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Platform overview

AI agents and people. Working as one.

Unify AI agents and people on one platform that understands every request, automates the work it can, and seamlessly engages human experts when needed.

The hybrid workforce is here. Not next year, not in theory, now. AI agents aren't just tools anymore. They answer customers. They make decisions. They influence revenue. They've joined your workforce. And when AI joins the team, everything changes. Human roles evolve. KPIs behave differently. Cost curves flatten. But the challenge isn't just deploying AI. It's operating AI and humans side by side as one team. How do you manage quality across both? How do you measure performance in context? How do you govern risk at machine speed? The companies that win in CX won't just deploy AI. They'll operate smarter. Talkdesk is building what it takes to run the hybrid workforce and customer experience. AI is on the org chart. It's time to manage it like it is. Talkdesk CXA. Customer experience automation.

The hybrid workforce is here. Not next year, not in theory, now. AI agents aren't just tools anymore. They answer customers. They make decisions. They influence revenue. They've joined your workforce. And when AI joins the team, everything changes. Human roles evolve. KPIs behave differently. Cost curves flatten. But the challenge isn't just deploying AI. It's operating AI and humans side by side as one team. How do you manage quality across both? How do you measure performance in context? How do you govern risk at machine speed? The companies that win in CX won't just deploy AI. They'll operate smarter. Talkdesk is building what it takes to run the hybrid workforce and customer experience. AI is on the org chart. It's time to manage it like it is. Talkdesk CXA. Customer experience automation.

A team built to deliver consistent CX, no matter who’s handling it.

Manage AI and human agents together with shared context, unified governance, and one holistic view of customer experience.

TALKDESK CXA

AI workforce

AI agents resolve interactions autonomously across systems, triggering follow-up actions or handing off to a human agent when needed.

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Talkdesk CCaaS

Human workforce

Human experts deliver exceptional customer experiences with omnichannel routing, workforce engagement management, and AI guidance.

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Operationalizing the hybrid workforce

Discover automation opportunities. Activate and scale AI agents.

Not just where AI can be used, where it should be used.

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Measure impact. Adjust workload. Forecast total capacity.

Human work doesn’t disappear, it shifts toward what only people can do.

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The hybrid workforce is here. Not next year, not in theory, now. AI agents aren't just tools anymore. They answer customers. They make decisions. They influence revenue. They've joined your workforce. And when AI joins the team, everything changes. Human roles evolve. KPIs behave differently. Cost curves flatten. But the challenge isn't just deploying AI. It's operating AI and humans side by side as one team. How do you manage quality across both? How do you measure performance in context? How do you govern risk at machine speed? The companies that win in CX won't just deploy AI. They'll operate smarter. Talkdesk is building what it takes to run the hybrid workforce and customer experience. AI is on the org chart. It's time to manage it like it is. Talkdesk CXA. Customer experience automation.

The hybrid workforce is here. Not next year, not in theory, now. AI agents aren't just tools anymore. They answer customers. They make decisions. They influence revenue. They've joined your workforce. And when AI joins the team, everything changes. Human roles evolve. KPIs behave differently. Cost curves flatten. But the challenge isn't just deploying AI. It's operating AI and humans side by side as one team. How do you manage quality across both? How do you measure performance in context? How do you govern risk at machine speed? The companies that win in CX won't just deploy AI. They'll operate smarter. Talkdesk is building what it takes to run the hybrid workforce and customer experience. AI is on the org chart. It's time to manage it like it is. Talkdesk CXA. Customer experience automation.

Validate before deployment. Continuously evaluate performance. Detect and mitigate risk in real time.

Every AI agent is held to the same standard as every human agent.

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AI is becoming part of the workforce. And that AI workforce needs to be operated, monitored, and governed just like your human agents. Introducing the Talkdesk CXA Operations Center. Gain real time visibility into how your AI agents behave in production. Understand every interaction, every decision, every outcome. Measure performance across every scenario before and after deployment. Detect failures, identify risks, and benchmark agent performance. Continuously improve your AI agents to adapt to changing customer needs. Maintain control with built in guardrails and human oversight. Operate AI with confidence. Scale without losing control. Talkdesk CXA Operations Center

AI is becoming part of the workforce. And that AI workforce needs to be operated, monitored, and governed just like your human agents. Introducing the Talkdesk CXA Operations Center. Gain real time visibility into how your AI agents behave in production. Understand every interaction, every decision, every outcome. Measure performance across every scenario before and after deployment. Detect failures, identify risks, and benchmark agent performance. Continuously improve your AI agents to adapt to changing customer needs. Maintain control with built in guardrails and human oversight. Operate AI with confidence. Scale without losing control. Talkdesk CXA Operations Center

"We unified fragmented B2B and B2C support into one modern operation by consolidating six platforms. Our agents now focus on complex, high-value interactions while AI handles routine inquiries. That’s strengthened brand loyalty for both retail consumers and dealer partners."

Amber Scott VP of Customer Experience, Serta Simmons Bedding

Infrastructure

One foundation. Two workforces.

Every interaction, AI or human, shares the same systems, data, and orchestration, everywhere you operate.

Integrations

Connects the systems your workforce already runs on (CRM, ERP, ticketing, and more).

Data Cloud

Unifies structured and conversational data across every channel, into one source of truth.

Multi-agent Orchestration

Specialized AI agents, coordinated automatically: managing handoffs, timing, and escalation behind the scenes.

Global Communications Network

Global voice infrastructure, with data residency, call quality, and compliance built in.

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Who manages the AI workforce?

AI agents are becoming part of the customer service workforce, but deploying them is only the beginning. Success depends on managing AI with the same rigor applied to human teams through observability, governance, and performance management.

Trust and Security

Governed AI. Enterprise certified.

Guardrails, prompt controls, and observability built into every AI agent. Backed by the compliance frameworks enterprises require.

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INDUSTRY SOLUTIONS

The hybrid workforce, built for your industry.

For Financial Services

For Healthcare

For Retail

For Travel & Hospitality

For Insurance

For Consumer Goods

For Government & Education

For Utilities

For Commercial & Residential services

CUSTOMER STORIES

How enterprises run the hybrid workforce.

69%

decrease in abandonment rate.

Memorial Health is transforming the patient experience with CXA. With Talkdesk Autopilot™ and Copilot™, 50% of MyChart password calls are now automated and 55% of appointments are managed through AI.

$1.7M

cost savings.

Arbella Insurance projects $1.7M in cost savings over three years by modernizing operations end to end.

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“We transformed our contact center from a cost center into a strategic asset by putting intentional AI to work. We eliminated frustrating IVR flows, implemented intelligent routing, and gave agents the tools to focus on meaningful customer interactions. The transformation was so successful that other departments now ask to use our platform.”

Kristin Galan, Sr manager, Retail rewards & incentives, BCLC

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100%

calls using AI.

LifeSearch expanded quality monitoring from 1% of calls to 100% using AI—setting a new standard for consistency and compliance.

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The future isn't waiting. AI agents are already part of the workforce.

The only question is whether you’re running yours yet.