Dialpad Ai usage trends, and what you might be missing

Ai Recaps: The feature teams can’t live without

Remember when meetings meant scribbling notes while trying to keep up with the conversation? Those days are long gone. 

85.53% of Dialpad customers now rely on Ai Recaps, allowing them to focus on conversations instead of documentation. This shift has led to an incredible 1.2 million Ai Recaps generated every day, with 316 million sent out over the past year.

Beyond just convenience, Ai Recaps are driving real efficiency. Calls are now 25% shorter, cutting down on unnecessary back-and-forth and allowing teams to make decisions faster. Instead of revisiting the same discussions, they can act on insights immediately.

Ai in contact centers: The new standard

For support teams, Ai isn’t just a feature—it’s how they operate. A staggering 97% of Dialpad support customers are now using Ai, streamlining everything from agent coaching to customer interactions.

The impact is impossible to ignore:

• Supervisors spent 55% less time on manual grading, freeing them up for coaching and team development.
• Customer satisfaction scores (CSAT) hit an average of 4.35 out of 5 when Real-Time Assist cards were in play. These Ai-powered prompts give agents instant guidance, helping them respond more effectively.
• Dialpad Ai is handling 1.2 billion minutes of Ai-enabled calls daily, proving its ability to perform at an enterprise scale

Ai expertise that drives real innovation

These advancements don’t happen by chance. Dialpad’s Ai is backed by a powerhouse team:

• 21 PhDs specializing in Ai and machine learning
• 245 years of combined Ai experience
• 263+ published research papers
• 20+ publications for top conferences

This deep expertise fuels the Ai-driven tools businesses are using to communicate more effectively, reduce inefficiencies, and scale their operations.

What this means for businesses in 2025

The takeaway? Ai isn’t just reducing admin work—it’s a proven strategy for success.

• Ai is eliminating tedious tasks, giving teams more time for strategic work.
• Adoption rates show that teams embrace Ai when it delivers real efficiency gains.
• Ai-powered communication has proven to work at scale—1.2 billion minutes of Ai-enabled calls a day don’t lie.

For companies still on the fence about Ai, the data speaks for itself. Ai-powered communication is here to stay, and the businesses adopting it today are the ones setting the pace for the future.