Dialpad
by Dialpad
· Based in United States →
— First in AI. Best in Agentic. Your full customer experience stack—in one platform.
Contact sales for pricing
Overview
Dialpad offers an AI-powered communication platform designed for various industries, including healthcare. It provides conversational and agentic AI tools to automate and streamline patient interactions and administrative workflows.
- What it does: Dialpad’s AI capabilities include real-time transcription, sentiment analysis, call summaries, and post-call insights. Its AI Agents can handle routine tasks such as appointment scheduling, reminders, patient intake, post-visit follow-ups, and answering common billing questions. The platform supports omnichannel communication, including voice, video, SMS, and chat.
- Who it is for: This tool is for healthcare organizations, including hospitals, ambulatory practices, and private practices, aiming to enhance patient engagement and operational efficiency. It can be utilized by administrative staff, contact center agents, and care teams.
- How it fits a clinical or practice workflow: Dialpad integrates with existing systems like EHRs and CRM platforms to facilitate data flow and streamline workflows. It can automate routine patient communications, reducing the administrative burden on staff and allowing them to focus on more complex patient needs. For example, AI Agents can guide patients through intake, schedule appointments 24/7, and automate post-visit check-ins. The platform also offers tools for internal collaboration among healthcare teams, including AI-generated meeting summaries and real-time transcriptions.
- Notable capabilities: Key features include AI-driven conversation intelligence, real-time coaching for agents, and automated workflows for patient support. Dialpad states that it supports HIPAA-compliant communications for eligible healthcare customers, with features like secure call recording, customizable data retention, and enterprise-level encryption. Organizations can configure deployment, access, permissions, and retention settings to align with internal policies and regulatory requirements.
Reviewed by Pouyan Golshani, MD — Interventional Radiologist
Key Features
- Agentic AI-powered contact center
- Real-time AI tools (transcription, sentiment analysis, live coaching)
- Omnichannel communications (phone, video, SMS, chat)
- AI Agents for autonomous workflows (scheduling, refunds, re-bookings)
- EHR integrations (Epic, AthenaHealth, Cerner, Meditech, NextGen)
- PII Redaction for sensitive information protection
- Customizable data retention and management
- AI Playbooks and Scorecards for training
- Conversation intelligence and analytics
- Enterprise-grade security and privacy
Use Cases
- Run a high-performing contact center for patient inquiries
- Automate patient intake and post-visit follow-up
- Empower outbound sales teams with AI insights
- Streamline internal and external communications for healthcare providers
- Enhance patient experience with intelligent call routing and chatbots
- Facilitate secure telehealth appointments and messaging
What Physicians Need to Know
Ambient Listening Capability
Dialpad AI offers live speech recognition that transcribes calls in real-time, extracting keywords, action items, and speaker labels. It converts audio into searchable text and call highlights. This allows for real-time coaching, automated note-taking, and sentiment tracking. The AI can be turned on at the beginning or during a call, providing real-time transcripts, action notes, and capturing key details.
EHR Auto-Population
Dialpad integrates with major EHR platforms like Epic and AthenaHealth. For Epic users, Dialpad embeds directly into Epic Hyperdrive and Epic Cheers via the NovelVox CTI Connector, offering a unified communication experience within the EHR. This integration provides automatic screen pops and caller-patient matching upon call arrival, and call logging directly into Epic Cheers, tied to the correct patient record. It also allows for click-to-dial functionality from within Epic.
Note Template Customization
Dialpad utilizes 'Custom Moments' which are user-defined moments triggered by preset words or phrases during a conversation. These can be created from scratch or using pre-built templates and serve as bookmarks for important themes, aiding in call center coaching, historical trend reporting, and call review. Dialpad AI Recaps also allow for choosing different formats for call notes.
Specialty-Specific Models
Dialpad uses DialpadGPT, a specialized, domain-specific Large Language Model (LLM) designed for business communications. This model is trained on billions of minutes of business conversations to reduce inaccuracies and 'hallucinations' often found in generic LLMs. While not explicitly stated as 'medical specialty-specific' in the provided information, its domain-specific nature suggests a focus on business and communication nuances.
Dictation Accuracy Rate
Dialpad's transcription model has shown to surpass major competitors, including Google's enhanced telephony model, for both keyword and general accuracy in internal benchmarking tests. However, accuracy can drop with strong regional accents, non-native English speakers, cross-talk, noisy environments, or technical jargon not in its training data. Names of products, companies, and people are also frequently misspelled in transcriptions. When properly trained on patient interactions, AI medical scribe software generally achieves 90-95% accuracy for clinical notes.
