Artificial Intelligence

Customer experience. A better way.

Tiago Paiva, Talkdesk CEO & Founder

By Tiago Paiva

0 min read

Tiago Paiva Customer Experience

I started Talkdesk 13 years ago to rid the world of bad customer experience (CX). There had to be a better way to solve the limitations and challenges caused by legacy, on-premises call centers. I wanted to create a cloud-based software that would help companies provide better customer service. Talkdesk would show agents everything they needed to know about the customer before they answered the call. It would integrate with other platforms and synchronize data with all systems in real time. It would be simple to set up, use, and maintain. I knew then that I wanted to completely disrupt the customer experience market, and that is what Talkdesk has been doing ever since.

Leading with courageous innovation.

The Talkdesk CX Cloud™ flexibility, scalability, and efficiency had a massive impact on setting a new benchmark for what customer service should be. Creating a cloud-based solution,  during a time when on-premises technology dominated the market, pushed boundaries and challenged the traditional ways companies delivered customer service.

Innovation has always been a hallmark of Talkdesk. In 2017, we were the first contact center company to make a formal move into artificial intelligence (AI) with an inside sales tool. A year later, on stage at OpenTalk 2018, I introduced our bold strategy for AI-infused customer experience, taking a stand that “AI should be everywhere. From here on out, anything that Talkdesk launches will come with artificial intelligence. Talkdesk AI isn’t just a product — it’s a way of thinking.”

Over the next two years, this philosophy guided the development of unprecedented AI-driven advancements in customer service delivery. Talkdesk built the most complete, native, and fully integrated AI platform for customer experience, encompassing applications for self-service, live service, quality management, workforce management, and business intelligence.

The recognition we received from investment companies, major industry analyst firms, and some of the largest brands in the world validated that we were on the right path. New funding rounds fueled our growth, customers loved our CX platform, we secured the #8 spot in the Forbes Cloud 100, and so much more. However, we knew that staying ahead of the innovation curve would require us to lean heavier and deeper into first-to-market AI and generative AI technologies to unlock greater efficiency and success for our customers.

We’ve launched 70 new products in the last seven years, 50 of them since 2020. We deliver CX innovation faster than any other vendor in the market to help companies transform the customer journey. Period.

Spearheading the customer journey with generative AI.

The rise of generative AI sparked a new era of innovation, and we dove headfirst into the generative AI revolution, not as followers, but as visionaries determined to shape the future of customer experience.

In 2021, we saw an opportunity to lower the barrier to AI adoption for customer experience further. We could see what so many others in this space didn’t: that customer service isn’t “one size fits all.” That’s when we introduced the world to the Talkdesk Industry Experience Clouds™ — purpose-built with vertically trained AI models that enable efficient self-service and live service use cases for banks, insurance carriers, healthcare, and retailers. It has been a complete game-changer for Talkdesk and for our customers.

In 2023, we incorporated generative AI throughout our platform. Through generative AI, we’re making CX more autonomous, proactive, and hyper-personalized.

  • Our very first generative AI-powered feature, automatic interaction summary, prioritized time savings, accuracy, and cost-effectiveness by shaving 30-60 seconds from every interaction. This was a remarkable accomplishment!

  • We built upon and expanded Talkdesk Autopilot with generative AI capabilities to automate even more use cases, so customers can get fast and accurate service without having to talk to an agent.

  • With automated content curation and intelligent search and retrieval capabilities as its core, Talkdesk Copilot empowers agents with automated, contextual recommendations and next-best actions in real time.

  • No more frustrating IVR menus to engage with customers. Talkdesk Navigator provides generative AI-powered routing to manage interactions using real-time context. It allows customers to use their voice to express their issues and automatically delivers the best experience for each customer, every time.

  • We introduced Talkdesk Ascend Connect, the industry’s first suite of generative AI-powered customer experience applications that seamlessly integrate with third-party on-premises contact centers’ existing technology and infrastructure.

Due to growing concerns about liability, bias, and accuracy in AI implementations, we immediately championed responsible AI practices. We’re taking a stand in the industry to ensure that generative AI does no harm to the business or its customers, provides the right level of personalized experiences, and gives more businesses access to its benefits. This is key to what we do, and new features like a generative AI observability dashboard and AI simulator underscore our commitment to safe and effective AI utilization.

Talkdesk AI helps companies automate customer interactions to improve their customer experience while reducing the operational burden; equip agents with AI-powered insights and streamlined workflows to focus on what matters; and illuminate insights with data to optimize the workforce, delight customers, and maximize growth.

Guided by customer obsession.

Our customers are at the heart of everything we do, so we want them to see and understand the value of AI-first customer experience. We partner with our customers to help them realize a faster return on investment (ROI) and a path to success. It’s an honor to have the most important part of a company’s business—its customer experience—entrusted to Talkdesk. It’s a responsibility I take very seriously; it is why I wake up every day driven and focused on giving our customers new tools and ways to improve their customer experience, reduce costs, and gain operational efficiency.

I’m so proud of the company Talkdesk is today. Many things have changed since 2011, and we’ve learned a lot along the way, but one thing has remained the same: Talkdesk is on a mission to rid the world of bad customer experience. We continue to do that with market-disruptive innovation and strong investment in research and development (R&D), the powerhouse behind our rapid development and delivery. Through generative AI, we are helping companies transform their CX, stand out, and deliver efficient, hyper-personalized, and memorable experiences that set them apart from the competition.

The best part is that there’s so much more coming! We took a big bet on AI years ago, and we haven’t looked back since.

I invite you to be part of the Talkdesk journey. I can’t wait to show you what’s next!


Tiago Paiva, Talkdesk CEO & Founder

Tiago Paiva

Tiago Paiva is founder and CEO of Talkdesk