026, Dialpad’s new capabilities enable organizations to identify the specific agentic AI use cases that will quickly deliver the greatest impact, build high-performing AI agents designed for those use cases, and validate AI agent outcomes before going live, so that any business can deploy governed agentic AI into production with speed and confidence. Advancements include the ability to analyze historical conversation data to pinpoint customer experience gaps, enable no-code AI agent creation for voice and digital channels, and enhance resolution-driving analytics. Additionally, a new layer of AI governance was introduced, designed to reduce business risk, limit consumer data exposure, and continually optimize performance to deliver the outcomes customers care about most.

In 2025 alone, 79% of companies adopted AI agent technology, with total spending projected to reach $155 billion by 2030. Despite significant enterprise investment in agentic AI solutions, data also suggests that roughly half of agentic AI projects remain stuck at the pilot stage, delaying ROI and leaving organizations without a clear path to scaled impact.

“Enterprises aren’t struggling with AI ambition; they’re struggling with AI execution,” said Craig Walker, CEO and Co-founder of Dialpad. “Billions have been spent on agentic AI, but too many projects stall before delivering real, measurable results. Our latest platform advancements eliminate the guesswork, helping organizations identify the right use cases, validate ROI before launch, and deploy AI agents that are safe, governed, and ready for production from day one.”

From Insight to Production

Dialpad has delivered AI at scale for nearly a decade and is extending its Agentic AI Platform to help enterprises from insight to production with full-context intelligence across AI-to-human and human-to-AI interactions. With these enhancements, organizations can:

• Analyze historical conversations to pinpoint friction points and prioritize high-impact AI use cases with Skill Mining
• Validate and optimize AI agent performance and ROI before deployment with Proving Ground
• Turn every conversation into measurable business impact with closed-loop analytics that unify AI conversation data and contact center performance metrics — including resolution, average handle time, and customer satisfaction

Dialpad already enables customers to empower their human agents by delivering live AI coaching on demand with real-time transcription, sentiment, coaching, and recaps built into every interaction. These AI capabilities are available at scale, with 97% of Dialpad contact center customers currently using AI, generating over 775M AI Recaps and 450M AI CSAT scores delivered to date. Dialpad combines proprietary speech, intent, and task models with leading third party LLMs for a unique AI architecture designed for speed, accuracy, and capability. Dialpad’s AI platform is designed to continuously learn and improve based on previous interactions. The result: more precise AI assistance in real-time.

Custom-Built AI Agents for Everyone

Enterprises are rapidly adopting agentic AI to transform customer and employee experiences. With Agent Studio, Dialpad brings governed, enterprise-grade AI agent creation to both digital and voice channels — no coding required. Agent Studio provides a conversational AI interface for building AI agents with an ecosystem of connectors and custom actions, ensuring AI agents align with enterprise workflows, security policies, and compliance standards. By activating enterprise-specific data and workflows, teams can deploy tailored AI agents that address real customer needs from day one.

Platform-Inherent Responsible AI

Dialpad also introduced Guardian, a real-time safety supervisor that continuously monitors agentic AI interactions to reduce data exposure risk and ensure compliance across deployments. By embedding governance directly into the agent lifecycle — from training to optimization — enterprises gain operational maturity without slowing innovation.

“Healthcare organizations don’t have the luxury of trial and error when it comes to patient communications,” said Chris Martinez, Global Chief Information Officer at Healthcare Outcomes Performance Company (HOPCo). “Dialpad’s agentic AI capabilities helped us move from testing to enterprise-wide deployment with confidence by identifying where AI would have the greatest impact. As a result, we reduced resolution times, improved patient satisfaction, and maintained the strict governance our industry requires.”

With strengthened AI agent development and performance, Dialpad’s Agentic AI Platform helps enterprises improve human agent workflows, drive agentic-powered resolution, and launch AI Agent pilots to production with confidence in rapid, measurable results.

"The real value for customers right now is moving beyond retrospective analytics to understanding the specific impact and resolution rates ahead of time. This empowers the critical decision-making that delivers real business value,” said Hayley Sutherland, Research Manager, Conversational AI at IDC. “By showing them the quantifiable ROI before deployment, you help them reduce failed AI pilots and maximize ideal business outcomes that are linked strongly to strategic -- yet data-based -- decisions."

Available Now

Dialpad’s Agentic AI platform for autonomous voice and digital agents is available now and will be featured at Enterprise Connect 2026 at Dialpad’s booth #519 in Las Vegas March 10-12. To learn more or request a demo, visit https://www.dialpad.com/ai-agent/ or contact [e-mail]. You can also learn more at our blog.

About Dialpad

Dialpad is the AI-first communications and agentic platform defining the next era of business conversations. From customer service to sales to unified communications, Dialpad delivers AI-enhanced experiences for customers worldwide like Randstad, Nasdaq, Express Scripts, T-Mobile, Motorola Solutions, Tractor Supply, and Texas Roadhouse. Backed by Andreessen Horowitz, Google Ventures, ICONIQ Capital, T-Mobile, OMERs and SoftBank, Dialpad is leading the Agentic AI revolution in business communications.