Talkdesk has launched its new platform, Customer Experience Automation (CXA).
The platform is designed to automate complex customer service workflows by coordinating a network of specialized AI agents. CXA goes beyond traditional contact centre and CRM solutions, aiming to streamline operations across the entire customer journey.
“For years, businesses have faced a false choice: deliver personalized service or operate efficiently at scale,” said Tiago Paiva, chief executive officer and founder of Talkdesk. “CXA ends that tradeoff. It’s not just automation – it’s coordinated, autonomous resolution of complex business problems with speed, scale, and impact, without sacrificing the personal touch customers expect.”
It leverages the Talkdesk Data Cloud to unify structured and unstructured data, from transcripts and messages to CRM records, giving AI agents the context needed to operate autonomously and effectively. These agents collaborate in real time, enabling automation of both front- and back-office processes.
CXA includes low- and no-code tools, prebuilt use cases, and industry-specific solutions to help organisations deploy quickly. It also features built-in AI safeguards to support compliance and oversight.
As part of the launch, Talkdesk introduced a new AI agent for managing outbound voice campaigns, automating tasks such as appointment reminders and billing alerts.
CXA can be integrated with existing contact centre systems through the Talkdesk AI Gateway, or used as part of the broader CX Cloud platform.
Several organizations, including BankUnited and United Rentals, are already using CXA.
“Talkdesk CXA represents a monumental leap forward. We’ve gone deeper into problem-solving for specific industries, uncovering unique use cases where traditional solutions failed.
Our new CXA platform is not about flimsy automations or bolted-together tools; it’s about intelligent, coordinated, autonomous, and outcome-focused resolution that transforms the entire customer lifecycle,” stated Paiva.
For more information about Talkdesk - visit the Talkdesk Website
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. Find out more about Talkdesk
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 11th Jun 2025
Read more about - Latest News, Talkdesk
