Agentic AI-powered routing with Talkdesk Navigator
Powered by CXA.
As part of the Talkdesk CXA platform, Navigator autonomously manages routing and prioritizes incoming voice and digital inquiries, ensuring every customer is connected to the right experience at the right time.
Talkdesk Navigator features.
Talkdesk Studio™
Seamlessly route callers from the IVR to Talkdesk Autopilot or a live agent.
Talkdesk Knowledge Management™
Get answers not articles. A knowledge management system made for easy searching.
Analyze message
Route voice and digital conversations according to a defined topic and/or language.
Topic detection
Define the topics that you want to detect and automatically follow the defined exit.
Seamless, AI-powered customer journeys.
Talkdesk Navigator makes it simple to create new, as well as improve existing, customer journeys, providing brands with intuitive, conversational, and context-aware interaction orchestration. Customers simply tell Talkdesk Navigator what they need or want to accomplish in their own words, without being forced into complex, rigid, and frustrating interactive voice response (IVR) menus.
Natural conversation.
Let customers express themselves. With no training, Talkdesk Navigator is able to converse naturally with the customer, understand their request, and deliver the ideal customer experience, every time.
Unprecedented efficiency.
Empower administrators with seamless AI conversations. Eliminate the tedious setup and iterations required to build natural, efficient customer experiences.
Multi-linguistic.
Define intent topics in only one language and Talkdesk Navigator can kick off flows in any language, without needing to train the model.
ORCHESTRATION & ROUTING
Unified experience.
Accessed via Talkdesk Studio—a low-code visual flow designer—administrators can easily inject generative AI into existing flows or use Talkdesk Navigator to build new ones.
Talkdesk Navigator FAQs.
Looking to learn more about AI routing software? We’ve got you covered.
AI routing is the process of using artificial intelligence to automatically direct customer inquiries to the most appropriate agent, team, or resource. It analyzes context, such as customer history, intent, and current demand, to make fast, accurate routing decisions that improve efficiency and customer satisfaction.
Agentic AI enhances routing by interpreting customer requests in natural language, even when phrased in unique or complex ways. It can predict intent, understand context in real time, and dynamically adjust routing decisions to ensure each customer is connected to the right solution on the first try.
AI routing software uses machine learning models and contextual data—such as customer history, interaction channel, and stated needs—to determine the best match between the customer and available resources. It can prioritize based on skill level, availability, and business rules to optimize both speed and quality of service.
AI routing reduces wait times, improves first contact resolution (FCR), and increases customer satisfaction by making sure inquiries reach the right resource quickly. It also boosts agent productivity, streamlines workflows, and scales effortlessly to handle fluctuating demand.
Implementing AI routing can require integration with existing contact center software and data sources, which may be complex. Organizations also need to ensure data quality, address potential biases in AI models, and provide proper change management to help teams adopt the new process effectively.
Talkdesk uses enterprise-grade security measures, including encryption in transit and at rest, to safeguard PII. The platform is built with strict access controls and compliance with global privacy regulations, ensuring sensitive customer data remains protected throughout the AI call routing process.
