Talkdesk has released a flurry of generative AI (GenAI) innovations to assist contact center agents and simplify self-service design.
The new agent-focused features build on Talkdesk’s Automatic Summary solution.
As the name suggests, that solution summarizes customer contacts for agents in a standard format – streamlining their post-call-processing tasks.
Now, the CCaaS vendor has paired this with a Generative Knowledge Retrieval tool that parses contact center knowledge sources to surface helpful, relevant information.
The agent may then use that to inform a real-time response instead of trawling through support content, saving precious time.
Talkdesk has also released its out-of-the-box Automatic Topic Discovery tool. With this, contact centers can capture customer intent and sentiment from "every customer conversation".
By automatically gauging intent, agents do not have to add a disposition code to each contact, which again accelerates their after call work.
When these three tools work in tandem, contact centers can reduce average handling time (AHT) by 15 percent – according to Talkdesk.
Yet, the Automatic Topic Discovery solution has many more use cases.
For instance, contact centers can use the intent data to inform the creation of agent support content, spot self-service opportunities, and quickly get to the bottom of sudden peaks in contact volumes.
Meanwhile, sentiment data allows the business to measure CSAT more accurately, spot causes of dissatisfaction, and build a more sophisticated sales and retention strategy.
JK Moving, a North American moving company and early adopter, has already realized the latter.
Sharing its story, Ken Cohen, SVP of Sales, Executive Business Development, and Revenue Growth at JK Moving, stated:
With the introduction of GenAI, we've taken our quality of service and operational efficiency a massive step further: our handle times have significantly decreased, and repeat business for our inside sales team has increased by 55 percent.
Yet, these aren’t the only new generative AI innovations. Indeed, Talkdesk has also released a Process-Based Virtual Agent.
Contact centers can plug this into various knowledge sources, and it will answer customer queries without any prior training.
As such, the solution "eliminates the need for conversation design" while it also cites the source of its response if the customer wishes to dive deeper.
With this capability, the contact center can automate more customer queries, which – together with lower handling times - represents a potentially significant cost saving.