SaaStr Annual 2024: Transforming into an AI-Driven Enterprise: Tactical Insights from Dialpad's Journey

Explore the practical steps for incorporating AI into your product in thoughtful and impactful ways, from identifying opportunities to overcoming challenges, to differentiating your product in the swirl of AI buzzwords. Attendees will gain insights into the development, design and deployment of AI technologies to enhance customer experience while staying true to your product vision. This session provides a roadmap for organizations aspiring to harness the power of AI, highlighting actionable tactics and best practices drawn from Dialpad's journey.

1. Transforming into an AI-Driven Enterprise: Tactical Insights from Dialpad’s Journey Sara Jew-Lim VP, Product Management Dialpad Fabrice Della Mea Sr. Director, Product Dialpad

2. Dialpad’s Ai Journey 2016 2018 2020 2022 2024 2017 2019 2021 2023 1B 3B 100M Minutes Analyzed 6B+ Minutes 2018 Dialpad acquires TalkIQ and adds advanced Ai technologies 2019 Dialpad launches first real-time ASR for business conversations 2022 ChatGPT Launches 2020 Ai-enabled features in core product 2021 Advanced Ai features

3. Now what?

4. Neutralize & Differentiate Urgent: Neutralize Leveraged 3rd party AI solutions Fast time to market But, low volume High Cost Potential security exposure Good for PoC, but limit ability to scale e.g. Foreign language Voicemail transcription, PoC for call summary Strategic: Differentiate Leverage what is Dialpad proprietary – our conversational data set of 6B+ minutes Focus In-house AI expertise on purpose-build models & applications DialpadGPT: Proprietary generative LLM model for business conversations e.g. Quality Management, real-time conversation tracking for sales, replace call summaries with DialpadGPT

5. Is AI entering your industry?

6. How can you react? What is the most imminent threat? What do you need to neutralize? What’s becoming “AI Table Stakes” i.e. not an opportunity to differentiate What is the competition doing? What can you tackle immediately? What is your strength? Where can you differentiate? Long term AI Strategy What you have other do not Corpus of large data set? What are your high value outcome features Hard due to scale That can be automated & solved by AI

7. Takeaways

8. Don’t forget Art Empower your sales and customer-facing teams to tell your AI story effectively Ground your AI in customer value – not just AI for the sake of AI Support your customer champions as they evangelize within their companies Science Proof points Model, Data set, purpose-built features… Culture shift AI-driven innovation Demonstrate ROI for your customers AI won’t take your job… your competitors using AI will

9. Thank you!

10. From Blunders to Billions: How AI Could Have Saved Me from Making These 5 Common Mistakes John Kelly Chief Experience Officer ( CxO ) Remote