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Talkdesk Announces Product Enhancements to GenAI Capabilities in its CX Cloud Platform


Generative artificial intelligence (GenAI) is having a powerful effect on customer support. Recent research from McKinsey found that applying GenAI to customer care functions could increase productivity by 30-45%, as well as increase positive ripple effects on customer satisfaction and retention arising from an improved experience for both the customer and the customer support agent.

AI-powered contact center solutions provider Talkdesk has announced what it’s calling significant product updates designed to deepen the integration of GenAI within its flagship Talkdesk CX Cloud platform and Industry Experience Clouds. With the enhancements, users can easily deploy, monitor and fine-tune GenAI in the contact center with no coding experience, eliminate inaccurate and irresponsible AI use and subsequent brand risk, and "create a powerful personalized experience for customers," said the company.

Talkdesk noted that GenAI features span its entire platform – which is not a feature of many other solutions -- allowing enterprises to benefit from leveraging AI throughout every stage of the customer journey, while simultaneously ensuring accuracy and responsibility. Some of these benefits include making agents even more efficient and effective with real-time generative knowledge and automatic interaction summaries, reducing after-call work by up to 66% and average handle time by up to 15%.

The expanded no-code tools help overcome some of the concerns and limits when it comes to using GenAI technology with customers: it allows companies to identify the biases and inaccuracies that can crop up, create guardrails and simulate results, keeping humans in the loop to prevent any potential harm or discrimination.

“About a year after its debut, GenAI significantly builds upon the benefits of artificial intelligence and has already proven to be a powerful tool for businesses,” said Tiago Paiva, CEO and founder of Talkdesk , in a statement. “But as more enterprises deploy GenAI within business functions, it’s clear that more work needs to be done to ensure accuracy, responsibility and accessibility of the technology. At Talkdesk, we’re taking a stand in the CCaaS industry to ensure that GenAI within the contact center does no harm to the business or its customers, provides the right level of personalized experiences across the customer journey, and gives more businesses access to its benefits.”

Edited by Alex Passett
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