As customers become more demanding and company technology budgets remain somewhat constrained, AI is picking up more of the load of customer support, thanks to ever-smarter virtual assistants who can handle a significant portion of customer queries and not simply deflect calls, kicking the problem further down the call center workflow. Building effective AI conversations, however, can be a time-consuming and resource-intensive process that requires multiple iterations to resolve slight variations in customer interactions.
AI Contact center solutions provider Talkdesk Inc. recently introduced Talkdesk Autopilot, the company’s next generation of its iconic virtual agent. The goal of the new version of Autopilot, said the company, is to make it easier and faster for companies to take advantage of generative AI to unlock new efficiencies in the contact center that can drive increased revenue opportunities and improve agent productivity.
Talkdesk Autopilot builds upon and expands the AI-powered customer assistant capabilities of Talkdesk Virtual Agent. With the addition of new GenAI features, and prebuilt flows and conversations tailored specifically for retail and financial services markets, Talkdesk Autopilot can autonomously resolve complex use cases, understand a customer's journey, and intelligently make timely decisions based on knowledge of that journey. Included in Talkdesk Autopilot is the ability to use GenAI to autonomously generate highly contextual and natural conversational responses to customer inquiries from frequently asked questions (FAQs) uploaded to Talkdesk Knowledge Management. Talkdesk Autopilot can intelligently search, review and extract the correct information and respond in a natural and conversational manner.
Talkdesk noted that it has used its extensive experience with banks, credit unions and retailers to train its AI models based on real-life scenarios that account for almost all foreseeable questions and escalations. Additionally, Talkdesk Autopilot is pre-integrated with core banking processors and e-commerce systems, making it possible to fully automate a broad set of use cases.
“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,” said Tiago Paiva, founder and CEO at Talkdesk. “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.”
Edited by
Greg Tavarez
