Talkdesk has added two new generative AI (GenAI) solutions to its CCaaS platform: the Talkdesk CX Cloud.
The first is an AI Rewriter that enables contact center agents to instantly rewrite content in a manner that reflects the customer’s sentiment and mood.
With this, agents may simply write out the bulk of their responses and use the tool to ensure a professional, friendly, or empathetic tone.
Alternatively, they may use it to personalize knowledge articles before sending them off to customers.
Either way, Talkdesk believes that the solution will help improve customer satisfaction (CSAT) rates and average handling time (AHT).
Meanwhile, it may also help supervisors ensure that agents are following brand guidelines in their communications with customers.
All-in-all, Talkdesk calls this an “essential capability”, particularly for accelerating new agent proficiency or supporting those who have failed to adhere to company communication guidelines.
The second solution is an AI Translator that – as the name suggests – automatically translates texts to help agents engage with customers in any language.
Tiago Paiva, Founder & CEO of Talkdesk, listed some of the key benefits of its latest AI technologies: “When a customer engages with an agent, the interaction should be authentic and easy on both sides.
Customer experience isn’t one-size-fits-all, so we must deliver AI innovation that adapts to how customers want to engage with agents while helping agents provide a more efficient yet personalized service.
“From day one, Talkdesk AI Rewriter and Talkdesk AI Translator can help enterprises create better, more meaningful connections with their customers, eliminate inefficiencies in agent workflows, and position the contact center as a profit center through growth opportunities.”
Both solutions are available across digital channels, including email, chats, and SMS.
Yet, while the AI Rewriter is an example of original innovation, many solutions like the AI Translator are already available within the CCaaS market.
Thankfully, they’ve received a warm response, particularly from the outsourcing community.
After all, just imagine a customer who requests to change their flights in French to an agent who only speaks English.
With the AI Translator – as with other tools on the market – the agent will be able to communicate in English, sending messages using their native and natural language while viewing messages received translated into their own language, too.
From the customer’s perspective, they will have the same experience but in reverse. All their communications will take place in French.
To keep prompt and efficient communications, the AI translates messages in real-time.
Talkdesk points out that this would be a particularly useful solution for companies looking to break into new markets that want to be able to offer the same level of service as they are able to in their base of operations.
An added financial incentive that it brings is the possibility of hiring agents from countries with lower salary expectations rather than having to hire native speakers from more costly regions.
Availability
Both AI Rewriter and AI Translator are now available as part of Talkdesk Copilot, an AI assistant that aids agents with customer interactions.
Copilot can be accessed by enterprises using the Talkdesk CX Cloud contact center platform and Talkdesk Industry Experience Clouds.
Businesses that have on-premises contact centers can leverage Copilot and other Talkdesk CX apps through Talkdesk Ascend Connect.
