Talkdesk Introduces Major AI Upgrades to its Copilot

Talkdesk has introduced major upgrades to its Copilot solution, adding new agentic AI capabilities.

The enhancements allow customer service agents to request real-time assistance in complex situations, with the system able to interpret multi-layered questions, analyse data across systems, and deliver context-aware recommendations and actions.

Built on the Talkdesk Customer Experience Automation (CXA) platform, Copilot uses reasoning-based AI to interpret conversation context and generate accurate, actionable insights within seconds.

“With Talkdesk CXA, we’re creating a new era of intelligent automation in which AI and people work together seamlessly to elevate every customer interaction,” said Tiago Paiva, chief executive officer and founder of Talkdesk.

“The new Copilot capabilities show how automation can empower agents to focus on what matters most: delivering meaningful outcomes for customers.”

Agents can invoke Copilot when needed, maintaining full control over interactions while ensuring transparency, traceability, and data security.

The upgraded Copilot connects with CRM platforms and enterprise systems to provide relevant information, automate next steps, and streamline workflows through natural language prompts.

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About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey