The groundbreaking new feature identifies and eliminates knowledge base gaps by analyzing edge-case conversations and automatically generating new answer cards for virtual and human agents
Talkdesk, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, launched Talkdesk Knowledge Creator, a groundbreaking new feature that uses generative AI (GenAI) to solve one of the most difficult problems companies face the creation and maintenance of knowledge for customer service. Talkdesk Knowledge Creator automates the discovery of knowledge gaps and the creation of trusted, easy-to-consume knowledge resources, eliminating the bottlenecks of traditional knowledge management and ensuring customer service agents and customers get fast, accurate answers without manual effort.
Unlike conventional systems that rely on static, manually curated knowledge bases, Talkdesk Knowledge Creator transforms real-world interactions—conversations, transcripts, and agent responses—into instantly accessible, AI-generated knowledge. By proactively identifying gaps and automatically creating answer cards, Knowledge Creator ensures that virtual and human agents always have the most relevant, up-to-date information at their fingertips.
Customer experience teams sit at the crossroads of vast information sources and customer interactions, making fast, accurate knowledge access essential for agents. While knowledge management systems help streamline access, they are only as good as the information they contain. Gaps in the system often go unnoticed until an agent struggles to find an answer in real time—leading to delays, frustration, and inconsistent service.
Manually closing these gaps is a time-consuming, multi-step process that requires multiple teams to research, write, approve, and maintain content. Meanwhile, agents waste valuable time searching for answers instead of assisting customers, impacting productivity and handle time. Automating this process is key to improving accuracy, ensuring agents always have the information they need—when they need it.
Talkdesk Knowledge Creator, a feature within Talkdesk Knowledge Management™, automates the creation of accurate, easily accessible knowledge resources. It proactively identifies and fills knowledge gaps, ensuring agents and customers have the necessary information. Talkdesk Knowledge Creator uses AI to synthesize the best answers to customers’ questions from multiple resources, auto-generate the most complete, accurate response, and send that information to a supervisor for nuanced human review and approval. The information is then pushed to Talkdesk Autopilot to support customer self-serve inquiries and Talkdesk Copilot to serve up relevant answers to agents in live-assist conversations—preventing knowledge gaps and eliminating lengthy, tedious manual searches.
“Customer service teams are sitting on a goldmine of unstructured customer conversation data, yet much remains untapped—trapped in transcripts, chat logs, and agent interactions, until now. With Talkdesk Knowledge Creator, we’re breaking new ground by harnessing AI to rapidly identify and fill knowledge gaps in real time, transforming scattered data into actionable knowledge. For the first time, AI can automatically generate and validate knowledge that both virtual and human agents can rely upon—eliminating guesswork and inefficiencies. This is a major leap forward in how customer service teams manage knowledge at scale,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
While Talkdesk Knowledge Creator ensures agents and customers always have access to the most up-to-date knowledge, Talkdesk Knowledge Scopes takes it a step further by delivering the right knowledge to the right people—instantly and with precision.
This new enhancement to Talkdesk Knowledge Management gives contact center administrators granular control over knowledge access and delivery based on customer context, routing logic, and service tiers. AI-powered knowledge segmentation ensures the retrieval of only the most relevant answers according to customer context rather than sourcing answers from broad, generalized knowledge content. This is a game changer for organizations with tiered customer programs, such as loyalty memberships, VIP services, and specialized support teams, where policies, fees, and exceptions differ across customer segments.
By enabling precision knowledge retrieval, Talkdesk Knowledge Scopes eliminates the need for agents to sift through lengthy articles or manually identify policy exceptions in real time. Instead, it intelligently surfaces only the information that applies to a specific customer profile or queue, boosting the accuracy of the AI-generated answers. This ensures that both self-service channels and live-assist agents deliver accurate and context-aware support at scale.
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Knowledge Creator and Knowledge Scopes advance the commitment from Talkdesk to deliver high-accuracy automated responses, grounded in an enterprise’s trusted data. Enabling easy access to a growing pool of accurate answers increases self-service success with a virtual agent and boosts human agent efficacy. This results in more successful and positive outcomes such as:
- Improved first contact resolution (FCR): With Knowledge Creator, agents are more likely to be able to answer customer queries correctly and quickly the first time.According to a new IDC InfoBrief* commissioned by Talkdesk, systems that efficiently allow customers to find answers to their questions benefit both them and the contact center. Most customers prefer to help themselves, which can be faster than waiting to speak with an agent. Comprehensive knowledge bases can support self-help and first-contact resolution.
- Reduced average handle time (AHT): More queries can be answered using automated workflows that auto-detect a topic, retrieve, and serve up the correct answer to a virtual or live agent from the ever-expanding knowledge system.According to the IDC InfoBrief, hold times pose a challenge to delivering an exceptional customer experience. On average, hold time accounts for 11% of total call time, contributing to dissatisfaction and prolonged interactions.
- Increased customer satisfaction (CSAT) scores: Convenient, fast access to accurate answers, whether through self-service or assistance from a live agent, results in happier customers.
- Increased call containment: Customers who have access to prompt, accurate information when engaging with a virtual agent have a lower chance of being escalated to a live agent to fulfill their inquiry.
Talkdesk is showcasing Talkdesk Knowledge Creator at booth #1105 at Enterprise Connect 2025 in Orlando, Florida, from March 17 to March 20, 2025.
