Deepdesk have introduced an AI approach that travels across systems to retrieve data.
This approach enables enterprises to access information instantly across various environments, providing their agents with automated, complex responses.
Deepdesk was previously recognized for its approach at the Microsoft Hackathon Awards in September, winning the highest score among CX vendors in the category ‘Ready to Scale’, strengthening its relationship with Microsoft.
The Platform-Agnostic AI Approach
Platform-agnostic AI is an approach that enables AI to operate independently from a platform without the need to rebuild or redesign itself.
And whilst traditional AI models are typically linked to a single system, Platform-agnostic AI can run seamlessly across different CX platforms whilst maintaining consistency and independence from a single vendor.
This means that enterprises can function flexibly across multiple environments, such as Microsoft or Salesforce systems.
In 2024, Deepdesk was acquired by CX provider AnywhereNow to advance its product suite with Deepdesk’s AI assistant tool.
In conversation with CX Today, Jonathan Quayle, Product Evangelist at AnywhereNow, explained how this approach can operate smoothly across different environments.
He said, “Platform-agnostic AI means organizations don’t need to rebuild or replace their existing CX infrastructure to benefit from intelligent automation.
“Instead, it integrates with the existing CX stack – whether that’s Genesys, Salesforce, or a proprietary system – with the AI capabilities, such as Microsoft Copilot, layered on top of it.”
The Benefits
This AI layer approach aligns with hybrid AI models, enabling humans and agents to coexist within the same system without replacing one another.
It enables the AI to support repetitive tasks such as research, response suggestions, summarizing, and automating workflows, while humans remain in the driver’s seat for customer interactions.
Qualye continues: “Achieving this involves decoupling the AI logic from the underlying architecture, which allows us to orchestrate agent assistance, knowledge retrieval, and automation across environments.
“This approach allows for consistent performance and context retention, regardless of the platform. It also means organizations retain control over their tech stack, avoiding lock-in and enabling flexibility as their needs evolve.”
Furthermore, this approach can maintain independence whilst also retaining knowledge and context it received from travelling across platforms, allowing for seamless assistance and optimal agent usage.
With reduced deployment complexity and expanding human capability, this also helps accelerate integration and ROI even when changes are made to any of the adopted systems.