Social Media Interactions

Channel Futures: Interactions in this space are important. We see interactions across Google search, we see interactions coming from social media. How is your platform incorporating all those elements for the future of the contact center?

Dialpad’s Dan O’Connell: I think there are two things to that. One is that users are starting their journey in a contact center on digital and self-service, meaning digital channels might be on social media and might be interacting with a brand such as Twitter or Instagram. Or they’re going to a website like Dialpad and then they want to find their own information and engage with a chatbot. That can be a voice chatbot or just a web chatbot. We have fully integrated our platform today with the ability to serve customers through omnichannel. Two, we provide them with essentially virtual agents. We’ve got these automated in ways that are infused with AI that lets them find the information they need at any moment in time.