A tale of two models

The ASR and NLP teams at Dialpad are constantly innovating. In fact, we recently introduced a new feature that leverages the power of AI to detect the purpose of calls so customers can better understand common interaction patterns and extract actionable insights from these patterns. However, as we've discovered, phone calls are not as simple as they seem. Check out our other articles on why we built this and the data we looked at for additional context. In this piece, we'll delve deeper into the two AI models that we developed for this specific feature, including the success we saw and challenges we overcame.