Talkdesk has launched Talkdesk Autopilot, its latest virtual agent, designed to streamline the integration of generative artificial intelligence (GenAI) in contact centers. This innovative solution aims to enhance operational efficiencies, increase revenue opportunities, and boost agent productivity for companies of all sizes, specifically in banking and retail.
Talkdesk Autopilot builds upon the capabilities of Talkdesk Virtual Agent by introducing advanced GenAI features and industry-specific prebuilt flows tailored for the retail and financial services sectors. This enables the virtual agent to autonomously address complex customer scenarios, comprehend the customer journey, and make intelligent decisions based on this understanding.
“Talkdesk continues to be at the forefront of the customer experience industry, leveraging the power of GenAI and large language models to solve and automate key use cases in banking and retail contact centers. Virtual agents are often used as a call deflection strategy, but Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail demonstrate that GenAI-powered virtual agents with dynamic capabilities can drive significant value for our customers in these industries,” said Tiago Paiva, Founder and Chief Executive Officer at Talkdesk.
Speaking of banking and retail, Talkdesk released a "Talkdesk 2024 CX in Banking Report" report to offer valuable insights into the current and future customer expectations within these sectors.
Generating contextually rich and natural conversational responses
One feature of Talkdesk Autopilot is its ability to utilize GenAI to generate contextually rich and natural conversational responses to customer inquiries by leveraging frequently asked questions (FAQs) stored in Talkdesk Knowledge Management. The virtual agent can intelligently search, review, and extract relevant information to respond naturally and conversationally.
The initial releases, Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail, are industry-specific GenAI-driven virtual agents aimed at assisting financial services organizations and retailers. These virtual agents streamline increased self-service options, enhance first-contact resolution, and contribute to a positive customer experience.
Quickly addressing customer issues
Talkdesk has addressed the challenge of building effective AI conversations, which can be resource-intensive, by leveraging its extensive experience in the banking, credit union, and retail sectors. The AI models are trained based on real-life scenarios, accounting for many customer interactions, thus reducing the need for multiple iterations.
Unlike many existing virtual agents that often redirect calls to live agents or follow a predefined decision-tree structure, Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail leverage GenAI to engage with customers and autonomously resolve their issues. These virtual agents come pre-trained and pre-integrated, eliminating the need for extensive model training and flow development.
Talkdesk Autopilot for Banking focuses on automating common banking scenarios, such as checking account balances, reviewing transaction history, transferring funds, and managing cards. Deep integration into financial services systems enables the automation of complex transactional workflows, offering customers unprecedented control over their account transactions.
Talkdesk Autopilot for Retail leverages GenAI to automate customer inquiries related to orders, deliveries, and shipments. Through seamless integration with retail systems, it allows retailers to provide 24/7 self-service experiences for customers, addressing common issues like order status inquiries, canceling items, rescheduling deliveries, and changing shipping addresses.
Accessible across digital and voice channels in the Talkdesk Financial Services Experience Cloud and Talkdesk Retail Experience Cloud, Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail deliver personalized, secure, and seamless services that meet customer expectations while optimizing efficiency across contact centers.
In other news, Talkdesk has unveiled Talkdesk Education Smart Service, a specialized package designed to streamline and enhance customer service in higher education institutions.
