Talkdesk can embed self-service touchpoints into apps, websites, messaging platforms and voice channels to answer common customer questions. These capabilities are available 24×7 to accommodate your customers’ needs and enable you to quickly scale customer service operations when it’s not possible to add and train new physical staff.

Automate your voice channel (the most heavily-relied upon channel) with a Virtual Agent that offers conversational, human-like service with speech recognition and text-to-speech technologies. For text-based interactions over social channels or live chat, Talkdesk chatbots offer a similar conversational experience enhanced by the ability to share links or other content provided by the Talkdesk Guide knowledge base solution. Guide is the knowledge backbone for all self-service interactions, ensuring customers and agents receive accurate, curated information — quickly.

Talkdesk Self-Service provides customers with always-on support to solve their problems in a time of uncertainty, while still offering seamless escalation to live help when needed. By handling repeatable, common inquiries, self-service automation offloads increasing call volumes that may be difficult to handle with live support during the current crisis.

It takes a concerted effort

No one technology can solve the overwhelming challenge facing contact centers today. Combined with work-at-home agents, adopting automation tools such as proactive notifications and customer self-service are key components to supporting customer service business continuity efforts.