Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, announced the integration of agentic AI across its entire AI platform, now branded as Talkdesk Ascend AI™.
The Talkdesk Ascend AI platform powers the company’s flagship AI portfolio, including Talkdesk Autopilot™, Talkdesk Copilot™, Talkdesk CX Analytics™, and other industry-leading AI-driven CX solutions. The addition of agentic AI allows the full Talkdesk AI suite to leverage AI Agents to perform complex tasks and make decisions more independently, without human intervention. Talkdesk Ascend AI, integrated with agentic AI, takes contact center efficiency to unprecedented levels of autonomous, hyper-personalized customer experience.
AI Agents are the cornerstone of next-generation intelligent customer experience. These intelligent agents handle tasks by perceiving their environment, making decisions, and taking action to achieve specific goals, either autonomously or semi-autonomously. They operate 24/7 and deliver unmatched efficiency by handling tasks faster and at scale. Analyzing inputs from sources throughout the customer journey and independently performing actions that improve workflows, including assisting agents and supervisors, AI Agents positively impact key metrics like average handle time (AHT), first call resolution (FCR), and service level.
The integration of AI Agents into Talkdesk Ascend AI enables transformative customer experience benefits for Talkdesk customers, including:
- Enhanced decision making. AI Agents process vast amounts of data in real time, making data-driven, autonomous decisions that continuously improve as they learn and adapt.
- Personalization at scale. AI Agents create personalized customer experiences by dynamically adapting their responses to real-time interactions, often going beyond human possibility.
- Adaptability. AI Agents adjust to changing environments, making them highly versatile across various industries and customer scenarios, far beyond pre-scripted workflows.
- Autonomous operations. With minimal supervision, AI Agents manage complex tasks and processes, elevating automation to new heights in customer experience.
Talkdesk will showcase the power of agentic AI across Talkdesk Ascend AI at the Gartner Symposium/IT Xpo™ 2024 in Orlando, Florida. Attendees will experience hands-on demonstrations of how Talkdesk Autopilot™ utilizes AI Agents to deliver extraordinary levels of automation to manage goal-oriented, human-like conversations. This represents a leap beyond traditional, pre-scripted chatbots, which often lead to frustration due to their limited capabilities. AI Agents for Talkdesk Autopilot sets a new standard for trusted, dynamic, autonomous, and intelligent interactions that elevate the customer experience.
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Tiago Paiva, chief executive officer and founder of Talkdesk, commented: “The integration of AI Agents into Talkdesk Ascend AI represents a pivotal advancement in how we deliver intelligent, seamless CX solutions. By combining AI Agents with industry-leading cloud intelligence, we can now automate complex use cases at a scale and quality previously unattainable. This evolution sets a new standard for automation in the contact center, enabling unparalleled efficiency, adaptability, and precision in customer interactions.”
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