Real-Time vs Post-Visit Processing
Dialpad offers both real-time and post-call processing capabilities. It provides real-time transcription, sentiment analysis, and live coaching during calls. After a call, Dialpad automatically generates AI-powered summaries, outcomes, and action items, along with a searchable transcript and audio recording. This post-call automation aims to reduce after-call work by largely completing tasks before the agent moves on.
Multi-Speaker Recognition
Dialpad's automatic speech recognition (ASR) can distinguish between different voices, which is useful for real-time transcripts of conference calls and video meetings, with speaker labels included.
Note Turnaround Time
Dialpad's AI-powered post-call automation aims to significantly reduce the time spent on after-call work, such as writing notes and updating records, by largely completing these tasks in real-time. AI-generated post-call summaries, transcripts, and action items are automatically sent to attendees. This suggests a near-instantaneous turnaround for initial notes and summaries.
Chart Review Features
Dialpad offers call analytics and charts with various data visualizations, including graph data, heat maps, and pie charts. These insights cover business communications and allow for reviewing interactive voice response (IVR) call flows and total text volume. Admins can save and export data or schedule reports. Dialpad's analytics provide real-time and historical insights into contact center activity, agent performance, and service trends through customizable dashboards. It also allows for tracking keywords and 'moments' (e.g., positive sentiment, manager attention needed).
Physician Tip
Leverage Dialpad's real-time transcription and AI-generated summaries to minimize manual note-taking during patient interactions, allowing for greater focus on the patient. Utilize Custom Moments to tag important discussion points or recurring themes for easier review and follow-up. Integrate Dialpad with your EHR (like Epic or AthenaHealth) to streamline documentation, enabling automatic call logging and patient record matching, thereby reducing administrative burden. Be mindful of potential transcription inaccuracies with strong accents or highly technical medical jargon, and always review AI-generated notes for completeness and accuracy before finalizing patient records.
Dialpad offers robust integrations with key healthcare and business platforms. It directly integrates with major EHR systems such as Epic and AthenaHealth, providing embedded telephony controls and automated data syncing. Beyond EHRs, Dialpad integrates with popular CRMs like Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Zoho, and ServiceNow, enabling automatic logging of calls, texts, notes, and recordings. Other integrations include G Suite, Amazon Alexa, Zapier, and Filevine. These integrations aim to unify communication, patient data, and AI, reducing the need to switch between multiple applications.
Details
| Category | Documentation & Scribing, Medical Phone & Communication, Telehealth & Virtual Care |
| Pricing |
Contact sales for pricing
|
| Deployment | Cloud-based |
| Compliance | |
| BAA Available | Unknown AI-estimated |
| HIPAA Compliant | Unknown AI-estimated |
| FDA Status |
Unknown AI-estimated The website does not provide information about FDA clearance. Given that Dialpad is a communications platform, FDA clearance may not be applicable. |
| Integrations | |
| EHR | Not specified |
| Specialties | Family Medicine, Hospital Medicine, Internal Medicine |
What the Web Says
Dialpad is an AI-powered cloud communication platform offering voice, messaging, and video conferencing, often praised for its intuitive interface and AI features like call summaries and real-time transcription. While it's considered user-friendly for small to mid-sized businesses and general sales/support teams, its suitability for healthcare, particularly larger practices, is debated due to concerns about deep EHR integration and specialized patient communication automation. Customer support experiences are mixed, with some users reporting excellent service and others citing long wait times and unhelpful AI-driven support.
Overall: MixedStrengths
- Intuitive interface and ease of use, simplifying communication and enhancing productivity.
- AI-powered features like call summaries, real-time transcription, and sentiment analysis.
- Reliable call quality for business communications (though some report inconsistencies).
- Unified platform for calls, messages, and meetings in one application.
- HIPAA-compliant privacy and security safeguards for healthcare (though not always default or deeply integrated).
- Good for small to mid-sized businesses and sales/support with light workloads.
Limitations
- Inconsistent call quality, especially with poor internet connections or on mobile apps.
- Customer support can be frustrating, with long wait times, unhelpful AI agents, and difficulty escalating issues.
- Lack of deep integration with Electronic Medical Records (EMR) systems, which is crucial for healthcare.
- AI features are primarily built for sales environments and may not cater to clinical workflows or automate patient communication effectively.
- Potential for hidden fees, extra charges for add-ons, and surprise invoices.
- Admin workload scales poorly for larger organizations with multiple sites due to a lack of global defaults and centralized policies.
Based on reviews from: Dialpad.com, G2.com, Capterra.com, Reddit (r/VOIP), Nextiva.com, PCMag.com, SalesHive.com, SoftwareAdvice.com, Trustpilot.com, YouTube (Emitrr channel)
Last updated: 2026-07-28
Ratings & Reviews
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Press & Coverage
PRWeb
NovelVox and Dialpad Expand Partnership to Power Agentic AI Across Healthcare and Financial Services
NovelVox and Dialpad have expanded their partnership to bring agentic AI capabilities to healthcare, banking, and credit union customers, enabling more intelligent and automated customer interactions within regulated environments. This collaboration helps Dialpad customers integrate with critical business applications like EHRs, improving agent productivity and personalized service.
