Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, is unlocking a new era of conversational, human-like customer self-service fueled by advanced agentic AI automation.
Talkdesk AI Agents for voice sets a new standard for what companies should deliver and what customers should expect in self-service engagements. Using agentic AI, Talkdesk AI Agents for voice enables sophisticated, life-like conversational experiences that understand context, express empathy, autonomously analyze situations, make informed decisions, and take action to resolve requests—while putting consumers at ease, keeping them engaged, and making them feel valued throughout the self-service process.
According to Gartner research*, 40% of respondents in the 2024 Gartner State of the Customer Survey cite the phone as their preferred method for contacting customer service—the most common response. Yet, traditional conversational AI for voice has struggled to transform self-service voice due to the computational challenges of processing nuanced, context-aware speech in real time. Unlike text-based AI, where slight delays are acceptable, voice AI must analyze, decide, and respond within milliseconds to maintain fluid, natural conversations. Talkdesk AI Agents for voice overcomes these challenges, dynamically interpreting human speech, adapting to interruptions, and updating responses instantly—without relying on rigid scripts or predefined workflows.
Talkdesk AI Agents for voice analyzes, decides, and acts in real time while processing wide variations in human speech, context shifts, and system integrations. Robotic, frustrating phone conversations are replaced with human-like engagements with a virtual AI agent that detects emotion, adjusts voice inflection to match a consumer’s tone, and decides the best action to resolve issues and make consumers happy. Customers can speak with a Talkdesk AI virtual agent in natural ways using everyday expressions—including slang, utterances, idioms, industry jargon, etc.—across multiple languages.
Deploying these innovative agents is straightforward and doesn’t require complex scripting, intent mapping, or data science expertise. Traditional conversational AI often demands extensive training on hundreds of predefined intents, but with agentic AI, organizations can get started with just a simple natural-language prompt, such as:
“You will help customers reschedule a flight. Always be nice, courteous, and compliant. Respond in the same language. Access account information. Escalate to a live agent if the customer mentions a medical emergency or bereavement fare.”
Talkdesk AI Agents for voice will design a virtual agent, give it tools to integrate with other systems (i.e., customer relationship management [CRM], electronic health record [EHR], etc.), and then deploy it after validation and testing. From instruction to deployment, a single prompt produces an AI agent that dynamically determines the best action, retrieves relevant data, adapts to real-time consumer needs, and converses in 59 languages without translation.
“This is a new era of hyper-personalized, 24/7 customer self-service and automation fueled by advanced agentic AI. Talkdesk AI Agents for voice radically differs from anything else on the market, delivering the most natural life-like self-service experience without needing a human agent to be involved. It is effortless to set up, operates independently, and engages with consumers naturally across multiple languages. It is an engineering, linguistic, and AI breakthrough all in one,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
With the addition of Talkdesk AI Agents for Voice to the Talkdesk Ascend AI portfolio, organizations now have access to voice and digital agentic AI agents. In October 2024, Talkdesk introduced AI agents to its platform, launching industry-specific agentic AI offerings—Talkdesk AI Agents for retail and Talkdesk AI Agents for healthcare—this year.
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