Talkdesk Unveils New GenAI Capabilities to Eliminate Bad CX

Talkdesk is leading the charge to rid the world of bad CX with the launch of generative AI (GenAI)-powered Talkdesk Navigator and mood insights, at Customer Contact Week Las Vegas 2024.

Harnessing the power of GenAI, Talkdesk is paving the way for hyper-personalized customer experiences that dynamically adjust content, offers, and recommendations based on each customer’s unique profile, history, usage patterns, location, demographics, and even current emotional state.

Talkdesk Navigator makes it simple to create new, as well as improve existing, customer journeys, providing brands with intuitive, conversational, and context-aware interaction orchestration.

Mood insights, a feature of Talkdesk Interaction Analytics, evaluates customers’ emotional states throughout an interaction, speeding time to resolution and improving customer satisfaction.

Talkdesk Navigator provides GenAI-powered routing and is the first point of contact when customers engage with customer support or sales. It autonomously manages and prioritizes incoming inquiries based on real-time context.

Using natural conversation, Talkdesk Navigator can understand customer requests and then automatically deliver the ideal experience for every customer, every time.

Customers simply tell Talkdesk Navigator what they need or want to accomplish, in their own words, without being forced into complex, rigid, and frustrating interactive voice response (IVR) menus.

For administrators, Talkdesk Navigator eliminates the tedious setup and iterations required to build natural, efficient customer experiences. With no training required, it can understand naturally and initiate the most efficient path to resolution.

Talkdesk Interaction Analytics reviews customer conversations for topics and sentiment trends without setup. With GenAI, it detects emerging topics, uncovering valuable insights and opportunities-even the unexpected ones.

The addition of mood insights allows contact centres to now capture the complexity of human feelings and provide emotional analysis at the beginning and end of the interaction-and the reason why those emotions may have changed.

Agents can better support customers, and operational leaders can understand which behaviors to emphasize in order to improve agent performance

Traditional sentiment analysis generally lumps a customer’s emotional state into three broad categories-positive, negative, and neutral-and neglects the nuances of emotion that often change throughout the interaction.

Powered by a large language model (LLM), the Talkdesk GenAI-powered mood insights captures feelings like gratitude, annoyance, and relief.

By understanding the reason why customer emotions change during an interaction, contact centres can tailor their interactions and mitigate potential issues more precisely and accurately.

Talkdesk has been serving up practical AI in the contact centre since 2018. Talkdesk Navigator and mood insights follow recent introductions of several other groundbreaking and industry-first GenAI innovations in CX from the company, including Talkdesk Ascend Connect, Talkdesk Autopilot for Banking, Talkdesk Autopilot for Retail, and Talkdesk Autopilot for Healthcare.

Supporting Quotes

Zeus Kerravala, founder and principal analyst of ZK Research, commented: “Generative AI has had a profound impact on how companies support and service their customers, and we’re really just beginning to see what’s possible.

Talkdesk Navigator and mood insights are at the forefront of this new era of hyper-personalized customer experience that moves us away from hard-to-use interactive voice response systems toward a more natural, customized, and easier engagement with brands.

This should be a natural progression for any company looking to transform the customer journey.”

Tiago Paiva, chief executive officer and founder of Talkdesk, said: “Generative AI has opened up new possibilities for CX and is rewriting the rules of customer engagement. Traditional personalization is no longer enough.

Customers expect interactions tailored to their unique preferences and emotions. With Talkdesk Navigator and mood insights, we’re empowering organizations to deliver hyper-personalized experiences with AI that drive deeper connections that foster lasting customer loyalty.”

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