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.
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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).
SOURCE: Talkdesk