TALKDESK CXA | AUTOPILOT
Resolve requests autonomously with Talkdesk Autopilot.
Expand self-service beyond deflection with agentic AI that resolves customer requests and completes tasks across voice and digital channels.
The contact center. A world where customer support never sleeps. Where assistance is needed at all hours. The influx strains your workforce and comes with substantial costs. But Talkdesk has a solution to transform this challenge into an opportunity. Talkdesk Autopilot can deflect those inbound calls, automating instant answers to customer questions. All without a live agent. Using AI, Autopilot can understand practically any customer questions and generate responses tailored to the right context, tone, and audience. In short? Customers get real-time, laser-precise answers whenever they need them. And if human expertise is required, Autopilot recognizes the need and can intelligently transfer the customer and context to the right agent. Autopilot is uniquely pre-built with key integrations and templates to handle the most common industry use cases. Right out of the box. And new use cases can be automated using generative AI in just a few simple clicks. No complex scripting or conversation flows needed. Let's take a closer look at how Autopilot works. Take Frank, for example. Frank wants to check his order status. But he is an international customer calling from a different time zone outside of regular business hours when there are no agents to take his call. Now he can talk with a Talkdesk Autopilot who will know Frank is a current customer via CRM integration. Use this information to personalize the call. Proactively confirm if Frank is calling about the order he recently placed, and if yes, provide the answer Frank needs in seconds. The order is already in transit, but Frank needs to change the delivery address. Because Autopilot is pre-integrated with the order management system and designed for common questions like this, it's able to autonomously make the change. And confirm the details directly with Frank. You can be confident that the Autopilot delivers consistently great customer experiences. Powerful no-code tools put you in control. Monitor AI behavior, fine-tune outputs, and set guardrails that protect your brand. Get all the advantages of AI without any of the risks. Talkdesk Autopilot automates interactions at scale. Reducing costs per contact, while providing a self-service experience that's both seamless and satisfying.
Reimagine customer self-service
with AI Agents for voice.
Activate AI Agents in your voice channel to deliver natural, intelligent conversations that feel human-like and empathetic. As part of Talkdesk Autopilot, these always-on, context-aware agents collaborate through multi agent orchestration to resolve complex requests end-to-end—making customers feel understood and valued 24/7.
Are you tired of AI that sounds like a confused robot trapped in a loop? Those days are over. Introducing Talkdesk AI Agent for voice. AI has finally found its voice. It listens, understands, and responds naturally. Handling real conversations, not just scripted flows. It even knows when to toss in a joke, switch languages mid sentence, or calm a frustrated customer. And here's the real breakthrough. It's Agentic AI. It doesn't just follow rules. It analyzes, adapts, and makes real time decisions to solve customer problems seamlessly. No rigid scripts, no endless intent mapping. Just set your goals in plain language, and it gets to work across fifty nine languages. Talkdesk AI Agent for voice. Smarter conversations, happier customers instantly. Pressing zero won't fix your bad customer experience, but Talkdesk AI Agent for voice will.
Improve operational efficiency with AI agents that boost call containment, improve resolution times, and reduce escalations.
Multi-lingual advanced agentic speech analysis captures topic and intent even if customers stutter, interrupt, or change languages. Tackle the most complex requests with authentic sensitivity and delight your customers all while improving workflow efficiency.
"When we launched Talkdesk, we immediately saw a 60% containment rate. This was amazing compared to what we launched before, which only had a 33% containment rate."
Jackie James Director of Global Operations at Quadient
Control the cost per interaction with automated customer service agents.
Talkdesk Autopilot handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will seamlessly redirect customers to a human agent.
Intelligent intent detection to boost your first contact resolution rate.
Machine learning technology and natural language processing has reached a stage where it offers more effective interactions between AI and customers. Synchronize your conversational IVR with digital or voice based self-service channel. The advanced capability of conversational AI means successfully resolving simple queries and increasing first contact resolution (FCR) rates.
Reduce live agent escalation with agentic AI.
Generate highly contextual conversational responses to customer inquiries with agentic AI. Intelligently search, review, and extract the correct information from Talkdesk Knowledge Management™.
Ensure reliable self-service with human oversight.
CXA Operations Center delivers real-time observability and validation for Autopilot’s AI agents in production. Monitor live interactions, inspect execution behavior, and enforce guardrails — ensuring safe, accurate, and scalable self-service without relying on data science resources.
Multi-channel
Deliver life-like self-service across both voice and digital channels with CXA AI agents.
Multi-lingual
Support natural conversations in 59+ languages, with AI Agents trained to process accents, slang, and idioms.
Context-aware & Adaptive
Leverage the Talkdesk Data Cloud so AI Agents understand history, intent, and sentiment across every channel for accurate, personalized responses.
Dashboard
Visualize usage, channel distribution, customer intents, and escalation rate to live agents.
Navigator integration
Route customers dynamically with Talkdesk Navigator, orchestrating AI Agents and human agents without handoffs or context loss.
Session monitoring
Access real-time and archived transcripts, sentiment analysis, and CXA insights to ensure quality and compliance.
Default conversation settings
Configure greetings and fallback responses that keep every AI Agent interaction aligned with your brand experience.
Autopilot FAQs.
Virtual agents powered by machine learning and AI technology are more than just payment processors and call deflectors. They can provide full customer support using an agentic AI that can approximate a real human conversation. The fact is that answering calls 24/7 means very little if clients aren’t getting the help they need. In fact, a system that can’t deal with customer issues is more likely to anger clients than serve them. Talkdesk Autopilot is the future of customer service.
Improving the customer experience is a 24/7 job, so you need a virtual agent solution that’s ready to help the moment your clients need it. With generative AI, intelligent virtual agents can handle customer support requests regardless of when they come through. And even when you do have agents available, Talkdesk Autopilot can handle routine customer queries, freeing up agents to deal with more complex tasks.
The majority of consumers have opted to use automated service options in recent years. In fact, many even prefer this route over waiting for live agents. Interactive chat and SMS allow your customers to seek support on their own terms. With Talkdesk Autopilot, these interactions are both efficient and natural.
Yes. You can make an autonomous virtual agent experience feel more natural and pleasant for customers with this no-code tool leveraging conversational AI. Enable operational staff to train the virtual agent and save costs on tech experts, such as data scientists. Not only does Talkdesk Autopilot conversational interface keeps your customers happy, but it is highly customizable to ensure it meets your specific needs.
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