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.
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.
Talkdesk CCaaS
Human workforce
Human experts deliver exceptional customer experiences with omnichannel routing, workforce engagement management, and AI guidance.
Operationalizing the hybrid workforce
Discover automation opportunities. Activate and scale AI agents.
Not just where AI can be used, where it should be used.
Measure impact. Adjust workload. Forecast total capacity.
Human work doesn’t disappear, it shifts toward what only people can do.
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.
"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.
Blog Article
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.
INDUSTRY SOLUTIONS
The hybrid workforce, built for your industry.
Social Proof
How enterprises run the hybrid workforce.
100%
calls using AI.
LifeSearch expanded quality monitoring from 1% of calls to 100% using AI—setting a new standard for consistency and compliance.
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.
“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
The future isn't waiting. AI agents are already part of the workforce.
The only question is whether you’re running yours yet.