Talkdesk® helps organizations operate a human-AI hybrid workforce to manage customer interactions and automate how customer needs are resolved across service, sales, and support. Talkdesk Customer Experience Automation (CXA) uses agentic AI and multi-agent orchestration to coordinate AI agents, human employees, and enterprise systems as work moves from customer request to resolution. CXA can determine whether work should be completed by AI, a human, or a coordinated combination of both, while agentic AI agents can reason, take action, and complete work across front- and back-office systems.
CXA also analyzes prior interactions to identify automation opportunities, enables organizations to build agentic AI agents using natural language, tests them before customer deployment, and continuously monitors and optimizes performance.
Both Talkdesk CCaaS and CXA support omnichannel customer engagement across voice and digital channels. Talkdesk CCaaS provides omnichannel routing, workforce engagement, agent guidance, collaboration, and analytics for the human workforce. CXA enables customers to engage with AI agents across channels and orchestrates work across the human-AI workforce, preserving context and governance as journeys move toward resolution.
Industry-specific AI, workflows, and integrations adapt these capabilities to the distinct requirements of more than 12 industries such as financial services, healthcare, retail, travel, utilities, and the public sector. Organizations can use Talkdesk as a unified platform or deploy CXA with an existing contact center, modernizing without replacing what already works.
