innovations | 2024
Innovations in customer service that help you stay ahead.
Our culture of innovation feeds your customer experience obsession.
We’re serious about innovation—disruptive innovation that ends bad customer service. Innovation that enables every customer interaction to be an experience that matters. Innovation that fuels your CX obsession. Solutions that fundamentally change the way you service and support your buyers, customers, and employees. Breakthrough innovation that dramatically changes the contact center industry. We are the contact center platform for CX-obsessed companies.
October 2024
Talkdesk announces AI Agents and Ascend AI, radically transforming customer experiences.
AI Agents inside Talkdesk Ascend AI unleash the power of agentic AI processing models to produce intelligent, autonomous actions. With up to 90% reduction in deployment schedules, AI Agents streamline workflows across Autopilot, Copilot, Navigator, and more, helping you scale and effortlessly elevate customer experiences.
October 2024
Talkdesk delivers advanced generative AI capabilities ensuring trusted and safe conversational inputs and outputs.
LLM Guardrails ensure safe, trustworthy, and secure customer interactions by proactively protecting conversational AI-generated inputs and outputs from hallucinations, inappropriate content, and blacklisted topics. Supervisors can design and deploy automated call-flows with confidence knowing that all customer touch points are guarded using generative AI. Robust and easy-to-use monitoring and configuration controls fine-tune AI outputs and place guardrails around AI functions according to their specific business rules.
October 2024
Talkdesk deepens integration capabilities with Talkdesk Embedded.
Talkdesk Embedded revolutionizes customer interactions by offering seamless, modular, and highly configurable embedded experiences, directly within third-party applications, empowering users with real-time integration and dynamic customization. Customers can easily embed elements of Talkdesk Workspace, Conversations App, and Copilot within the systems their team already uses, whether pre-integrated or home grown, to deliver great customer experience in the contact center.
October 2024
Talkdesk accelerates the value of AI with a fully integrated AI Template Library.
With just one click, templated content and AI models for Talkdesk Autopilot, Copilot, Interaction Analytics, and Studio components can be installed from within Talkdesk for streamlined configuration and customization. These pre-built templates accelerate time to value for customers with a robust library of filterable templates by industry, product type, and language.
September 2024
Talkdesk introduces Healthcare Experience Cloud for Payers to enhance member experiences.
Talkdesk announced the launch of the Talkdesk Healthcare Experience Cloud for Payers, the company’s latest industry-specific contact center offering built entirely around the CX needs of healthcare insurance organizations.
The Talkdesk Healthcare Experience Cloud for Payers solution combines contact center technology with healthcare payer-specific AI capabilities and dedicated agent views and tools. Integrations with critical systems of record, such as claims, customer relationship management (CRM), and electronic health record (EHR) software, enable greater personalization and accuracy of interactions while out-of-the-box workflows aid the fast resolution of common member, caregiver, and provider network issues.
September 2024
Talkdesk unveils AI-powered tools, elevating CX experiences with translation and tone customization for agent-assist interactions.
Talkdesk expands hyper-personalized customer experiences with AI Rewriter. With 1-click, agents can select the best conversational tone to match a customer’s sentiment and deliver an ideal digital interaction.
AI Translator extends Talkdesk’s commitment to empowering better customer experiences by enabling auto-detection and translation for all major languages. Seamlessly integrated within an agent’s workspace, this real-time feature leverages LLM modeling, helping agents deliver exceptional and convenient digital interactions for customers anywhere around the world.
August 2024
Talkdesk extends Epic Workshop innovation with embedded solutions to unlock greater patient experiences.
Talkdesk Copilot can now be directly embedded within Epic Cheers as part of our Talkdesk Healthcare Experience Cloud, giving agents more access to artificial intelligence tools that can personalize every patient conversation and improve value-based care.
June 2024
Talkdesk unveils new generative artificial intelligence capabilities to hyper-personalize customer experience.
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. Mood insights, a feature of Talkdesk Interaction Analytics™, evaluates customers’ emotional states throughout an interaction, speeding time to resolution and improving customer satisfaction.
April 2024
Talkdesk announces a groundbreaking generative AI suite to modernize on-premises contact centers.
Talkdesk Ascend Connect introduces the industry’s first suite of generative AI-powered CX applications that seamlessly integrate with third-party on-premises contact centers without requiring a complete infrastructure overhaul.
March 2024
Talkdesk Unveils Talkdesk Autopilot, a Generative AI Customer Service Experience.
Talkdesk Autopilot builds upon and expands the AI-powered customer assistant capabilities of Talkdesk Virtual Agent. With the addition of new generative AI features, and prebuilt flows and conversations tailored specifically for retail and financial services markets, Talkdesk Autopilot can autonomously resolve complex use cases, understand a customer’s journey, and intelligently make timely decisions based on knowledge of that journey.
January 2024
Talkdesk is first CCaaS vendor named a BigCommerce Technology Partner.
Talkdesk takes the lead as the inaugural CCaaS vendor to be named a BigCommerce Technology Partner. This collaboration opens doors for over 60,000 BigCommerce customers to embrace the transformative potential of the Talkdesk Retail Experience Cloud™. Accessible through the BigCommerce App Marketplace, the Talkdesk Retail Experience Cloud seamlessly integrates with BigCommerce, empowering retailers to craft unparalleled customer journeys through AI-powered voice, digital, and analytics customer service capabilities.