Customer intelligence. Built right into Google.
Turn every customer conversation into searchable enterprise intelligence across Gemini Enterprise and Google Workspace with Dialpad and Google Cloud.
Go beyond the data record with Dialpad + Gemini Enterprise
Move beyond CRM records. Build your business strategy around the voice of your customer—in real time, directly from your conversations.
Query customer conversations in natural language
Ask questions in plain English to surface customer insights alongside Google Workspace context, giving every team access to what customers actually said—not just what’s stored in CRM records.
Turn conversation intelligence into cross-functional action
Deploy with enterprise-grade control
Put customer intelligence where work happens
Collaborate using real-time customer context
Bring the voice of the customer directly into Google Workspace so teams can access customer conversations, resolve issues faster, and make decisions using a complete customer history.
Keep teams moving without breaking focus
Simplify procurement and maximize cloud spend
Harness the voice of the customer
Access customer conversations directly inside Gemini Enterprise and Google Workspace so sales, service, support, and operations can make decisions guided by real customer experiences.
Scale with a deeper Google Cloud partnership
Built on a decade-long Google Cloud foundation, the partnership spans product innovation, co-sell motions, and programs. These initiatives are designed to help businesses grow by turning customer conversations into a trusted source of intelligence across Google Cloud and Gemini Enterprise.
Validate your AI strategy
Activate Dialpad on Google Cloud
Turn your customer conversations into your organization’s most valuable source of customer intelligence. Purchase Dialpad on Google Cloud Marketplace to simplify procurement and apply committed cloud spend, or talk to our team about the best path forward.
Conversational AI in contact centers FAQs
Conversational AI in a contact center is technology that handles or assists with customer interactions using natural language, across voice and digital channels. It understands customer intent, responds in context, takes action within defined workflows, and escalates to a human agent when needed, carrying full conversation context forward.
IVR (Interactive Voice Response) routes customers through scripted menus using keypad input or basic voice commands. Conversational AI understands natural language and intent, so customers can describe what they need in their own words rather than selecting from a fixed list of options. Conversational AI can also handle multi-turn dialogue, take action within workflows, and adapt based on what the customer says. IVR cannot.
In a well-designed implementation, escalation carries the full conversation history to the human agent automatically. The agent can see everything the AI handled, what the customer asked, and what was already resolved, so the customer doesn't have to repeat themselves. This context transfer is one of the most important design decisions in any conversational AI deployment.
Yes, but voice and digital channels have different technical requirements. Voice interactions require lower latency and more sophisticated handling of interruptions and turn-taking. The strongest platforms handle both natively rather than treating one channel as an afterthought. Dialpad AI Agents operate across voice and digital channels within the same platform.
The most meaningful metrics are self-service resolution rate (not just deflection rate), CSAT for AI-handled interactions, average handle time for agent-assisted interactions, and QA coverage and score consistency. Deflection rate alone can be misleading: a high deflection rate with poor resolution quality damages customer satisfaction without reducing agent workload meaningfully.