Talkdesk enhances generative artificial intelligence customer experience in retail with deeper self-service use cases, new real-time insights for agents

Retailers can easily use generative artificial intelligence to improve the self-service experience and empower agents to drive more business value from customer interactions

• New preconfigured generative artificial intelligence (GenAI)-powered workflows within Talkdesk Autopilot for Retail help brands fully resolve a broader range of complex inquiries using automated customer self-service.

• Retail customer service agents gain live, real-time visibility into customers’ carts to deliver personalized customer experiences and increase revenue opportunities.

• By preconfiguring the most common retail use cases, Talkdesk is helping retail customers accelerate return on investment (ROI) and instantly realize value from the Talkdesk Retail Experience Cloud.

Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced new generative artificial intelligence (GenAI) capabilities that power deeper self-service and agent-supported workflows, helping retail brands deliver seamless customer experiences. These enhancements are available on Talkdesk Retail Experience Cloud™, an AI-powered, out-of-the-box, customer service platform purpose-built for brands in the retail, e-commerce, and consumer goods space.

Announced this week at CommerceNext, new preconfigured GenAI-powered use cases available on Talkdesk Autopilot for Retail enable retailers to gain instant value by autonomously resolving common yet complex customer service scenarios through self-service. Consumers now have greater control over managing and changing individual items in a large order, without canceling the full order. Via connection with location directories, customers receive personalized, contextual recommendations based on the best physical location for their needs.

Talkdesk has made personalized and convenient customer service more effortless than ever for retail brands. The Talkdesk Retail Experience Cloud now gives agents a live, real-time view of consumers’ shopping carts to provide tailored, timely, and relevant service. As a result, agents can drive more value for their business through increased average order value, customer satisfaction, and items per order.

Talkdesk Autopilot for Retail leverages GenAI to automate common customer inquiries related to orders, shipments, and deliveries. With deep and broad integration into retail systems, Talkdesk Autopilot allows retailers to provide hassle-free, round-the-clock, excellent self-service experiences to their customers.

Talkdesk is delivering AI-powered customer experience innovations that help enterprises across retail and other industries set themselves apart in the market. Talkdesk Retail Experience Cloud gives brands such as Serta Simmons, alarm.com, King Arthur Flour Company, Inc., and Tactacam a better way to connect with, care for, and know their customers—wherever, whenever.

Talkdesk has been serving up practical AI in the contact center since 2018. Recently, the company announced several groundbreaking and industry-first GenAI innovations in CX, including Talkdesk Navigator, mood insights, Talkdesk Ascend Connect, Talkdesk Autopilot for Banking, Talkdesk Autopilot for Retail, and Talkdesk Autopilot for Healthcare.

Supporting Quote

Ed Durbin, vice president of Retail Strategy at Talkdesk, said: “Consumers’ customer service expectations are on the rise, especially in retail, so it’s critical for brands to deliver an AI-powered journey that ensures an excellent experience while driving retailers’ business outcomes. We are focused on giving retailers innovative AI capabilities that allow them to stay ahead of their own customers' needs and drive brand loyalty and customer lifetime value, right out of the box, from day one.”

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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240611524196/en/