Artificial Intelligence agents, as part of the Talkdesk Ascend AI platform, are redefining the art of the possible in the customer experience as actions, decisions and goals are initiated and created without direct human intervention
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By integrating agentic artificial intelligence (AI) across the Talkdesk AI suite, complex tasks and decisions can be made more independently, without human intervention, through powerful AI agents.
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The Talkdesk Ascend AI™ platform helps companies achieve higher levels of automation and personalization for superior customer experiences.
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At the Gartner Symposium/IT
SAN FRANCISCO & ORLANDO, FL, October 21, 2024–(BUSINESS WIRE)–Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology serving enterprises of all sizes, today 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 leading AI-driven CX solutions. The addition of agentic AI allows the entire Talkdesk AI suite to use AI agents to perform complex tasks and make more autonomous decisions, 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 the next-generation intelligent customer experience. These intelligent agents perform tasks by sensing their environment, making decisions and taking action to achieve specific goals, autonomously or semi-autonomously. They operate 24/7 and deliver unparalleled efficiency by completing tasks faster and at scale. By analyzing input from sources throughout the customer journey and independently taking actions that improve workflows, including assisting agents and supervisors, AI agents positively impact key metrics such as 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:
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Improved decision making. AI agents process massive amounts of data in real time and make data-driven, autonomous decisions that continually improve as they learn and adapt.
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Personalization scale. AI agents create personalized customer experiences by dynamically adapting their responses to real-time interactions, often going beyond human capabilities.
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Adaptability. AI agents adapt to changing environments, making them highly versatile across industries and customer scenarios, far beyond pre-written workflows.
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Autonomous operations. With minimal supervision, AI agents manage complex tasks and processes, taking automation to new heights in the customer experience.
Talkdesk will demonstrate the power of agentic AI in Talkdesk Ascend AI at the Gartner Symposium/IT Xpo™ 2024 in Orlando, Florida. Participants will experience hands-on demonstrations of how Talkdesk uses Autopilot™ AI Agents to deliver extraordinary levels of automation to manage purposeful, human-like conversations. This represents a leap forward from traditional, pre-written 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 take the customer experience to the next level.
Supporting quote
Tiago Paiva, CEO and Founder of Talkdesk, commented: “The integration of AI Agents into Talkdesk Ascend AI represents a critical advancement in the way we deliver intelligent, seamless CX solutions. By combining AI Agents with 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.
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experiences. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions and extensible AI offerings, we enable cloud and on-premise enterprises to deliver exceptional customer experiences that make them more competitive, grow revenue and reduce costs and ensure operational efficiency. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value to our customers faster and easier than existing or one-size-fits-all solutions.
By working with companies around the world, we deliver continuous innovation and breakthrough results. Our commitment to reliability and safety, combined with our track record of delivering on promises, sets us apart in the industry. Improve customer experiences, streamline operations and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Their use does not imply any affiliation with or endorsement by them.
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