Talkdesk innovates contact center AI for better CX

CALIFORNIA, UNITED STATES — Cloud contact center solutions provider Talkdesk announced new capabilities integrating generative artificial intelligence (GenAI) across its platform.
The updates aim to deliver more personalized, efficient, and responsible AI to improve customer experience.
The new features enable companies to identify AI biases and inaccuracies through observation tools, establish guardrails on outputs, and simulate results. This allows enterprises to benefit from AI while ensuring its responsible use.
With the new capabilities, Talkdesk enables agents and virtual agents to deliver faster, more precise responses powered by generative AI. It is also helping companies introduce automation based on trending topics without coding experience.
According to early adopters like independent moving firm JK Moving Services, the technology has significantly decreased handle times and increased repeat business.
“With the introduction of GenAI, we’ve taken our quality of service and operational efficiency a massive step further: our handle times have significantly decreased, and repeat business for our inside sales team has increased by 55%,” said Ken Cohen of JK Moving.
The launch builds on Talkdesk’s existing portfolio of AI innovations. It furthers the company’s efforts to make AI accessible and drive innovation in customer experience.
“As more enterprises deploy GenAI within business functions, it’s clear that more work needs to be done to ensure accuracy, responsibility, and accessibility of the technology,” said Talkdesk Founder and CEO Tiago Paiva.
“At Talkdesk, we’re taking a stand in the CCaaS industry to ensure that GenAI within the contact center does no harm to the business or its customers, provides the right level of personalized experiences across the customer journey, and gives more businesses access to its benefits,” Paiva added.