Dialpad, Inc., the leading AI-powered cloud communications platform, today announced a significant breakthrough regarding its proprietary Voice Intelligence (Vi™) AI technology. Dialpad’s Voice Intelligence combines automated speech recognition (ASR) and natural language processing to deliver real-time business optimization, including call coaching, automated note-taking, sentiment tracking, and transcription analysis. After years of continuous updates and more than one billion minutes of voice calls analyzed, benchmarking tests show Dialpad’s transcription model has now surpassed major competitors, including Google’s enhanced telephony model, for both keyword and general accuracy for their customers’ calls.
“This is a huge accomplishment for Dialpad. After the company’s acquisition of TalkIQ in 2018, we’ve been hard at work improving our Vi models to create the best products for our customers. We’re thrilled to share that for the first time, our model’s accuracy outperforms the industry standard in internal testing,” said Dan O’Connell, Dialpad’s Chief Strategy Officer and CRO. “With these enhancements to ASR technology, our customers benefit from more precise transcriptions which leads to more effective real-time coaching, and more accurate recommendations and insights.”