Talkdesk has announced a range of generative AI (GenAI) improvements aimed at supporting its retail users.
Revealed at the CommerceNext event in New York, the key aspects of the new features are enhanced self-service capabilities and access to more sophisticated insights.
The enhancements will be available on the Talkdesk Retail Experience Cloud – an out-of-the-box customer service platform designed specifically for retail, e-commerce, and consumer goods brands – with the company promising to help brands deliver “seamless customer experiences.”
The self-service improvements will also benefit from Talkdesk Autopilot for Retail, which will be deployed to provide preconfigured GenAI-powered use cases – empowering retailers by automatically solving typical but intricate customer service issues through self-service solutions.
Ed Durbin, Vice President of Retail Strategy at Talkdesk, explained how the GenAI enhancements will also help to deliver superior business results:
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.”
With Durbin promising a number of significant CX improvements, let’s take a closer look at these new GenAI-powered features.
GenAI to the Rescue
By leveraging GenAI, Talkdesk’s Retail Experience Cloud will allow agents to monitor shoppers' carts in real-time and offer personalized assistance.
In doing so, the company believes that the solution will enhance business value by boosting average order value, customer satisfaction, and items per order.
In addition, consumers will gain a greater level of control over large orders, with the capacity to modify individual items without canceling the entire order.
The tool also has the ability to link with location directories, allowing users to provide customers with personalized recommendations based on their physical location.
Regarding Talkdesk Autopilot for Retail, its GenAI revamp will enable it to automate typical customer queries concerning orders, shipments, and deliveries.
