Talkdesk unveils new AI tools to boost customer service efficiency

Talkdesk has introduced two new artificial intelligence (AI) tools, Talkdesk AI Rewriter and Talkdesk AI Translator, to enhance customer experience technology for enterprises of all sizes. These new features allow businesses to meet the increasing demand for personalised and efficient customer service.

Talkdesk AI Rewriter permits agents to rewrite text instantly in different tones—professional, friendly, or empathetic—to match a customer's sentiment or mood. This hyper-personalisation aims to increase customer satisfaction and reduce the average handle time (AHT) required to assist a customer. It also helps supervisors ensure that all agents adhere to business communication guidelines, which is essential for new agents or those whose writing does not meet business standards.

Talkdesk AI Translator automates text translation for digital interactions such as emails, chats, and short message services (SMS). This tool allows communication in the customer's preferred language. For example, an agent who can only read and write in English can assist a customer in writing in French, with the AI Translator instantly translating the conversation in real-time. This feature aims to improve the efficiency and accuracy of agent interactions and facilitate business expansion into new markets.

The new AI tools are part of Talkdesk Copilot, an AI-powered assistant designed to assist agents during customer interactions. Copilot, available on the Talkdesk CX Cloud contact centre platform and the Talkdesk Industry Experience Clouds, also offers other AI-powered customer experience applications. Furthermore, enterprises with on-premises contact centres can access these solutions via Talkdesk Ascend Connect.

Talkdesk CEO and founder Tiago Paiva commented on the new launches: "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 personalised 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 centre as a profit centre through growth opportunities."

The AI-driven efforts, including Talkdesk Copilot, focus on reducing AHT, a critical metric for assessing customer service quality in contact centres. Through summarising customer conversations and selecting dispositions, Talkdesk's generative AI technology seeks to improve the accuracy and speed of resolutions. According to the company, clients like JK Moving Services have already realised significant improvements, such as a 30% reduction in AHT.

Founded in 2011, Talkdesk has a history of technological innovations in its cloud contact centre platform. Over the past year, it has introduced several generative AI-powered applications, supporting industry-specific customer self-service, seamless voice and digital routing, and customer insights. These advancements highlight Talkdesk's ongoing commitment to elevating customer experiences and streamlining operations.

The introduction of Talkdesk AI Rewriter and AI Translator reflects the company's strategy of using AI to create more meaningful customer interactions, eliminate agent workflow inefficiencies, and open new revenue avenues for businesses.