Talkdesk has launched an After Hours solution, which aims to extend service and sales operations beyond traditional business hours.
Essentially, the solution is a conversational AI offering, offering “human-like” autonomous assistance when no actual humans are around.
To offer such assistance, the solution will leverage generative AI to scour knowledge content and data stores.
Yet, businesses may also configure rule-based flows to automate queries around “orders, returns, and billing”.
For complex queries, where the After Hours solution doesn’t have sufficient knowledge, it captures key details and enables customers to schedule callbacks.
Celebrating the product launch, Tiago Paiva, CEO & Founder of Talkdesk, said:
Talkdesk After Hours gives companies a new service model to deliver high-quality, hyper-personalized experiences whenever customers need it most—not confined to specific operating hours.
“The result? Increased customer satisfaction, more revenue opportunities, and happier agents,” he concluded.
To enable that satisfaction uptick, Talkdesk claims it’s closing the gap between customer expectations and reality.
Indeed, according to self-led research, 52 percent of customers anticipate instant service, and 73 percent of businesses operate on restricted schedules.
That said, these expectations vary across verticals. In industries like healthcare, financial services, and retail, timely responses are critical.
As such, these sectors are likely those that would benefit most from the After Hours solution.
One healthcare company and early adopter of the offering is Evara Health. Since deployment, it has achieved a 45 percent self-service rate.
“Today, 45 percent of our calls are handled by virtual agents, improving efficiency while enhancing patient access and convenience,” said Howard Rubin, Chief Information Officer at Evara Health.
“AI-powered self-service ensures patients no longer wait on hold—they can get help anytime, whether it’s 8:00 a.m. or 8:00 p.m. when our contact center is closed.”
Evara Health is one of many healthcare firms to select Talkdesk for CCaaS.
Many of these firms tout the vendor’s industry-specific CCaaS strategy, where it hones in on specific verticals and tailors its innovations, integrations, and workflows.
Healthcare is one of six targeted sectors, and Talkdesk has made other big recent moves to support its customers in healthcare.
Talkdesk Continues to Tap Healthcare Sector
Earlier this month, Talkdesk introduced AI Agents designed to autonomously engage with patients and handle healthcare-specific inquiries without requiring prior training.
Revealed at HIMSS 2025, the “Talkdesk AI Agents for Healthcare” solution empowers contact center leaders to deploy multiple AI agents tailored to automate specific tasks.
For instance, a healthcare organization could configure one AI agent to book appointments, another to verify authorizations, and yet another to manage prescription refills.
Healthcare providers can simply describe the desired task in natural language, direct it ti trusted knowledge repositories, data sources, and APIs, and it’ll build a customizable prototype.
Alongside this announcement, Talkdesk embedded several of its core capabilities into Epic Cheers, a popular CRM platform in the healthcare space.
The capabilities include call controls and conversation management tools from the Talkdesk Healthcare Experience Cloud.
Within Epic Cheers, these tools will help streamline the contact center agent experience so reps don’t have to continually switch between the two platforms.
