Native AI, woven into every interaction.
We don't view AI as an add-on. Dialog 365 Intelligence is the foundational layer that powers customer understanding, automates resolution, and augments agent performance across the entire enterprise stack.
AI Voice
Conversational voice AI that handles inbound calls with natural language understanding, reducing queue times.
AI Messaging
AI-native messaging across WhatsApp, SMS and web that resolves FAQs and transactional queries, and escalates to a human agent with full context.
Agent Copilot
Real-time assistance for human agents, providing suggested responses, sentiment analysis, and summarization.
AI Email
Inbound email is triaged by intent and urgency, and a reply is drafted for the agent. They send it, edit it or rewrite it — nothing leaves without a person approving it.
Autonomous Voice Resolution
Dialog 365 Voice AI acts as the first line of defense for your contact center. It understands complex intent, resolves common issues without human intervention, and routes complex cases intelligently.
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Eliminates hold times with instant pickup and intent recognition. -
Handles authentication and basic transactions securely. -
Seamless context handoff to human agents for complex escalations.
24/7 Intelligent Messaging
Deploy always-on conversational agents across Web, WhatsApp, and SMS. Our language models are trained on your knowledge base to provide accurate, consistent answers instantly.
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Deflects up to 60% of repetitive inquiries automatically. -
Understands context and nuance, avoiding robotic loops. -
Updates order status, processes refunds, and schedules callbacks.
Supercharging Human Agents
AI Copilot doesn't replace your team; it empowers them. By analyzing live conversations, Copilot surfaces relevant articles, suggests responses, and automates note-taking in real-time.
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Reduces average handle time (AHT) by surfacing answers instantly. -
Automates after-call work (ACW) with instant summarization. -
Monitors sentiment to alert supervisors when intervention is needed.
One Brain, Multiple Channels
Dialog 365 maintains a single thread of context. If a customer starts in a voice call and moves to chat, email or fax, the AI remembers. Intent data, customer history and sentiment scores are shared instantly across the entire unified layer, eliminating data silos.
How it is built
The engineering choices that decide whether a voice agent is usable in production.
Sub-second responses
Streaming transcription, reasoning and synthesis overlap rather than queue, so time to first audio stays under a second regardless of reply length.
Deterministic workflows
The language model understands the request and phrases approved content. It never authors facts — those come from workflow steps and system-of-record lookups.
WebRTC and HD audio
Opus at 48kHz over WebRTC preserves the full speech spectrum, where narrowband telephony discards the frequencies that distinguish similar consonants.
Pluggable speech engines
Deepgram, ElevenLabs, Cartesia, Sarvam and Microsoft Azure Cognitive Services, chosen per deployment, language and latency budget.
Any LLM
Commercial APIs or self-hosted open weights, in your own cloud where residency requires it, with different models for different contact types.
One platform
Voice agents, the routing engine and agent assist are one system, so nothing is serialised across a vendor boundary at the handoff.
Frequently asked questions
The questions we are asked most often about how Dialog365 works.
What makes Dialog365 AI-native?
The voice agent, the routing engine and the live-agent assist were built as one system, not assembled from separate products. They share the same context, so a conversation moves from AI to human without anything being rebuilt or repeated.
Can the voice agent hold a real conversation?
Yes. It replies in under a second, handles interruptions and mid-sentence corrections, and follows the conversation rather than a scripted menu tree. Customers describe the problem in their own words.
What happens when a call moves to a human agent?
Our AI-orchestrated ACD engine reads intent, sentiment, skill and past outcomes, then routes to the agent most likely to resolve it. The full transcript and a written summary are on screen before the agent speaks.
How does AI help agents during a live call?
Three systems run alongside them. AI Emotion scores the customer’s emotional state turn by turn, AI Assist suggests the action to take and the product detail to quote, and AI Coaching guides the agent live on what to say next.
Does Dialog365 work with our CRM?
Yes. Dialog365 integrates with Salesforce, HubSpot, Microsoft Dynamics 365, Zoho, ServiceNow and Pipedrive, so records and conversation history stay in the system your team already uses.
Which channels does Dialog365 support?
Voice, chat, email, WhatsApp and social messaging in one queue — plus native Microsoft Teams, so colleagues outside the contact center can join a customer conversation without leaving Teams.
How secure is the platform?
We prioritise data protection with enterprise-grade security, full encryption in transit and at rest, and compliance with regulations including GDPR.
Does Dialog365 automate email replies?
Yes, with a person in the loop. Incoming email is triaged by intent and urgency, then the AI drafts a reply from your knowledge base and the conversation history. The agent reviews it and sends, edits or rewrites it — no email goes out without approval, so agents save the writing time without losing control of what is said.
Ready to get started?
Connect with our sales team to discuss your needs.