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Talkdesk Adds New GenAI Capabilities to Talkdesk Retail Experience Cloud

By Tracey E. Schelmetic

While most of us run into complex problems in our customer relationships at least every once in a while, many of our inquiries are related to ordinary issues; deliveries, payments, address changes, return authorizations and similar low-level issues. Thanks to generative AI (GenAI), many of these queries can be resolved between a customer and a smart virtual assistant without requiring live help from a human agent. This way, agents can focus more of their time and efforts on more complex problems as well as revenue-generating activities.

This is why AI-driven customer experience solutions provider Talkdesk, Inc. recently announced new GenAI capabilities designed to drive deeper self-service and agent-supported workflows, helping retail brands deliver more seamless customer experiences. The enhancements are available on Talkdesk Retail Experience Cloud, an AI-powered, out-of-the-box, customer service platform purpose-built for brands in the retail, e-commerce, and consumer goods space.

Talkdesk Autopilot for Retail leverages GenAI to automate common customer inquiries related to orders, shipments and deliveries. With both deep and broad integration into retail systems, Talkdesk Autopilot allows retailers to provide hassle-free, round-the-clock, excellent self-service experiences to their customers.

The Talkdesk Retail Experience Cloud also provides agents with significant opportunities for cross-selling and upselling. The solution gives agents a live, real-time view of consumers’ shopping carts to provide tailored, timely and relevant service. As a result, agents can drive more value for their business through increased average order value, customer satisfaction and items per order.

“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,” said Ed Durbin, Vice President of Retail Strategy for Talkdesk, in a statement. “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.”

Edited by Alex Passett
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