Talkdesk CX Cloud Tour

Talkdesk provides automation first customer experience solutions that optimize your most critical customer service processes. We enable companies to deliver a holistic customer experience journey that is unified and seamless. To see how it works, let's follow the journey of a consumer named Alex. Alex is an avid e-biker who loves his E-22 electric bike. Alex's smart bike has recently detected what may be battery trouble. The E-22 has proactively sent an alert to the e-bike service center, which is using Talkdesk CX Cloud. Upon receiving the alert from the e-bike, CX Cloud automatically triggers an SMS to Alex's cell phone number on file. The SMS message contains a summary of information received from the e-bike, along with links to battery related troubleshooting articles matched from the service center's self-service portal powered by CX Cloud. After reviewing the articles, Alex still has questions and selects the "Work with a Specialist" button. Alex's request is automatically placed in a queue for live assistance, and a specialist immediately assigns themself the interaction from within Talkdesk Workspace. Talkdesk Workspace unifies all the tools and data the specialist needs on a single pane of glass, including the entire context of Alex's issue. As the session progresses, the specialist offers Alex the option of elevating their conversation from SMS to Voice. Alex agrees, and with a single click by the specialist from within Workspace, a call is placed to Alex’s phone. What we're witnessing is a perfect example of how Talkdesk CX Cloud can convert interactions between channels, all the while preserving full customer data context and improving the customer experience. Once connected, the specialist is able to help troubleshoot Alex's battery issue even further with the help of both Agent Assist and Knowledge Management, all without ever having to leave Workspace. Agent Assist is a personalized AI powered assistant that listens, learns and assists in every conversation, providing the specialist with next best actions to assist the customer. Agent Assist is conveniently placed within the Workspace, such that the specialist can see the transcription of the entire conversation in real time, along with any recommendations. Here based upon Alex's comments regarding error codes, Agent Assist is recommending that the specialist walk Alex through some specific battery related diagnostic procedures stored within the service center's Knowledge Management system, powered by CX Cloud. Talkdesk Knowledge Management contains both articles and procedures that arm customer service staff with all of the information they need to elevate the customer experience and provide real solutions. Based upon the error code that Alex's bike is displaying, the specialist is able to help quickly identify the key troubleshooting steps required for Alex's error type. The specialist walks Alex through the troubleshooting procedure step by step until the problem is identified and solved. At the end of what has amounted to a great customer experience, Alex shares with the specialist that at a future date, he would like to have additional routine maintenance performed on the bike. Once again, Agent Assist lends a hand. This time suggesting that the specialist extend a 20% off coupon to Alex to be applied to any future maintenance. And still leveraging Workspace, the specialist sends the coupon via SMS to Alex. A week later, Alex is ready to use his coupon for a bike service tune-up, and visits the bike center's website to schedule his appointment. At the website, Alex clicks on the support button and begins a session with a Talkdesk digital Virtual Agent. The Virtual Agent has full context of all of Alex's previous interactions, including both SMS and voice sessions with the specialist. The battery issue itself and, of course, the coupon that was extended to Alex a week prior. The AI based digital Virtual Agent quickly helps Alex apply his coupon and schedule his service appointment. Once again, leaving Alex extremely satisfied with his overall experience. So far in our tour, we've witnessed key Talkdesk CX Cloud AI based products in action, including Knowledge Management, Agent Assist and Virtual Agent. For AI to truly enhance customer experiences, it requires ongoing training. That's where Talkdesk AI Trainer comes in. AI Trainer allows non-technical customer service staff to apply their expertise to continuously improve AI models. AI Trainer also enables businesses to reduce their dependency on specialized data scientists to program their machine learning models. To see this in action, let's go back in time to when Alex visited the bike store's website to schedule his first appointment. We saw Alex typed the phrase I have a maintenance coupon. Previous to Alex, other customers had also used the same phrase when intending to schedule maintenance. But instead of leveraging speech scientists to adjust the AI model, the contact center used AI Trainer. Performed through an intuitive UI, the agents were easily able to train the AI model, making a few basic selections and fine-tuned the accuracy. Based upon the agent selections, supervisors also used AI Trainer to perform a simple quality check and subsequently launched the changes immediately into production. During Alex's interactions and across the e-bike support center, managers and supervisors can easily monitor and report in real time across all interaction types. Here we see Talkdesk Live providing Alex's supervisor with a real time visualization into KPI's, as well as the performance of each individual agent. Dashboards are fully customizable, including configurable preferences and filters for each widget. In addition to Talkdesk Live, Alex's supervisor also leverages Talkdesk Explore to help optimize any and all customer journeys. Talkdesk Explore is a powerful business intelligence tool for contact center, performance analytics and insights. For example, here we can see how easily Alex's supervisor leverages Explore's built-in AI powered topic analysis and IVR optimization recommendations. Once finalized, any report can be built, scheduled and delivered on a tailored schedule. In addition to Live and Explore, supervisors can also leverage Talkdesk Workforce Engagement Management. Let's say that a supervisor needs to review an evaluation of a past interaction with Alex that's been automatically scored with AI from QM Assist. With Talkdesk QM Assist, you can fully automate the QM process and score 100% of interactions using AI. Supervisors are presented with the ability for keyword searches, sentiment, full transcription and screen recording. Talkdesk Workforce Management combines powerful AI and automation with a remarkably intuitive user experience to help supervisors optimize staffing and scheduling decisions. Forecasts are generated automatically, along with easy to understand staffing projections, with adherence integrated into the same view. Agent schedules are also generated automatically and released to agents and can be accessed from anywhere via a dedicated native mobile application. Talkdesk CX Cloud offers a better way for organizations to intelligently unlock the promise and potential of great customer experiences with AI and automation to enable smarter and faster customer service that delights customers like Alex.