PALO ALTO, Calif.--(BUSINESS WIRE)--Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced Talkdesk AI Agents for Retail, introducing agentic AI capabilities that bring autonomous, intelligent automation to retail customer service operations.
AI Agents are the cornerstone of next-generation intelligent customer experience. These intelligent agents handle tasks by perceiving their environment, making decisions, and taking action to achieve specific goals, either autonomously or semi-autonomously. In October 2024, Talkdesk announced the integration of agentic AI across its entire AI platform.
Talkdesk AI Agents for Retail are intelligent, conversational agents that autonomously handle complex retail-specific processes and take action to achieve commerce goals without direct human intervention. Operating 24/7, these AI agents enable retailers to create hyper-personalized, self-service customer experiences by dynamically adapting responses based on real-time interaction analysis and contextual awareness that surpasses human capabilities.
Other key capabilities of Talkdesk AI Agents for Retail include:
- Simplified, easy design process, using natural language and leveraging large language models (LLMs) and generative AI (GenAI) modeling to boost the accuracy of AI Agents;
- Natural language processing for handling multiple topics in one conversation in a fluid way;
- Seamless integration with existing commerce platforms and APIs;
- Ability to be assigned to multiple digital tasks, from customer identification and authentication to real-time order status, tracking and updates, intelligent shipping address modifications, and connecting customers with in-store specialists based on business rules that positively impact key metrics like average handle time (AHT), first call resolution (FCR), and service level.
Talkdesk is also leveraging agentic AI to provide consumers with richer, more personalized and contextual information—going beyond traditional intent-based responses—about store locations, services, and expertise. With 24/7 service directory support available through AI and human agents, retailers can guide customers to the most relevant offline channel based on their location, needs, or available specialists.
Talkdesk Service Directories capabilities include:
- Geolocation capabilities for precise store and service recommendations;
- Visual map interface for intuitive location selection;
- Comprehensive service and specialist directories;
- Pre-built templates for AI-powered location search.
Today’s announcement is the latest in Talkdesk’s rapid innovation to modernize customer experience by enhancing its AI-powered platform—Talkdesk Ascend AI™—and deepening offerings for key industries. Over the past year, new GenAI-powered applications have also been added to support industry-specific customer self-service (Talkdesk Autopilot™ solutions for retail, banking, and healthcare), seamless voice and digital routing (Talkdesk Navigator™), and the surfacing of customer insights within contact center data (Talkdesk Interaction Analytics™ and Talkdesk mood insights).
Talkdesk will showcase Talkdesk AI Agents for Retail at booth #6540 at National Retail Federation (NRF)’25: Retail’s Big Show at the Javits Convention Center in New York City, January 12-14, 2025. Talkdesk was named a finalist in the Best Unified Customer Experience and Best Marketing Automation categories at this year’s annual Vendors In Partnership (VIP) Awards. Co-hosted by NRF, the awards recognize and celebrate solution providers whose partnership drives innovation for the retail industry. The winners will be announced on January 10, 2025, at The NYC VIP Awards Event at Gotham Hall in New York City.
Talkdesk AI Agents for Retail and Talkdesk Service Directories are available now as part of the Talkdesk Retail Experience Cloud. For more information, visit www.talkdesk.com/retail.
Supporting Quote
Ed Durbin, vice president and general manager of industry strategies for retail and consumer goods at Talkdesk, said: “Today’s retailers are experiencing significant change, driven by shifting consumer behavior, global uncertainty, and technological evolution. Increasingly, retailers are looking to do more with their existing resources, and these innovations directly address that need. Talkdesk AI Agents for Retail represents a significant advancement in how retailers can effortlessly deliver intelligent, seamless, and hyper-personalized customer experiences. We continue to expand our portfolio of GenAI innovation and build on the success of our industry motion to meet the specific CX needs of our key industries.”
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
