TALKDESK CXA | COPILOT
Empower agents with agentic AI using Talkdesk Copilot.
Support agents during live conversations by understanding intent, reasoning in context, and surfacing next-best actions to resolve issues faster.
Talkdesk Copilot features.
Next best actions
Quickly resolve customer issues by proactively providing agents with next best action recommendations for each stage of the conversation.
Real-time call transcription
Transcribe calls in real-time using advanced speech-to-text and natural language processing technology.
Smart Scripts
Agents get instant step-by-step guidance during the call on how to resolve a query quickly and correctly.
Automatic interaction summary
Generative AI automatically summarizes interactions and selects an accurate disposition, eliminating after call work.
Interaction history
Whether it’s a call from a virtual agent or a human agent, quickly bring an agent up to speed with automated access to the interaction history.
In-app automations
Automate manual tasks and capture customer information inside any application, without leaving Talkdesk Workspace.
Automatic response generation
Generative AI refines agents’ input into polished responses based on a chosen tone.
Help agents resolve customer issues correctly and quickly with Talkdesk Copilot.
Copilot reduces handle time and costs by working as part of an orchestrated AI workforce. Agents focus on complex needs, while specialized AI agents handle routine tasks, capture data, and surface insights instantly.
Results
AI that actually turns agents into experts.
Automate interaction summaries with orchestrated AI agent assistance.
Copilot automatically generates call notes and dispositions, working alongside other AI agents to capture context and streamline workflows. The result: more accurate records, reduced handle time, and faster outcomes for agents and customers alike.
Help agents craft better customer responses in real time.
AI suggests context-aware replies in chats and emails, while orchestration across AI agents ensures tone, accuracy, and efficiency—helping agents respond quickly without sacrificing quality.
Improve agent proficiency and accuracy.
Get real-time transcriptions and guide agents with Smart Scripts during live conversations. This cuts costs, shortens new agent onboarding, and boosts CSAT.
"When we say ‘effortless,’ it means for the caller, but also the agent. Talkdesk improves the user experience as well as the customer experience."
Rita Michaud Director, CX Enterprise Project Management, Serta Simmons Bedding at LLC
KNOWLEDGE MANAGEMENT
Give agents real-time, laser-precise answers.
Copilot taps into trusted knowledge sources and, through multi-agent orchestration, delivers precise, concise answers during live interactions. Agents can resolve issues instantly without hunting through long articles.
Empower agents to act with confidence.
By deploying AI agents that collaborate across connected systems, Copilot provides real-time assistance—reducing escalations, increasing agent autonomy, and allowing supervisors to focus on higher-value work.
Talkdesk Copilot FAQs.
AI agent assist is technology that supports contact center agents during live customer interactions—listening in real time, surfacing relevant information, and recommending next-best actions so agents can resolve issues faster and more accurately. Talkdesk Copilot is the AI agent assist solution built into the Talkdesk platform, guiding agents through every conversation from greeting to resolution.
AI agent assist works by transcribing conversations in real time, understanding customer intent, and pulling relevant answers from trusted knowledge sources as the conversation unfolds. Talkdesk Copilot goes further with multi-agent orchestration, coordinating specialized AI agents behind the scenes to retrieve information, draft responses, and summarize interactions, all while surfacing next-best actions directly in the agent’s workspace.
Real-time AI agent assist reduces average handle time, shortens new agent onboarding, and improves first contact resolution by giving agents instant access to accurate answers and guided next steps. It also reduces escalations and dependency on supervisors, letting agents resolve more issues independently while boosting CSAT and lowering cost per interaction.
Enterprise-grade AI agent assist software should include real-time call transcription, automatic knowledge retrieval, next-best-action recommendations, and automatic interaction summarization to eliminate after-call work. An enterprise-grade solution should also include orchestration across specialized AI agents, oversight tools that let supervisors monitor and improve AI performance, and integrations that bring in-app automations directly into the agent’s workflow—all capabilities built into Talkdesk Copilot.
AI agent assist is designed to support human agents, not replace them. Talkdesk Copilot handles routine tasks like documentation, knowledge lookup, and response drafting so agents can focus on complex, high-value customer needs, working alongside other AI agents as part of an orchestrated AI workforce.
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