Talkdesk Announce New Agent Assist Capability

Talkdesk have announced Talkdesk Agent Assist, a personalised conversational assistant that proactively supports frontline agents, to improve both the agent and customer experience.

Talkdesk Agent Assist provides contact centres with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimising search and data entry tasks through Talkdesk iQ in-house AI capabilities.

“Giving agents next-best actions in real time and removing the burden of tedious data entry will allow them to stay focused on the customer, instead of worrying about the technology,” said Dale Sturgill, vice president, contact centre operations, EmployBridge.

“We see Talkdesk Agent Assist as a game-changer for achieving our goal to reduce agent and customer effort while driving customer satisfaction.”

Talkdesk Agent Assist is powered by Talkdesk iQ native Artificial Intelligence (AI), a pivotal enabler of all Talkdesk’s products, providing real-time guidance for frontline employees to respond to customer needs quickly and accurately.

As a customer states their need, agents are immediately provided with answers or supporting information to expedite the conversation and simplify tasks.

Talkdesk Agent Assist intelligently positions information from a knowledge base or CRM as a suggested action in real time, contributing to a significant reduction in handle time and improving customer experience.

Additionally, information captured within the agent interface can be automatically added to account profiles or work item tickets, within the CRM, without any additional agent effort.

“We are excited to launch Talkdesk Agent Assist, our third product launch of 2019, demonstrating our commitment to leading through innovation,” said Tiago Paiva, Chief Executive Officer, Talkdesk.

“Talkdesk Agent Assist is an intelligent advisory tool which supplies data-driven real-time recommendations, next-best actions and automations to aid agents in customer interactions and guide them to quality and outcome excellency.”

Unlike other providers that utilise third-party technology, Talkdesk Agent Assist is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

These outdated and fractured solutions rely on repetitive, manual agent effort and depend on inadequate information repositories third-party data analytics and AI technology.

With Talkdesk Enterprise Cloud Contact Center, customer service providers have a technology partner dedicated to data security and driving the industry forward.