Talkdesk Introduces AI Agents to Enhance Retail CX

Talkdesk has announced the launch of Talkdesk AI Agents for Retail.

The AI-driven conversational agents are designed to autonomously handle complex retail processes, such as order tracking, customer authentication, and connecting customers with in-store specialists.

Operating 24/7, the agents utilise advanced natural language processing and generative AI to deliver personalised and adaptive customer service experiences.

The solution integrates seamlessly with existing commerce platforms, simplifying deployment and enhancing customer interactions.

It also includes geolocation capabilities, visual maps for store selection, and pre-built templates for AI-powered location searches, helping retailers offer intuitive service directory support.

Ed Durbin, vice president and general manager of industry strategies for retail and consumer goods at Talkdesk, said, “Talkdesk AI Agents for Retail represents a significant advancement in how retailers can effortlessly deliver intelligent, seamless, and hyper-personalized customer experiences.

We continue to expand our portfolio of GenAI innovation and build on the success of our industry motion to meet the specific CX needs of our key industries.”

This launch is part of Talkdesk’s broader strategy to modernise customer experience with its AI platform, Talkdesk Ascend AI, and industry-specific solutions like Talkdesk Retail Experience Cloud. Talkdesk will showcase these innovations at NRF 2025 in New York City.

For more information about Talkdesk - visit the Talkdesk Website

About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another.

Find out more about Talkdesk

Author: Hannah Swankie
Reviewed by: Megan Jones