AI Disruption: DialpadGPT and ElevenLabs Tackle the Impact on Sales and Customer Service Jobs

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1:23This is definitely a company that has been around the block. But today on the podcast, I want to talk about a huge new push they have made into the area of AI. And, you know, this is a company that has Marc or Andreessen Horowitz on their board. And so obviously a very well capitalized company with a lot of big connections and jumping into AI is a big deal for this company. So let's jump into it. So I think this is a very notable shift towards niche specific large language models founded on exclusive data. and in this kind of shift that i believe we're going to see more in the future dialpad which is an ai driven customer intelligence platform has unveiled dialpad gpt so this llm is specifically devised to bolster features in customer service sales and recruiting one of these features includes the automation of tasks such as summarization of sales customer interactions and team events right this is something that we've seen a number of other softwares do so nothing too revolutionary there.

2:22But coming from San Francisco, this company was actually established back in 2011. And Dialpad essentially aspires to be recognized as the sales force of AI. So this aspiration has been five years in the making, with a company harnessing 5 billion minutes of unique conversational data to sculpt Datapad GPT. So this new addition is going to complete Datapad's existing AI-enhanced platform used for video meetings, calls, and team interactions. So several conversational AI solutions adopt, you know, really popular LLMs like ChatGPT. However, they're very, very generic, and they actually lack a lot of specific business data.

3:01And, you know, moreover, they also have issues with scalability, accuracy, and also issues related to privacy and security. So Craig Walker, who is the CEO and founder of Dialpad, commented in a recent conversation saying, quote, unless you own that entire stack and have all those inputs, regardless of how you're talking to a customer, it's challenging to develop a model tailored to these kinds of conversations. So supporting this sentiment, Minja, who is a general partner of A16Z with its CEO, Mark Andresen, being, you know, being a member of Dialpad's board noted, quote, Dialpad's AI infrastructure caters to some of the world's most rigorous enterprise demands.

3:44The debut of Dialpad GPT and LLM re-find for enterprise communication promises to be transformative for businesses globally. Not many teams have the expertise to achieve this. So Dialpad's really rich legacy in natural language processing and AI played a very pivotal role in crafting Dialpad GPT. And this expertise was further enhanced in 2018 when Dialpad incorporated TalkIQ, which is a front runner in the conversational data AI. So Walker emphasized that not many in the industry possess the internal AI capabilities that Dialpad has championed since the Talk IQ acquisition. And crafting an LM, as he put it, is a, you know, a very huge task.

4:26He said, quote, creating an LLM is intricate and without a seasoned team, it's daunting as a starting point. It's, you know, an elite mastery in the AI domain. It's not feasible to instantly gather a dedicated team for such an endeavor. And I think that the inspiration behind Dialpad GPT was actually born from a simple experiment. So following the launch of ChatGPT, Dialpad quickly recognized its potential. Walker recounted, our initial step was to process a call transcript through ChatGPT and request a summary. The result was pretty good. The potential of generative AI to distill complex content and offer a concise summary was evident.

5:05So that was kind of the eureka moment that led to the inception of Dialpad GPT. And the objective was pretty clear to essentially harness the technology for every conversation. So Dialpad's primary business streams stem from contact centers and sales with plans underway to really introduce this into recruiting. And I think Walker pointed out that these domains stood out as obvious choices for ensuring comprehensive conversational summaries and tracking actionable insights. Currently, dialpad gpt is accessible to select customers as part of dialpad's early adopter program however in october of this year it's going to be available for broader clientele this is a really interesting field um i think you know this is a this is a service that specifically services call centers and sales and whatnot and you know helping with transcribing of calls i think is really important but i think that we're about to go one step further with ai um if you'll look you'll notice that 11 Labs, who's like one of the best companies as far as, you know, text to audio, has just released instantaneous streaming.

6:11They tweeted this out a couple days ago. And essentially what that means is normally, right, if you think of ChatGPT, you think of the fact that you ask it a question and then you watch it type out its response. And so if you kind of go into like the context of audio, what you'd have to do is query, you know, 11 Labs, say here, read this like script. and then it reads it then it sends you the file what it can do now is live streaming so if you give it a script to read or plug it into chat gpt it can read the script as chat gpt types it out meaning um you don't have to wait till you don't have the latency of waiting until it has finished completing uh the whole script before it responds meaning that you can get you know instantaneous sales calls and customer service like you could literally have uh chat gpt or any sort of ai specifically trained on your customer's data or your company's data to help solve customer service problems and you could let anyone talk to right for all they know they're literally talking to a person but it is just your ai that's trained on your company's customer service data and it can literally have a conversation with them in real time this is absolutely incredible i think this whole area of sales and customer support is and especially call centers is going to be absolutely disrupted in the very coming near future and if you think about this you know like a lot of people are like oh man but like i don't want to talk to like a bot and on the one hand i definitely get that but these things are much more complex much more powerful than bots if they are actually able to be trained specifically on all of your company's data and give really good insights right it's like this customer service request is what we get 90 of the time we know exactly how to do it we know all the answers to their questions we know how to solve it i'm plugging that into a system like this I think could be incredibly powerful.

7:53And on top of that, like you think about people from the UK, maybe they want to hear someone with a British accent talking to them. So it feels like local and native, maybe someone in the United States would want to hear someone with an American accent talking to them on the phone. And maybe someone in India would like to hear someone with an Indian accent talking to them for their customer support on the phone, right? So I think this would be a very beneficial tool to you know, you really can get someone speaking, not only in your accent, but perhaps I live in Iowa and I want someone with the accent like they're from Iowa, right?

8:23Like you can get very geo-targeted. I think that's going to be a massive business to really revolutionize customer support and sales and do it in a way that is very recognizable to people. So this is going to be an interesting area to follow. Of course, Dialpad is doing some interesting things here, but I think 11 Labs is also doing some pretty incredible things as well. And combined, we're going to see some massive disruption for customer service and sales.