The future of customer support: Empowering agents with Talkdesk Embedded

Customer support agents are up against a tough task as they’re juggling multiple systems, clicking through endless tabs, and trying to make sense of massive amounts of information—all while delivering great service in real time. It’s no wonder that 76% of agents say they’re overwhelmed by the very tools meant to help them. For CX leaders, this is also a challenge. Business efficiency and customer experience are crucial priorities, but improving one often feels like it comes at the expense of the other. The key to tackling this challenge is to simplify how agents use contact center systems and tools.

Talkdesk Embedded is a groundbreaking Talkdesk capability that integrates powerful Talkdesk solutions directly into the platforms agents already use—whether it’s a CRM, a help desk, or other essential software. Traditional integrations typically connect separate systems or tools with limited functionality but Talkdesk Embedded, rather than simply linking platforms together, seamlessly adds to the core of existing workflows, AI features, and other Talkdesk apps within the CRM or help desk interface. Instead of making systems “talk” to each other, it natively integrates Talkdesk capabilities directly into the agent’s workspace, allowing them to access all the necessary tools and information in one place, without ever leaving the platform they’re familiar with.

AI-driven technology, like Talkdesk Copilot™,  takes this even further by using generative AI to deliver real-time, relevant information during interactions. When companies embed AI tools like this into their agents’ workflows, the impact is clear. Teams using generative AI are 35% less likely to feel overwhelmed because the AI filters out the noise and highlights what’s important, exactly when it’s needed.