Artificial intelligence agents, as part of the Talkdesk Ascend AI platform, autonomously handle complex retail-specific processes, initiate actions, make decisions, and achieve goals without direct human intervention
Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, announced Talkdesk AI Agents for Retail, introducing agentic AI capabilities that bring autonomous, intelligent automation to retail customer service operations.
AI Agents are the cornerstone of next-generation intelligent customer experience. These intelligent agents handle tasks by perceiving their environment, making decisions, and taking action to achieve specific goals, either autonomously or semi-autonomously. In October 2024, Talkdesk announced the integration of agentic AI across its entire AI platform.
Talkdesk AI Agents for Retail are intelligent, conversational agents that autonomously handle complex retail-specific processes and take action to achieve commerce goals without direct human intervention. Operating 24/7, these AI agents enable retailers to create hyper-personalized, self-service customer experiences by dynamically adapting responses based on real-time interaction analysis and contextual awareness that surpasses human capabilities.
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Other key capabilities of Talkdesk AI Agents for Retail include:
- Simplified, easy design process, using natural language and leveraging large language models (LLMs) and generative AI (GenAI) modeling to boost the accuracy of AI Agents;
- Natural language processing for handling multiple topics in one conversation in a fluid way;
- Seamless integration with existing commerce platforms and APIs;
- Ability to be assigned to multiple digital tasks, from customer identification and authentication to real-time order status, tracking and updates, intelligent shipping address modifications, and connecting customers with in-store specialists based on business rules that positively impact key metrics like average handle time (AHT), first call resolution (FCR), and service level.
Talkdesk is also leveraging agentic AI to provide consumers with richer, more personalized and contextual information—going beyond traditional intent-based responses—about store locations, services, and expertise. With 24/7 service directory support available through AI and human agents, retailers can guide customers to the most relevant offline channel based on their location, needs, or available specialists.
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Talkdesk Service Directories capabilities include:
- Geolocation capabilities for precise store and service recommendations;
- Visual map interface for intuitive location selection;
- Comprehensive service and specialist directories;
- Pre-built templates for AI-powered location search.
Today’s announcement is the latest in Talkdesk’s rapid innovation to modernize customer experience by enhancing its AI-powered platform—Talkdesk Ascend AI™—and deepening offerings for key industries. Over the past year, new GenAI-powered applications have also been added to support industry-specific customer self-service (Talkdesk Autopilot™ solutions for retail, banking, and healthcare), seamless voice and digital routing (Talkdesk Navigator™), and the surfacing of customer insights within contact center data (Talkdesk Interaction Analytics™ and Talkdesk mood insights).
Talkdesk will showcase Talkdesk AI Agents for Retail at booth #6540 at National Retail Federation (NRF)’25: Retail’s Big Show at the Javits Convention Center in New York City, January 12-14, 2025. Talkdesk was named a finalist in the Best Unified Customer Experience and Best Marketing Automation categories at this year’s annual Vendors In Partnership (VIP) Awards. Co-hosted by NRF, the awards recognize and celebrate solution providers whose partnership drives innovation for the retail industry. The winners will be announced on January 10, 2025, at The NYC VIP Awards Event at Gotham Hall in New York City.
