Generative AI Revolutionizing Customer Experience

Announced at Enterprise Connect 2024, Talkdesk Ascend Connect allows enterprises to harness the power of large language models (LLMs) and GenAI without overhauling their existing technology stack.

According to the 2023 Gartner Forecast Analysis: contact centre, Worldwide*, “the global conversational AI and virtual assistant market represents the fastest-growing segment in the contact centre forecast with a projected 57.6% compound annual growth rate (CAGR) from 2022 through 2027.”

However, until now, most contact centres using legacy on-premises contact centres have been unable to access the power of GenAI because of the difficulty integrating this game-changing technology with their existing infrastructure.

Talkdesk Ascend Connect solves this challenge. Its flexible GenAI suite comprises four powerful components: Talkdesk Autopilot for conversational AI that can resolve complex queries autonomously, Talkdesk Copilot with a real-time virtual assistant for agents, Talkdesk Interaction Analytics to provide rich operational insights, and Talkdesk AI Trainer” for responsible GenAI.

Talkdesk Ascend Connect can be used in any enterprise contact centre using legacy third-party on-premises contact centre solutions.

What makes Talkdesk Ascend Connect unique is its no-code intuitive interface backed by Talkdesk AI Trainer and pre-built AI components.

This allows information technology (IT) teams and developers to rapidly deploy, customize, and maintain GenAI models through simple drag-and-drop tools. This accelerates time-to-value without needing in-house data scientists or specialists with AI or machine learning (ML) expertise.

Since 2018, Talkdesk has been a pioneer in combining AI with cloud contact centre solutions. This first-mover advantage allowed the company to develop robust, enterprise-grade AI models and a proven platform recognized for its security, compliance, and reliability.

Talkdesk solutions meet the highest security standards, with more than 30 certifications, including SOC, 27001, PCI DSS Level 1, HIPAA, and GDPR compliance. Talkdesk is also designated FedRAMP In Process, indicating it will meet the necessary security standards set by the U.S. government.

More information about Talkdesk Ascend Connect and the full Talkdesk GenAI portfolio can be found on the Talkdesk website or at Enterprise Connect 2024 in Talkdesk Booth 1729.

Supporting Quote

Tiago Paiva, chief executive officer and founder at Talkdesk, said: “Generative AI is revolutionizing customer experience by enabling personalized, data-driven interactions while dramatically enhancing contact centre productivity.

“For many contact centres, however, adopting this game-changing technology has been difficult due to the complexities of integrating AI with on-premises infrastructure. Talkdesk Ascend Connect solves that challenge.

“Whether you want to fuel business expansion, elevate customer experiences, empower agents, or streamline operations, Talkdesk Ascend Connect’s flexible AI suite allows these enterprises to transform their CX strategy for the GenAI era.”

*Gartner, Forecast Analysis: contact centre, Worldwide; Gartner; May 10, 2023; Megan Fernandez, Daniel O’Connell. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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