Talkdesk Rolls Out Agentic AI Update

Talkdesk has announced the roll-out of agentic AI across its full artificial intelligence platform, now branded as Talkdesk Ascend AI.

The update brings AI Agents into the company’s core portfolio, including Talkdesk Autopilot, Talkdesk Copilot, Talkdesk CX Analytics and other AI-driven tools.

Tiago Paiva, Chief Executive Officer and Founder of Talkdesk, said: “The integration of AI Agents into Talkdesk Ascend AI represents a pivotal advancement in how we deliver intelligent, seamless CX solutions.

By combining AI Agents with industry-leading cloud intelligence, we can now automate complex use cases at a scale and quality previously unattainable.“

With agentic AI in place, these systems are able to carry out tasks and make decisions with a higher degree of independence, reducing the need for constant human input.

According to Talkdesk, this approach can support improvements in metrics such as average handle time, first call resolution and service levels.

The introduction of agentic AI enables a range of new capabilities within Talkdesk Ascend AI, including real-time data-driven decision-making, dynamic personalization, adaptability across different customer scenarios, and the automation of more complex processes.

Talkdesk plans to demonstrate these capabilities at the Gartner Symposium/IT Xpo 2024 in Orlando, Florida.

Attendees will be able to see how Talkdesk Autopilot uses AI Agents to manage goal-based conversations, moving beyond traditional scripted chatbots.

“This evolution sets a new standard for automation in the contact centre, enabling unparalleled efficiency, adaptability, and precision in customer interactions,” concluded Tiago Paiva.

Author: Hannah Swankie
Reviewed by: Megan Jones