Talkdesk Launches a GenAI-Powered Autopilot, Targets Banking and Retail

The CCaaS stalwart's industry-specific GenAI virtual assistant is the "first of its kind"

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Published: March 7, 2024

Rhys Fisher

Talkdesk has launched its new Autopilot, providing banking and retail users with an industry-specific virtual agent.

The new release utilizes generative AI, prebuilt flows, and conversations tailored specifically for retail and financial services markets.

The CCaaS vendor promises that the Autopilot is capable of dealing with elaborate use cases, understanding customer journeys, and generating intelligent and smooth responses to customer queries – all without the assistance of a human agent.

Dubbed by Talkdesk as the first “industry-specific, GenAI-driven virtual agent” of its kind, the Autopilot comes pre-trained in real-life scenarios based on Talkdesk’s banking, credit union, and retail experience.

Available in the Talkdesk Financial Services Experience Cloud and Talkdesk Retail Experience Cloud, the tool also comes equipped with core banking processors and e-commerce systems, enabling it to automate a wide variety of use cases.

Talkdesk believes that Autopilot has the capacity to increase contact center efficiency, which will lead to improved revenue opportunities and agent productivity.

Speaking after the announcement of the release, Tiago Paiva, Founder and Chief Executive Officer at Talkdesk, outlined the impact it will have on CX:

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.

Talkdesk Autopilot for Banking

While both the banking and retail assistants are supported by GenAI features, there are key differences between the two.

Autopilot for Banking is able to automate “common banking scenarios”, including accessing account balance and transaction history, transferring funds, and managing cards.

Due to its integration into financial service systems, the tool is also capable of handling less common and more complex transactional workflows, with Talkdesk assuring users that they will enjoy “unprecedented control over their account transactions.”

Talkdesk Autopilot for Retail

Autopilot for Retail’s GenAI abilities enable users to use automation to deal with standard customer inquiries about orders, deliveries, and shipments.

Due to its out-of-the-box features, the tool does not require any model training or flow-building to autonomously solve issues about order status.

These pre-trained attributes also allow a company’s self-service system to handle popular use cases, such as ‘Cancel an Item in My Order’, ‘Schedule/Reschedule a Delivery’, and ‘Change Shipping or Pickup Address’.

Chatbots Reimagined

As well as discussing Autopilot’s ability to provide tailored solutions, Talkdesk also outlined its desire to provide a virtual agent that was capable of actually solving issues, not just redirecting calls/chats to live agents.

The CCaaS provider emphasized the fact that Autopilot could “engage” with customers and would comfortably be able to resolve common inquiries without human assistance.

In discussing this point, Paiva commented:

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.

Talkdesk’s Other GenAI Ventures

While the Autopilot is Talkdesk’s latest GenAI venture, it certainly isn’t its first.

In October of last year, Talkdesk unveiled a series of innovative Generative AI tools aimed at aiding contact center agents and streamlining self-service design.

Building upon its existing Automatic Summary solution, which summarizes customer contacts for agents, the company introduced a Generative Knowledge Retrieval tool. This tool parses through contact center knowledge sources to provide agents with relevant information in real-time, reducing the need to sift through support content.

Additionally, Talkdesk released its out-of-the-box Automatic Topic Discovery tool, which helps capture customer intent and sentiment from every conversation.

By automatically identifying intent, agents can expedite their post-call tasks without manually adding disposition codes to each contact.

Talkdesk claims that when these three tools are utilized together, contact centers can reduce average handling time (AHT) by 15 percent.


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