2026-06
Dialpad
Dialpad Announces Agentic AI Product Advancements
Dialpad announced significant advancements to its Agentic AI platform, including 'Proving Ground' for testing AI agents and 'Guardian' for AI governance, addressing critical concerns for enterprises, especially in healthcare. Healthcare Outcomes Performance Company (HOPCo) highlighted how Dialpad's AI reduced resolution times and improved patient satisfaction while maintaining strict governance.
2026-03
Dialpad
Dialpad Launches Its Agentic AI Platform, Ending the Chatbot Era and Redefining the Future of Customer Service
Dialpad launched its Agentic AI Platform, moving beyond chatbots to autonomous AI agents that can understand complex requests and execute multi-step tasks across existing systems. Early adopters in various sectors, including healthcare, are experiencing faster resolutions and higher customer satisfaction.
2025-10
Dialpad
Streamline healthcare workflows with the new SpinSci integration.
Dialpad now supports integration with SpinSci, a healthcare integrations provider, for customers using major EHRs like Epic, Athena, and Oracle Cerner. This integration allows agents in the medical field to bring Dialpad and healthcare record providers into SpinSci's single interface, streamlining workflows.
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Dialpad
AI-Powered Healthcare Communications Platform
Dialpad offers an AI-powered healthcare communications platform designed to unify secure patient communications, real-time AI, and AI Agents to improve patient access and reduce administrative burden. The platform is built with enterprise-grade security and privacy, supporting HIPAA compliance frameworks to protect patient data.
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Dialpad
4 Powerful Benefits of an AI-Powered Contact Center
This webinar highlights how Homestead Smart Health Plans transformed its contact center using Dialpad AI Contact Center, empowering agents and streamlining coaching. The technology aims to improve customer service for insurers and customers by leveraging AI.
2024-08
Business Wire
Dialpad Surpasses $300M in Annual Recurring Revenue Propelling Market Leadership in AI-Powered Communications Intelligence
Dialpad announced it has surpassed $300M in annual recurring revenue, driven by its early investment in AI. The company is strengthening its position in the contact center market with the acquisition of Surfboard, a modern workforce management platform.
2024-10
TechBullion
How Freefax.pro Helps Fintechs Dodge Expensive Fax Routing Mistakes
Cloud-hosted communication platforms like Dialpad are noted for their role in regulated industries, where rigorous endpoint verification is crucial for sending sensitive financial and medical files. The article emphasizes the enduring legacy of fax in corporate communications for contract finalization, medical records exchange, and regulatory filings.
2026-07
Frequently Asked Questions
Dialpad's AI Scribe automatically transcribes patient conversations and can summarize key details, which can help physicians quickly capture essential information for clinical notes. This reduces the need for manual note-taking during appointments, allowing physicians to focus more on the patient.
Dialpad states it is HIPAA compliant, meaning it adheres to the necessary security and privacy standards for protected health information (PHI). Physicians should always review Dialpad's specific BAA (Business Associate Agreement) and security protocols to ensure full compliance with their organizational requirements.
Alternatives to Dialpad for AI medical scribing include solutions like Nuance Dragon Medical One, Suki, and Augmedix. These platforms often offer specialized medical vocabularies, direct EHR integration, and varying levels of human-in-the-loop review, which can differ from Dialpad's more general AI Scribe capabilities.
Dialpad offers different pricing tiers, typically based on features and number of users, with specific add-ons for AI capabilities. Physicians would need to consult Dialpad directly for healthcare-specific pricing, as it may differ from general business plans. It's important to compare these costs with specialized medical scribing solutions, which might have different licensing models or per-encounter fees.
While Dialpad's AI Scribe is advanced, its accuracy with highly specialized medical terminology or complex, nuanced clinical discussions might have limitations compared to dedicated medical AI scribes. Physicians should be prepared to review and edit transcriptions to ensure complete accuracy and capture all critical details, especially in intricate cases.
Dialpad offers various integrations, and while it may integrate with some business applications, direct, deep integration with all EHR systems for automated note population might require custom solutions or be more limited than specialized medical scribing platforms. Physicians should verify specific EHR compatibility with Dialpad.
Beyond HIPAA compliance, Dialpad employs measures like end-to-end encryption for communications and robust access controls to protect data. They also have certifications like SOC 2 Type 2, indicating a commitment to security best practices. Physicians should review Dialpad's security whitepapers for detailed information on their data protection protocols.
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| Last Verified: 2026-07-26 | First Added: 2026-07-26