Eye On A.I. #258 Brian Peterson: How Dialpad is Building the Future of AI-Powered Communication
May 29, 2025
In this engaging discussion, Brian Peterson, CTO and Co-Founder of Dialpad, shares his vision for the future of AI in communication. With a rich background from Google Voice, he reveals how Dialpad harnesses 8 billion minutes of voice data to craft a sophisticated AI-driven platform. Topics include real-time sales coaching, predictive analytics to prevent churn, and the importance of owning the full tech stack for superior customer experiences. Brian also touches on overcoming AI adoption challenges and the role of automation in enhancing human interactions.
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Brian Peterson's Founding Story
- Brian Peterson co-founded Dialpad after building Google Voice at Google.
- He leveraged his Google cloud infrastructure experience to start Dialpad 14 years ago with Google funding.
Unified AI Communication Platform
- Dialpad integrates call center, chat, email, messaging, voice, and video into one platform.
- They layer AI on top to improve customer communication with features like real-time coaching and chat support.
DialpadGPT Fine-Tuned with Real Data
- Dialpad's large language model is fine-tuned using over 8 billion minutes of real sales and support calls.
- This domain-specific tuning yields higher transcription accuracy than general-purpose tools.