Virtual PBX Featured Article

Dialpad Buys Real-time Speech Recognition Company TalkIQ

May 18, 2018

By Paula Bernier - Executive Editor, TMC

Dialpad has purchased real-time speech recognition company TalkIQ. The company plans to combine TalkIQ’s solution, which leverages natural language processing, with its own technology to help businesses learn from conversations.

The terms of the deal were not disclosed.

The TalkIQ technology will enhance the Dialpad, Dialpad Call Center, and UberConference solutions. In fact, Dialpad is already offering a beta trial version of Dialpad VoiceAI with Real-time Transcription, Real-time Sentiment Analysis, and Smart Notes. That’s available to existing Dialpad customers with paid subscription plans taking effect July 1.

Here’s what’s happening on the leadership front. Dan O'Connell, TalkIQ CEO, has been appointed general manager of VoiceAI at Dialpad. He also has a seat on the Dialpad board. Rory O'Driscoll of Scale Venture Partners, TalkIQ's lead investor, becomes a Dialpad Board Observer.

"Voice interactions represent the world's last offline dataset," said O'Connell. "By melding TalkIQ's speech recognition and natural language processing technology with Dialpad's leading messaging, conferencing, and telephony platform, VoiceAI is the first technology to seamlessly capture and understand conversations with no latency; all within a user's individual control. Since everything we do is native to the Dialpad experience, we don't need customers to install new software or change behavior. Pick up the phone and we'll do our magic."

That magic includes the ability to do real-time call transcription, coaching, and sentiment analysis, as well as to take what Dialpad refers to as Smart Notes.

The real-time call transcription is supported on Dialpad, Dialpad Call Center, or conference calls using UberConference. Meanwhile, VoiceAI will help improve sales and support team performance by delivering real-time feedback and recommend responses to customer inquiries.

The real-time sentiment analysis feature within Dialpad Call Center will identify positive and negative aspects of client conversations and calculate customer satisfaction scores for all calls. And Smart Notes will enable users to capture meeting notes, note and track action items, and highlight important moments. That will enable organizations to capture the greatest value from each interaction.

"AI-driven voice analytics represents a massive untapped opportunity in communications. And we're bringing it to life with TalkIQ's unmatched technology and engineering talent," said Dialpad CEO Craig Walker.

Edited by Maurice Nagle


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