Agentic AI-powered contact center platform.

Contact center AI has several different applications in contact centers. For example, AI-powered Agent Assistants provide agents with automated knowledge search and retrieval for fast accurate answers as well as recommended next best steps for agents during customer interactions. AI can also be used for self-service authentication, which connects customers with agents faster. Additionally, contact centers use AI-powered sentiment analysis to capture, transcribe, and analyze agent-customer interactions to help managers understand areas for improvement. AI Agents can also use generative AI to create automation workflows for self-service interactions with Autopilot and other customer journey touch-points including Copilot, Navigator, Interaction Analytics and more.

AI contact center software streamlines many common tasks and improves efficiency in contact centers. AI can analyze incoming customer interactions and route them to the most appropriate agent or department, reducing wait times and ensuring customers are connected to agents who can assist them efficiently. AI-powered chatbots can handle routine inquiries and provide instant responses 24/7. This allows human agents to focus on more complex issues and reduces the workload on the contact center, which ultimately reduces costs. Contact centers also use AI to streamline after call work and summarize customer interactions, including intent, outcome, disposition and next-best actions. Using generative AI, agents can automatically summarize every interaction, shaving 30-60 seconds off after-call work. These summaries are critical for the next agent who may have a follow-up conversation with the same customer.

Talkdesk AI contact center software has several industry-leading features that empower CX leaders to reduce agent attrition, streamline operations, reduce costs, and generate more revenue:

• With AI Agents, Talkdesk supercharges AI-based solutions for the contact center by improving usability and time-to-value by eliminating the need to define precise instructions and engage in lengthy projects to configure interaction flows.

• Talkdesk Copilot leverages AI and LLM modeling for real-time call transcriptions, contextualized quick answers, next-best action recommendations, and automated pre-call, on-call, and post-call work.

• Talkdesk Automatic Summary uses the same generative AI that powers ChatGPT to  automatically summarize every interaction, shaving 30-60 seconds off after-call work with just one click.

• Talkdesk Quality Management uses AI to analyze agent interactions and identify the insights needed to coach more effectively, engage the workforce, and retain top talent.

• Interaction Analytics transcribes and analyzes customer interactions and identifies key conversation topics and sentiment to uncover trends and provide actionable insights for contact centers.  

• Talkdesk Autopilot is an AI-powered automated virtual agent for customer self-service, available 24/7 to respond to customer inquiries through both voice and digital channels, reducing agent workload and resolving more customer questions and needs without requiring live agent support.

• Talkdesk Shield uses AI technology to protect your contact center from internal and external threats with a security bundle that authenticates agents and customers, improving compliance and reducing fraud.

• Talkdesk Workforce Management combines powerful artificial intelligence and automation with a remarkably intuitive user experience to help supervisors optimize staffing and scheduling decisions, reduce administrative effort, and deliver a better experience for agents.