Talkdesk Launches New Contact Centre AI Tool

Talkdesk has launched the Talkdesk AI Trainer, a “human-in the-loop” tool for contact centres.

While most artificial intelligence (AI) systems require the employment of highly specialized data scientists, the powerful simplicity of Talkdesk AI Trainer allows agents with domain knowledge to improve the AI models autonomously.

As a result, enterprises can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction.

Human-in-the-loop systems – in which humans provide information and knowledge for AI training – are essential for many applications and the ongoing maturation of AI in the contact centre.

Within Talkdesk AI Trainer, dashboards display the performance of each AI model and indicate where each model needs additional training.

An easy-to-use interface allows non-technical staff with domain or business expertise to improve automation performance.

“By lowering the barrier to AI adoption in contact centres, Talkdesk AI Trainer is revolutionizing the way companies implement, maintain and customize their AI models for automation,” said Charyana Kannan, chief product officer, Talkdesk.

“Enterprises no longer need to hire highly specialized data scientists to program their machine learning models.”

“With AI Trainer, enterprises become autonomous by leveraging their internal customer service subject-matter experts – agents and supervisors – to embed knowledge into their existing AI architecture.”

“Talkdesk AI Trainer signifies a bold move into the future of work, where agents are empowered to join the era of AI.”

Talkdesk AI Trainer moves Talkdesk one step further in its quest to automate 80% of customer interactions.

To reach 80% automation, machine learning models such as intent detection, sentiment detection, and speech-to-text need to improve continuously over time.

However well a model performs in the lab, its performance drops precipitously once it hits real customer data. Therefore, machine learning models need to be constantly retrained using human assistance to keep pace.

Talkdesk AI Trainer is baked into the Talkdesk platform and can be used by anyone to retrain their machine learning models for the purpose of increased efficiency.

Talkdesk’s vision of reaching 80% automation is bolstered by its AI and automation products. These range from self-service tools – Virtual Agent Voice and Virtual Agent Digital – through to agent empowerment tools, including Agent Assist, Screen Recording and Quality Management.

Customer insight tools include Customer Feedback Management and Speech Analytics, which feature prominently in Talkdesk’s suite of AI enabled products.

The launch of Talkdesk AI Trainer comes during a period of unprecedented growth and momentum for Talkdesk.

Since its inception in 2011, Talkdesk has grown to be one of the most recognizable names in the contact centre industry.

Talkdesk CX Cloud offers a dynamic customer experience platform powered by artificial intelligence, which features integration capabilities with more than 60 business systems, including the deepest Salesforce integration.