Talkdesk

Talkdesk sells cloud contact centre software. It has moved from contact centre as a service towards what it calls customer experience automation, where AI agents carry out customer service tasks.

Humans handle judgement and empathy, while AI agents execute defined jobs from start to finish.

What Talkdesk offers

• Contact centre platform — cloud software for handling customer calls and conversations.
• AI agents — specialised agents that can be composed, deployed and coordinated across the customer journey.
• Industry-specific agents — pre-trained for particular sectors and regulatory settings.
• Quality controls — checks on behaviour and outcomes in real time.
• Copilot — an assistant for human agents.

Who it works with

Use cases on its site include appointments, order tracking, travel notifications and card authorisation, so it serves sectors such as banking, retail and travel.

Key facts

• Product type: contact centre as a service and AI automation