Talkdesk announces Guide to transform customer experience with knowledge base innovation

Talkdesk 20-in-20 program continues with product #5 of 20, a new and innovative approach to knowledge base solutions

• Talkdesk transforms the way businesses organize and provide information to their agents and customers with an intelligent knowledge base solution
• Guide harnesses the power of artificial intelligence to consolidate information stored across disconnected systems into one comprehensive knowledge base
• Seamless Guide integration with existing systems offers one unified customer service approach for Talkdesk Enterprise Cloud Contact Center customers

SAN FRANCISCO — March 10, 2020 — Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced Talkdesk Guide, an intelligent knowledge base that transforms the way businesses organize and provide information to their agents and customers. Powered by artificial intelligence (AI) from Talkdesk iQ, Guide seamlessly integrates information from disparate systems into one cohesive customer experience (CX) solution. Through the power of AI and flexibility of the cloud, Guide anticipates and interprets customer needs through trend analysis, natural language processing (NLP) and the digestion of multiple databases to dynamically personalize the self-service experience for each customer. 

“Modern knowledge bases must excel at leveraging AI as a business strategy to deliver accurate answers using a variety of interfaces from the traditional voice channel and standard website information to conversational self-service tools like virtual agents, chatbots and communities,” said Tiago Paiva, chief executive officer, Talkdesk. “Guide is a knowledge base solution with the flexibility of the cloud to consolidate multiple data sources to optimize each customer interaction with real-time recommendations.”

According to American Express, more than 60% of U.S. consumers cite their go-to channel for simple inquiries as a digital self-serve tool such as a website, mobile app, voice response system or online chat. The increase in customer self-service shows a shift in the relationship between company and customer. Guide offers a plug-and-play knowledge base that enhances self-service capabilities in applications such as chatbots and virtual agents. Additionally, Guide easily integrates with an existing knowledge base and combines other disparate databases, including CRMs such as Salesforce, into one unified customer service approach.

As the complexity of a customer issue increases, customers are more likely to seek human interaction. The deep integration capabilities of Guide extends beyond self-service and operates as a powerful assistant to live agents. Paired with Talkdesk Agent Assist, Guide presents agents with the most relevant content and resolution recommendations in a real-time environment, empowering agents to efficiently deliver a personalized customer experience.

Guide utilizes the power of AI to synthesize information and data distributed across siloed databases, FAQs and third-party knowledge bases to deliver accurate, comprehensive content to agents and customers. Managed by a simple and user-friendly interface of clicks, not code, Guide enables users to easily create and maintain content that delivers specific business outcomes. Unlike inflexible, siloed knowledge bases that require substantial IT resources and manual coding to create and maintain articles, Guide harnesses the power of AI and NLP to easily turn information stored across disconnected systems into a comprehensive knowledge base.

Additional Resources: 

• Talkdesk 20-in-20 is revolutionizing contact center industry with 20 products in the first 20 weeks of 2020
• Hear direct from customers why they selected Talkdesk Enterprise Cloud Contact Center and the difference it has made in their contact centers
• Learn about the 3 Key Trends Driving Self-Service AI Adoption
• Check out Talkdesk’s prestigious list of awards and recognition, including recent recognition as a Leader in the 2019 Gartner CCaaS Magic Quadrant, North America

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About Talkdesk

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative enterprises around the world including 2U, Canon, IBM, Peloton and Trivago, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com. 

Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.  

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