CRM updates
Update a record when a call ends.
Products
Contact Centre AI & Automation for Calling Operations
Reduce repetitive operational steps with supported AI and automation features that work alongside your agents, campaigns and business systems.
- Unlimited users
- Open API & integrations
- Browser-based, nothing to install
Lifecycle
Where automation fits in the call lifecycle
Automation can help at several points around a call. The capabilities available to your account are validated in a demonstration.
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1
Before the call
Prepare lists and rules so calls start from the right place.
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2
Dialling
Pace calls and help identify likely voicemail.
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3
During the call
Support agents with context and next steps.
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4
Outcome capture
Record the result of each call consistently.
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5
Follow-up
Trigger the next action in your other systems.
Voice AI
AI voice interactions and human workflows
Voice AI handles routine, structured conversations, while people keep the conversations that need judgement. The dedicated Voice AI Agent page goes deeper into conversational features, handoff and oversight.
- Routine conversations handed to a voice AI agent
- People available when a call needs them
- Clear rules for when a call moves to a person
Triggers and actions
Automate campaign and operational actions
Webhooks fire on every call event, so one event can set off the next step. Work is configured per campaign, and the options available to your account are confirmed in a demonstration.
Notifications
Alert a team or a Slack channel when something happens.
Assignments
Create follow-up work for the right person.
Scheduled actions
Run routine steps on a schedule, where supported.
Connected systems
Connect automation to CRM and reporting
Automation depends on data moving cleanly. Dialog uses its API and webhooks, with call records streamed to BigQuery or cloud storage on AWS, Google Cloud and Azure and reviewed in tools such as Looker Studio. See Voice API & Integrations and reporting and analytics.
- API and webhooks for call events
- Call detail records for your own systems
- Data destinations you already use
- No assumption of native connectors that are not confirmed
Guardrails
Governance, exceptions and human oversight
Automation needs guardrails. Agree these with your own advisers, and see how compliance controls support your policies.
Approvals
Decide which automated actions need sign-off.
Audit trail
Keep records of what automation did and when.
Fallback processes
Know what happens when automation fails.
Consent
Respect consent and calling-hour rules throughout.
Manual override
Let people step in at any point.
Identify valuable automation use cases
Start where repeated work is clear and the risk is low. The table helps rank candidates, and each one is subject to validation.
| Use case | Why it can help | What to validate |
|---|---|---|
| Follow-up | Removes repeated manual steps after calls. | Which events trigger it. |
| Routine qualification | Frees agents for harder conversations. | Scope and handoff rules. |
| Disposition sync | Keeps your CRM aligned with call outcomes. | Field mapping and error handling. |
| Escalation | Raises issues quickly when needed. | Who is notified and how fast. |
Subject to confirmation of supported features.
Pilot roadmap
How to start with a controlled pilot
A pilot proves value before anything is widened. Agree the measures with the people who will own the result.
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1
Define outcomes
Say what better looks like.
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2
Scope integrations
List the systems and data involved.
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3
Plan tests
Cover normal and unusual calls.
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4
Name owners
Give each part a responsible person.
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5
Set acceptance criteria
Agree what must be true to widen the pilot.
Product demonstration
See AI and automation in a product demonstration
A demonstration shows which automation features are available to your account and how they connect to your systems. The wider flow is explained in how it works.
- Answering machine detection and voice AI
- Webhook-driven actions
- Data and reporting destinations
- Guardrails and human oversight
AI & Automation: frequently asked questions
What is contact centre AI automation?
Contact centre AI automation uses software, and in some cases AI models, to take over repetitive steps in calling work, such as detecting likely voicemail, handling routine conversations or triggering follow-up actions. People stay responsible for the decisions that need judgement. The features available to your account are confirmed in a demonstration.
How does AI support call centre teams?
AI can help in focused ways: identifying likely voicemail so agents spend less time on it, handling routine conversations through a voice AI agent, and sending call events to other systems. Detection is never perfect, so results should be validated against your own routes, traffic mix and operating requirements before production use, and reviewed again as conditions change.
What is the difference between AI voice agents and workflow automation?
An AI voice agent holds a spoken conversation with a caller within defined limits. Workflow automation acts on events and data, for example updating a CRM record or notifying a team when a call ends. They can work together, and the Voice AI Agent page explains the conversational side in more depth.
Can automation connect to existing CRM systems?
Yes, through the API and webhooks, which can update records and start workflows when call events occur. These integrations are built with the API rather than packaged connectors, so scope each one with the team, agree who owns it afterwards, and test it with real examples. Details are on the Voice API & Integrations page.
How can teams monitor automated workflows?
Teams can review outcomes in reporting and call detail records, watch event data arriving in their own systems and keep an audit trail of automated actions. Agree who reviews what, and how often, before a pilot begins. Reporting views available to your account are covered under reporting and analytics, and any gaps should be raised with the team early.
How should organisations pilot call automation?
Start with one narrow use case, define what better looks like, and agree the integrations, tests and owners. Run the pilot on a limited set of calls, review the results with the people involved, and widen the scope only when your acceptance criteria are met. Keep manual override available throughout.
See how AI & Automation would fit your operation
Discuss your use case, existing systems, calling volumes and integration requirements with the Dialog team.
Tailored demo · Unlimited users