Meet Deepdesk, a company providing agent-assist solutions for large contact center operations.
Specifically, its platform analyzes past customer conversations to generate knowledge and real-time recommendations for agents, helping them respond more effectively to customers across various channels, such as chat and email.
To do this, Deepdesk calls upon large language models (LLMs), providing a copilot-like experience that improves the efficiency and quality of customer service interactions.
Additionally, the voice feature exclusively uses a Gen AI model to offer suggestions.
This makes the more accessible as there is no requirement for a large amount of historical call records to get started.
Yet, Deepdesk doesn’t attach contact centers to a specific LLM. Instead, its clients can bring or select their own models to drive up accuracy and drive down costs.
That’s one differentiation from the many similar AI solutions flooding the market.
However, Deepdesk offers others, which have helped the provider reel in many big-name brands, like DHL, Vodafone, and Swisscom.
Differentiation in a Crowded Market: Deepdesk Has it Covered
Many agent-assist solution providers promise to do the same things. That’s why many service desks deploy whatever their primary contact center or CRM provider offers.
Yet, according to Robbert Dijkstra, Founder and CEO of Deepdesk, his company stands apart for three core reasons: advanced functionality, tech unification, and composability.
Consider that advanced functionality first. Alongside next best actions, proactive knowledge suggestions, and auto-summarizations, Deepdesk can offer some unique features.
For instance, it can recognize and autocomplete repetitive procedures and conversations on an agent’s behalf, saving them considerable time.
Moreover, Deepdesk can automatically capture important details from the call, which the live agent can refer back to at any given time.
“We’ve been working with larger organizations to create a product that works for all contact centers,” explained Dijkstra. “Where others offer a few capabilities, we can offer more functionality.”
Additionally, the CEO noted:
“We have a platform where you can unify CRM and contact center solutions.”
Take DHL, for instance. Deepdesk pulls relevant contact center data for each query into the CRM interface, minimizing toggling, lowering handling times, and enhancing the agent’s experience.
In this example, the provider’s composability also comes to the fore.