Talkdesk boosts artificial intelligence portfolio with capabilities that deliver hyper-personalized, modern customer experience
2024年9月17日 - 10:28PM
ビジネスワイヤ(英語)
Talkdesk AI Rewriter and Talkdesk AI Translator
help enterprises increase loyalty and revenue opportunities through
more autonomous, personal, and proactive customer engagement
- Talkdesk AI Rewriter allows agents to instantly rewrite text in
a professional, friendly, or empathetic tone to match a customer’s
sentiment or mood.
- Talkdesk AI Translator automates text translation so agents can
engage with customers in any language for more natural,
personalized service.
- The Talkdesk artificial intelligence (AI) portfolio helps
enterprises fuel expansion, elevate customer experiences, empower
agents, and streamline operations.
Talkdesk®, Inc., a global provider of artificial
intelligence (AI)-powered customer experience (CX) technology that
serves enterprises of all sizes, further delivers on its commitment
to rid the world of bad CX with the launch of Talkdesk AI Rewriter
and Talkdesk AI Translator. These enhancements to the Talkdesk AI
portfolio allow enterprises to meet consumers’ growing demand for
hyper-personalized, modern customer experience.
Talkdesk AI Rewriter is an AI-powered tool that allows agents to
instantly rewrite text—with just one click—in a professional,
friendly, or empathetic tone to match a customer’s sentiment or
mood. Hyper-personalizing and improving the quality of written
communications ultimately helps increase customer satisfaction and
reduce average handle time (AHT)—the average time it takes an agent
to assist a contact—because agent-customer engagement is more
effective and efficient.
Talkdesk AI Rewriter also helps contact center supervisors
ensure all agents adhere to business rules when communicating with
customers—an essential capability when an agent is new or tends to
write in a manner inconsistent with guidelines.
Talkdesk AI Translator is an AI-powered feature that automates
translation for digital interactions, such as email, chats, or
short message service (SMS), making it easy for customers to
communicate with agents in their preferred language. For example, a
customer sends a flight change request written in French to an
agent who only reads and writes English. Talkdesk AI Translator
allows the agent to respond to and assist the customer in English,
but the customer receives the communication in French. The original
and translated text is displayed in real time within the same agent
workspace, improving the efficiency and accuracy of agent
interactions.
For companies seeking to expand into new markets, the
multilingual capabilities of Talkdesk AI Translator allow natural
and easy engagement with customers in a local language without
requiring agents to read and write the same language. In addition,
companies that conduct business in countries with high labor costs
can improve profitability by resourcing agents from more
cost-effective locales.
Talkdesk AI Rewriter and Talkdesk AI Translator are offered as
part of Talkdesk Copilot™, an AI-powered assistant that detects,
guides, and assists agents during customer interactions to resolve
customer inquiries faster. Copilot is available to enterprises on
the Talkdesk CX Cloud™ contact center platform and Talkdesk
Industry Experience Clouds™. Additionally, enterprises with
on-premises contact centers can access Copilot and other Talkdesk
AI-powered CX applications through Talkdesk Ascend Connect.
Average handle time, which includes talk time, hold time, and
after-call work, is a crucial metric for measuring the quality of
customer service in contact centers. Talkdesk Copilot, fueled by
generative AI (Gen AI), automatically summarizes customer
conversations and selects dispositions, improving accuracy,
reducing handle time, and helping agents get results faster.
Talkdesk AI is helping enterprises worldwide lower AHT, including
JK Moving Services, which saw a 30% reduction in AHT.
Founded in 2011, Talkdesk has an impressive history of
introducing new technology innovation each year to its cloud
contact center platform, with applications for customer
self-service, omnichannel engagement, routing and orchestration,
workforce engagement, employee collaboration, and customer
experience analytics. Over the past year, new GenAI-powered
applications have been added to support industry-specific customer
self-service (Talkdesk Autopilot™ solutions for banking, retail,
and healthcare), seamless voice and digital routing (Talkdesk
Navigator™), and the surfacing of customer insights within contact
center data (Talkdesk Interaction Analytics™ and Talkdesk mood
insights). Increase customer self-service with Talkdesk
Autopilot.
Supporting Quote
Tiago Paiva, chief executive officer and founder of Talkdesk,
said: “When a customer engages with an agent, the interaction
should be authentic and easy on both sides. Customer experience
isn’t one-size-fits-all, so we must deliver AI innovation that
adapts to how customers want to engage with agents while helping
agents provide a more efficient yet personalized service. From day
one, Talkdesk AI Rewriter and Talkdesk AI Translator can help
enterprises create better, more meaningful connections with their
customers, eliminate inefficiencies in agent workflows, and
position the contact center as a profit center through growth
opportunities.”
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer
experience. With our cloud-native, generative AI-powered CX
platform, purpose-built industry solutions, and extensible AI
offerings, we empower enterprises in the cloud and on-premises to
deliver exceptional customer experiences that make them more
competitive, grow revenue, reduce costs, and provide operational
efficiencies. With specialized workflows and integrations delivered
out of the box for our Industry Experience Clouds, Talkdesk
accelerates value for our customers faster and more simply than
legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous
innovation and breakthrough results. Our commitment to reliability
and security, paired with our track record of delivering on
promises, sets us apart in the industry. Elevate customer
experiences, streamline operations, and increase revenue with
Talkdesk. Companies that love their customers use Talkdesk.
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.
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