Talkdesk has launched an After Hours solution, which aims to extend service and sales operations beyond traditional business hours.
Essentially, the solution is a conversational AI offering, offering "human-like" autonomous assistance when no actual humans are around.
To offer such assistance, the solution will leverage generative AI to scour knowledge content and data stores.
Yet, businesses may also configure rule-based flows to automate queries around "orders, returns, and billing".
For complex queries, where the After Hours solution doesn't have sufficient knowledge, it captures key details and enables customers to schedule callbacks.
Celebrating the product launch, Tiago Paiva, CEO & Founder of Talkdesk, said:
Talkdesk After Hours gives companies a new service model to deliver high-quality, hyper-personalized experiences whenever customers need it most—not confined to specific operating hours.
"The result? Increased customer satisfaction, more revenue opportunities, and happier agents," he concluded.
To enable that satisfaction uptick, Talkdesk claims it's closing the gap between customer expectations and reality.
Indeed, according to self-led research, 52 percent of customers anticipate instant service, and 73 percent of businesses operate on restricted schedules.
That said, these expectations vary across verticals. In industries like healthcare, financial services, and retail, timely responses are critical.
As such, these sectors are likely those that would benefit most from the After Hours solution.
One healthcare company and early adopter of the offering is Evara Health. Since deployment, it has achieved a 45 percent self-service rate.
"Today, 45 percent of our calls are handled by virtual agents, improving efficiency while enhancing patient access and convenience," said Howard Rubin, Chief Information Officer at Evara Health.
