Press Release
Talkdesk and Novobanco named finalists in 2025 Finovate Awards
Accolades underscore the transformative power of artificial intelligence in delivering exceptional customer experiences for banking.
PALO ALTO, Calif.—August 4, 2025—Talkdesk®, Inc. today announced it has been named a finalist for “Most Impactful AI-Based Solution” in the 2025 Finovate Awards. Additionally, Talkdesk customer novobanco is a finalist for “Best Customer Experience Solution.” This marks Talkdesk’s second consecutive year as a Finovate Awards finalist. Winners will be announced on September 9, 2025, during FinovateFall in New York City.
The Finovate Awards celebrate the financial institutions and companies that are driving fintech innovation forward. Talkdesk is recognized for its significant and strategic use of artificial intelligence (AI) to solve practical banking problems, with demonstrable real-world results that would not be achievable without AI. Talkdesk Financial Services Experience Cloud™ is a comprehensive, AI-powered customer experience automation solution built specifically for banks and credit unions. It enables personalized banking at scale by uniquely weaving generative AI (GenAI) and agentic AI throughout a unified platform. Autonomous AI agents complete tasks across banking workflows, automating routine and complex processes and freeing up agents for higher-value client interactions, while driving seamless omnichannel engagement.
Novobanco, one of the largest banks in Portugal with a strong focus on customer relationships and digital innovation, is a finalist for providing exceptional customer experience across all aspects of the customer journey — from onboarding to account management and customer service. Through its collaboration with Talkdesk, novobanco implemented a hierarchical routing system that seamlessly integrates with its existing systems, directing calls to virtual agents, contact center agents, or branch locations based on the call’s purpose and agent availability. The bank has also strategically employed Talkdesk AI to balance the workload between often-overcrowded urban branches and those in rural areas with more availability, ensuring faster and more convenient service for customers.
This latest recognition adds to the growing industry accolades for Talkdesk Financial Services Experience Cloud, which was also named “Best Customer Experience Solution” at the 2025 Banking Tech USA Awards and a “Game Changer” in the 2025 Finopotamus Tekkie Awards.
“These Finovate nominations highlight and further validate Talkdesk’s non-stop innovation and deep commitment to helping financial services organizations reimagine their customer experience,” said Rahul Kumar, vice president and general manager of financial services and insurance at Talkdesk. “We take pride in the success of our customers. Novobanco’s recognition proves the transformative power of AI when applied pragmatically, and it is an honor to help companies around the world discover how our purpose-built solutions can deliver breakthrough outcomes.”
About Talkdesk
Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle.
At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.
Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like retail, healthcare, financial services, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace.
Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
Media Contact
Talkdesk Public Relations