Talkdesk Launches New Generative AI Features that Make AI More Responsible, Accurate, and Accessible in the Contact Center

Global enterprises benefit from the company’s enhanced generative AI-powered cloud platform that makes it easy to transform contact centers into fast, accurate, and personalized sources of information for seamless customer service 

  • Talkdesk has layered generative AI (GenAI) across its entire contact center platform to improve outcomes throughout every stage of the customer journey.

  • New Talkdesk GenAI features put responsible AI at the center of customer service by enabling enterprises to identify GenAI biases and hallucinations through observation, establish guardrails for outputs, and simulate the results. With this, Talkdesk becomes a partner in eliminating risk, and protecting brands and customers from poor AI experiences.

  • Talkdesk has expanded upon its previous AI innovation to continue to change the way contact centers deploy, train, and access GenAI. With these features, agents and virtual agents are even more effective with real-time, precise answers to customer questions; contact center administrators can proactively introduce automations based on trending topics, and enterprises can train and fine-tune AI models much more efficiently and comprehensively without coding experience.

  • The latest GenAI innovation further demonstrates the company’s commitment to simplify AI and deliver innovation specialized to customer experience (CX).

GenAI offers enterprises a variety of benefits across all business operations. In fact, a recent report from McKinsey found that applying GenAI to customer care functions could increase productivity by 30-45%, in addition to benefits created by ripple effects the technology may have on customer satisfaction and retention arising from an improved experience. However, GenAI within business is not without its challenges. According to a KPMG report, 92% of those surveyed said GenAI implementation introduces moderate to high-risk concerns, with liability (46%) and bias and accuracy (42%) within the top five threats.

Unlike most providers in the market, Talkdesk has ensured that GenAI features span its entire platform to allow enterprises to benefit from leveraging AI throughout every stage of the customer journey, while simultaneously ensuring accuracy and responsibility. As a result, enterprises can immediately and safely benefit from the value GenAI brings to improving customer service, including:

  • Making agents even more efficient and effective with real-time generative knowledge and automatic interaction summaries that can reduce after call work by up to 66% and average handle time by up to 15% (product features: Automatic Summary and Generative Knowledge Retrieval)
  • Improving loyalty and satisfaction by automatically identifying topic and sentiment trends—including unknown unknowns—across every customer conversation with no setup required. This enables brands to transition from a reactive to proactive state, and make impactful changes faster. (product features: Automatic Topic Discovery)
  • Reducing the cost of delivering great customer experiences by making it possible to automate self-service of a wider range of more complex customer conversations in a few steps. GenAI eliminates the need for conversation design and dynamically generates dialog creating a human-like experience with laser-precise responses. (product features: Process-Based Virtual Agent and Generative Knowledge Retrieval)
  • Empowering enterprises to leverage AI safely and effectively with powerful no-code tools to identify biases and inaccuracies, create guardrails and simulate results, keeping humans in the loop to prevent any potential harm or discrimination (product features: Data Augmentation, GenAI Observability Dashboard, and GenAI Fine-tuning & Simulation)

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Talkdesk has been a pioneer in contact center AI since 2018, and these latest product enhancements advance the company’s leadership in GenAI. Earlier this year, Talkdesk announced Automatic Summary, a feature to its Agent Assist product whereby GenAI significantly reduces after-call agent work to two seconds or less by automatically summarizing conversations between customers and agents. Enterprises have also benefited from Talkdesk Virtual Agent and AI Trainer, a no-code AI model training tool for better automation using human-in-the-loop technology.

Charanya Kannan, Talkdesk chief product and engineering officer, and Ken Cohen, senior vice president of sales, executive business development, and revenue growth for JK Moving Services, will jointly present in a “Supercharge Contact Center Efficiency with Generative AI” session at Gartner® IT Symposium/Xpo™ 2023 on Wednesday, October 18, 2023 at 3:15 p.m. EDT. Together, Kannan and Cohen will share insights about how the Talkdesk GenAI portfolio — designed to simplify AI and deliver results from day one — provides customers with the tools they need to adopt and manage AI responsibly.

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Talkdesk®, Inc., a global AI-powered contact center leader for enterprises of all sizes, today announced significant product updates that deepen the integration of generative AI (GenAI) within its flagship Talkdesk CX Cloud platform and Industry Experience Clouds. Now, companies across industries can easily deploy, monitor, and fine-tune GenAI in the contact center with no coding experience, eliminate inaccurate and irresponsible AI use and subsequent brand risk, and create a powerful personalized experience for customers.

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AI model trainingAI safelyAI TrainerBrand riskcontact centerCustomer Experiencescustomer serviceGenAI implementationIndustry Experience CloudsIT SymposiumKPMG reportNewsPersonalized ExperienceProductivityTalkdeskVirtual Agent