Overview

Talkdesk Autopilot is a cutting-edge solution designed to revolutionize the self-service experience in contact centers. By leveraging advanced AI technology, it enables businesses to handle both routine inquiries and complex issues efficiently. This product is particularly beneficial for organizations looking to enhance customer engagement while reducing operational costs. Talkdesk Autopilot integrates seamlessly into existing workflows, allowing businesses to automate customer interactions through voice and chat. Its intuitive design empowers non-technical users to create and manage automated processes without the need for extensive coding or scripting knowledge.

Features

• Agentic AI: Enables autonomous workflows, allowing the virtual agent to execute complex tasks independently across the platform.
• Automation Builder: A user-friendly interface for building and managing automations without technical expertise.
• Live Agent Escalation: Identifies complex issues and smoothly transitions interactions to human agents when necessary.
• Dashboard: Provides insights into usage patterns, channel distribution, customer intents, and escalation rates.
• Studio Integration: Works with Talkdesk Studio to route callers effectively from IVR to Autopilot.
• Session Monitoring: Offers live and archived details, including transcriptions and sentiment analysis for quality measurement.
• Default Conversation Settings: Allows customization of welcome and fallback messages to enhance customer experience.

Benefits

• Increased Efficiency: Automates common customer queries like orders and billing, freeing up agents for more complex tasks.
• Improved Customer Satisfaction: Provides 24/7 support with intelligent virtual agents that can handle inquiries at any time.
• Cost Control: Reduces cost per interaction by digitally deflecting calls to virtual agents when appropriate.
• Enhanced First Contact Resolution (FCR): Uses machine learning for better intent detection, leading to higher resolution rates on first contact.
• No-Code AI Training: Empowers operational staff to train the virtual agent without needing technical expertise, ensuring continuous improvement of the service.