Press Release
Talkdesk wins “Autonomous AI Agent of the Year” in 8th annual AI Breakthrough Awards
Prestigious international annual awards program honors standout artificial intelligence companies and solutions
PALO ALTO, Calif.—June 25, 2025—Talkdesk®, Inc. announced that it is the recipient of “Autonomous AI Agent of the Year” in the 8th annual AI Breakthrough Awards program conducted by AI Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies, and products in the global artificial intelligence (AI) market today. The award highlights Talkdesk’s leadership in leveraging agentic AI to transform customer experience through its Talkdesk Customer Experience Automation (CXA) platform.
Talkdesk CXA is a natively built enterprise AI platform designed to automate the full complexity of modern customer journeys. It replaces fragmented, human-coordinated workflows with multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused automation across the entire CX lifecycle. Instead of relying on a single system or bot to handle everything, CXA deploys a network of specialized AI agents—each with a clear role, shared context, and the ability to collaborate in real time. This makes it possible to automate complex, cross-functional processes that span the front and back offices with precision, speed, and adaptability. Talkdesk Knowledge Creator, a key component of the Talkdesk CXA platform, was specifically recognized for its ability to solve a long-standing problem in customer service—keeping knowledge base content accurate, updated, and easily accessible.
“We are honored to receive the ‘Autonomous AI Agent of the Year’ award from AI Breakthrough. This award shows that our vision for Customer Experience Automation is truly innovative,” said Tiago Paiva, chief executive officer and founder of Talkdesk. “We are not just adding bots; we are building an operating system for CX that helps businesses proactively solve customer issues before they become problems. Our AI Agents are designed to discover friction, build intelligent workflows, orchestrate the automation, and continuously measure and improve, making experiences better for everyone and changing what’s possible in customer experience.”
The AI Breakthrough Awards shine a spotlight on the boldest innovators and most impactful technologies leading the charge in AI across a comprehensive set of categories, including Generative AI, Computer Vision, AIOps, Agentic AI, Robotics, Natural Language Processing, industry-specific AI applications, and many more. This year’s program attracted more than 5,000 nominations from over 20 different countries throughout the world, underscoring the explosive growth and global importance of AI as a defining technology of the 21st century.
“Talkdesk delivers precision answers that improve customer engagements. Contact center agents face high call volumes, emotionally charged conversations, and must navigate disparate systems, all while trying to deliver fast, empathetic support. Traditionally, companies had to manually audit, write, and update articles for their agents to reference,” said Steve Johansson, managing director of AI Breakthrough. “By making the right knowledge easily accessible — whether through self-service or through human agents — Talkdesk AI Agents drive measurable improvements, helping reduce escalations, eliminate manual searches, and ensure fast, accurate answers. This more consistent service adds up to better outcomes for both businesses and their customers.”
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 healthcare, financial services, retail, 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.
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.
About AI Breakthrough
Part of Tech Breakthrough, a leading market intelligence and recognition platform for global technology innovation and leadership, the AI Breakthrough Awards program is devoted to honoring excellence in Artificial Intelligence technologies, services, companies, and products. The AI Breakthrough Awards provide public recognition for the achievements of AI companies and products in categories including Generative AI, Machine Learning, AI Platforms, Robotics, Business Intelligence, AI Hardware, Computer Vision, and more. For more information, visit AIBreakthroughAwards.com.
Tech Breakthrough LLC does not endorse any vendor, product, or service depicted in our recognition programs, and does not advise technology users to select only those vendors with award designations. Tech Breakthrough LLC recognition consists of the opinions of the Tech Breakthrough LLC organization and should not be construed as statements of fact.
Tech Breakthrough LLC disclaims all warranties, expressed or implied, with respect to this recognition program, including any warranties of merchantability or fitness for a particular purpose.
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Talkdesk Public Relations