Talkdesk has added autonomous AI agents for voice to its portfolio.
The AI agents engage in “life-like” conversational experiences, understanding intent, scouring connected knowledge sources, and autonomously interacting with customers.
Alongside knowledge sources, the AI agents also gather intelligence from various databases, including the CRM, CDP, electronic health records (EHR), and more.
Additionally, the AI agents can detect changes in intent, pull the conversation back on track, and boost containment.
Yet, Talkesk doesn’t only offer autonomous, generative flows. Users can also create rules-based conversational AI experiences, blending forms of AI.
Sharing more, Tiago Paiva, Founder & CEO of Talkdesk, was full of praise for the company’s latest solution, commenting:
Talkdesk AI Agents for voice sets a new standard for what companies should deliver and what customers should expect in self-service engagements.
Another fascinating aspect of the announcement is in how the AI agent flexes with customer emotions, adjusting voice to match a consumer’s tone. That intelligence helps to determine the next best action to resolve issues and make consumers happy.
Moreover, customers can speak with a Talkdesk AI agent in natural ways using everyday expressions across multiple languages – including slang, utterances, idioms, industry jargon, etc.
Talkdesk follows several other market competitors with a launch that transforms the traditional approach to conversational AI.
Before, it demanded extensive training on hundreds of predefined intents, but with autonomous AI, organizations can target an intent, point the agent to relevant knowledge sources, and have a protype to review, optimize, and deploy.
Indeed, deploying these agents doesn’t require complex scripting, intent mapping, or data science expertise.
“This is a new era of hyper-personalized, 24/7 customer self-service and automation fueled by advanced agentic AI,” said Paiva.
It is an engineering, linguistic, and AI breakthrough all in one.
AI Agents on Voice: A Critical Advancement
As per the 2024 Gartner State of the Customer Survey, 40 percent of consumers identify the phone as their top choice for reaching customer service, making it the most favored method.
However, conventional voice-based conversational AI has had difficulties revolutionizing self-service due to the complexities of real-time nuanced and context-sensitive speech processing.
Unlike text-based AI, which can accommodate slight delays, voice AI requires instant analysis, decision-making, and response within milliseconds to ensure seamless and natural interactions.
“Talkdesk AI Agents for voice overcome these challenges, dynamically interpreting human speech, adapting to interruptions, and updating responses instantly – without relying on rigid scripts or predefined workflows,” summarized Paiva.
Elsewhere at Talkdesk
Earlier this month, Talkdesk launched an After Hours solution to extend service and sales operations beyond traditional business hours.
Essentially, the solution is a conversational AI offering that offers “human-like” autonomous assistance when no actual humans are around.
The solution will leverage generative AI to scour knowledge content and data stores to offer such assistance.
Additionally, the CCaaS stalwart has pulled its contact center tools into Epic Cheers, unifying two cornerstone CCaaS and CRM solutions in the healthcare space.
In healthcare, Talkdesk also offers industry-specific AI agents. Expect more, as Talkdesk also targets several other verticals to drive differentiative innovation.
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