Copilot: From agent assist to agent empowerment

For years, we’ve built tools for agents to work faster. Now, it’s time to help them work smarter. We’ve connected systems, optimized processes, and added automation but for customers, the journey can still feel fragmented. Agents juggle tools, supervisors chase consistency, and customers still wait for answers that should have been instant.

It’s time for a more natural experience, one that feels less like operating a system and more like engaging in a conversation. The customer experience industry needs AI that stops assisting from the sidelines and starts collaborating to orchestrate outcomes and elevate human potential. That’s what drove the evolution of Talkdesk Copilot, within Customer Experience Automation (CXA), leveraging our multi-agent platform that automates and orchestrates the entire customer experience. Together, they transform what happens across the customer journey, empowering agents with intelligence that listens, understands, and acts in real time.

The shift from systems to conversations.

Customer service used to be built around processes, rigid scripts, structured forms, and fixed paths. Agents learned where to click and what to say, while customers adapted to the processes. However, customer issues don’t follow straight lines. They’re dynamic, contextual, and driven by natural language. Traditional AI customer support has focused on retrieval and response, surfacing articles, summarizing interactions, and highlighting next steps. That support is valuable, but limited.

The next phase of evolution goes beyond helping agents; it empowers them with agentic AI that understands context, interprets intent, and takes action.

What comes next can’t be another tool, but a conversation layer that lets agents simply ask, “What’s the customer’s warranty status?” or “Update their shipping address,” and the system does it automatically, using integrated data and data in the context of this and past conversations.

With the inclusion of AI Agents into Talkdesk Copilot, that’s precisely what happens. Copilot is no longer a passive helper providing content recommendations. It’s a collaborative AI customer support agent partner that engages conversationally, understands intent beyond keywords, and coordinates tasks across systems. When an agent needs to refile a claim, trace a shipment, or ensure compliance, Copilot doesn’t stop at finding the right answer, it orchestrates the actions that resolve the issue. It operates in complex, integrated environments, where every decision and action needs to connect seamlessly.

The new Talkdesk Copilot transforms tasks into intelligent workflows so agents spend less time navigating interfaces and more time focusing on the human side of service. The platform listens in real time, interprets intent, and pulls the right data or triggers the right workflow, all without the agent leaving their workspace. The difference is technology that mirrors how people think, speak, and solve problems naturally.

The engine behind the conversations.

At the heart of this transformation is our multi-agent architecture designed to automate and orchestrate every layer of the customer experience. A network of specialized AI agents, each with its own domain expertise, collaborate in the background. One understands policies, another handles workflow automation, and another retrieves knowledge or validates compliance.

Talkdesk Copilot becomes the conversational front-end of that ecosystem. It interprets what the agent needs and delegates tasks to the right AI agents behind the scenes. It’s not only intelligence or automation, it’s orchestration. A seamless collaboration between AI and humans, each doing what they do best, is the difference between a bot and an agentic system. Bots respond; agentic systems reason, decide, and act within guardrails. That’s what makes this integration so powerful. It introduces autonomy where it matters most, while keeping humans in control.

Real impact, tangible results.

AI’s real challenge isn’t building smarter systems but seamless experiences where people, processes, and AI work together as one. When agents no longer waste time toggling between systems, they gain back minutes on every call. When answers surface instantly, handle times drop and accuracy rises. When coaching becomes proactive, quality scores improve without adding headcount.

Copilot delivers measurable impact across operations and experience, and our customers are already seeing the difference:

• Increased productivity and reduced costs. Automating and surfacing knowledge instantly lowers handle times and reduces cognitive load. Career Certified improved productivity by 82%.

• Improved customer retention and loyalty. Seamless, personalized interactions drive higher first contact resolution (FCR) and customer satisfaction score (CSAT). CAI increased customer satisfaction scores by 20%.

• Faster onboarding and training. With built-in guidance and contextual assistance, instead of static scripts, allow new agents to ramp up quickly. CAI accelerated new agent onboarding by 40% and Towne Bank decreased average handle time by 23 seconds.

• Higher  compliance. Real-time orchestration ensures that every response aligns with policies and regulations.

• Improved accuracy. When every agent provides consistent, compliant answers every time, it builds trust, strengthens loyalty, and supports long-term revenue growth. Michaels, decrease after call work by 93%.

Additionally, Talkdesk Copilot delivers value without a large-scale transformation. It can be layered into existing environments with minimal disruption, for low-risk, high-impact automation that scales naturally across teams.

Shaping the human experience.

Talkdesk Copilot, more than technology, elevates people instead of overwhelming them. For decades, the software told us what to do. Now, with natural-language understanding and agentic AI, we can finally tell it what we want, in our own words.

This shift may seem simple, but it changes how people work. Agents become problem solvers instead of task executors, supervisors become strategists, and customers stop feeling like ticket numbers and start feeling understood. Copilot, connected to CXA, removes friction not just from the workflow, but from the human experience of work.

With Copilot, every agent performs like the best agent, and for those of us building the future of customer experience, the most powerful form of automation is the one that makes humans shine. Talkdesk is making that happen.