OMNICHANNEL ENGAGEMENT | AGENT ASSISTANCE

Talkdesk Agent Assist, empowering agents to support customers.

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<h4>Read more about <a href="https://cms.talkdesk.com/blog/chatgpt-contact-center/">Talkdesk Generative AI &amp; GPT</a> powered solutions.</h4>

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Deliver great customer experiences with Talkdesk Agent Assist™ by empowering your agents with automated assistance, contextual recommendations, and next best actions during live interactions.

Help agents resolve customer issues correctly and quickly.

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Talkdesk Agent Assist now supports Automatic Summary, a GPT-powered feature that streamlines after-call work by generating detailed, high-quality summaries in seconds.

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Talkdesk launches Automatic Summary, powered by GPT.

Ease admin burden to let agents focus on resolving customer issues faster. Agent Assist has integrated automations and time-saving support features for after-call work, which means your customers continue to get high-quality care after a call ends.

Automate repetitive tasks to allow agents to focus on more complex interactions.

Connect to your knowledge base to provide agents with contextual recommendations and direct answers to quickly resolve issues during live interactions. Use Talkdesk Knowledge Management™ to get answers, not articles.

Integrate your knowledge base for automated contextual recommendations.

Provide real-time call transcriptions and dynamically suggest answers from the knowledge base to boost first contact resolution. Get step-by-step guidance throughout a call with Smart Scripts, to resolve a query quickly and correctly and decrease ramp up time for new agents.

Enable agents to be more self-sufficient in solving customer issues, giving supervisors more time to focus on priority tasks.

Reduce the need for supervisor assistance.

Agent Assist offers agents real-time tips and information based on their conversation with a customer. It helps new agents feel more supported and keeps them motivated.

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Quickly resolve customer issues by proactively providing agents with next best action recommendations for each stage of the conversation.

Next best actions

Get faster access to relevant articles from Talkdesk Knowledge Management or an external knowledge base to give customers quick answers.

Knowledge base suggestions

Transcribe calls in real-time using advanced speech-to-text and natural language processing technology.

Real-time call transcription

Agents get instant step-by-step guidance during the call on how to resolve a query quickly and correctly.

Smart Scripts

Maintain high-quality customer care after every call with an automated interaction summary, with the key highlights, previous actions taken and a copy of the full transcription.

Interaction summary

Whether it&#8217;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.

Interaction history

Automate manual tasks and capture customer information inside any application, without leaving Talkdesk Workspace.

In-app automations

Allow non-technical customer service staff to easily apply their practical expertise to continuously improve AI models that are powering automation in the contact center. Successfully resolve more cases through automation and improve accuracy, increasing customer satisfaction and decreasing cost per case.

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The interface of the application its great for monitoring and handling all agents to improve productivity in real time.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed.

The call quality is great. Talkdesk offers great integration options, all our required systems are integrated into TD natively.

Talkdesk is great for a Sales Organization that has to be on the phone all the time. Also, if you use Salesforce it is amazing that it can link calls straight to their account.

Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.

Talkdesk is well suited to creating reports like the agent status report that shows the breakdown of the activities being performed by a team member. It helps determine whether the team member is trying to avoid his/her responsibilities or not.

The Talkdesk support team does an amazing job making sure issues are solved timely and requests are fulfilled in the best way.

It's suited when you want to route calls with different priorities, and when your customer service demands agents with different skills. Using the salesforce data dip we can quickly identify the type of client calling and assign a specific team to answer them or give them a higher priority on the waiting queue.

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The future of AI in the contact center

Contact center automation tools to improve the customer and agent experience

4 key predictions for the future of AI in the contact center

Self-service and agent assistance: Using AI and knowledge to power better customer and agent outcomes

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Thanks - the Talkdesk Team.

Experience the modern cloud contact center platform for every industry.

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Make every agent your best agent. Learn how Talkdesk Agent Assist uses AI to help agents resolve complex customer issues correctly and quickly.