Average handle time, which includes talk time, hold time, and after-call work, is a crucial metric for measuring the quality of customer service in contact centers. Talkdesk Copilot, fueled by generative AI, automatically summarizes customer conversations and selects dispositions, improving accuracy, reducing handle time, and helping agents get results faster. Talkdesk AI is helping enterprises worldwide lower AHT, including JK Moving Services, which saw a 30% reduction in AHT.
Founded in 2011, Talkdesk has an impressive history of introducing new technology innovation each year to its cloud contact center platform, with applications for customer self-service, omnichannel engagement, routing and orchestration, workforce engagement, employee collaboration, and customer experience analytics. Over the past year, new generative AI (GenAI)-powered applications have been added to support industry-specific customer self-service (Talkdesk Autopilot™ solutions for banking, retail, 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).
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Tiago Paiva, chief executive officer and founder of Talkdesk, said: “When a customer engages with an agent, the interaction should be authentic and easy on both sides. Customer experience isn’t one-size-fits-all, so we must deliver AI innovation that adapts to how customers want to engage with agents while helping agents provide a more efficient yet personalized service. From day one, Talkdesk AI Rewriter and Talkdesk AI Translator can help enterprises create better, more meaningful connections with their customers, eliminate inefficiencies in agent workflows, and position the contact center as a profit center through growth opportunities.”
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.
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