Dialpad AI: Scaling Contact Center AI From Pilot to Production

Dialpad is focusing on making AI scalable for contact centers. This comes as many companies struggle to move AI agent projects from pilot to production. At Enterprise Connect 2026, Dialpad highlighted that while 79% of companies adopted AI agent technology in 2025, about half of these projects stayed in pilot. Independent research from Dynatrace in January 2026 found that 52% of senior leaders see security or privacy as a production barrier. Additionally, 51% struggle to manage agents at scale. Only 13% are running fully autonomous agents. Dialpad's roadmap includes Skill Mining, Agent Studio, Proving Ground, COMPASS, and Guardian. They shipped Agent Studio, Proving Ground, COMPASS, Guardian, and expanded Agentic Analytics in March 2026. Stronger WFM, reporting, and credit visibility were added in June and July. Skill Mining, however, remains a moving target. Dialpad reports 97% AI adoption among its contact center customers. They also cite 775 million AI Recaps and 450 million AI CSAT scores. The bottom line is that Dialpad aims to provide a credible path for companies to implement AI agents effectively.