Automations powered by generative artificial intelligence dramatically improve the customer experience of everyday banking and retail interactions while reducing the burden on strapped customer service teams

Talkdesk®, Inc., a global AI-powered contact center leader for enterprises of all sizes, is making it easier and faster for companies to take advantage of generative artificial intelligence (GenAI) to unlock powerful new efficiencies in the contact center that can drive increased revenue opportunities and improve agent productivity. The company today introduced Talkdesk Autopilot, the next generation of its iconic virtual agent.

Talkdesk Autopilot builds upon and expands the AI-powered customer assistant capabilities of Talkdesk Virtual Agent. With the addition of new GenAI features, and prebuilt flows and conversations tailored specifically for retail and financial services markets, Talkdesk Autopilot can autonomously resolve complex use cases, understand a customer's journey, and intelligently make timely decisions based on knowledge of that journey.

Included in Talkdesk Autopilot is the ability to use GenAI to autonomously generate highly contextual and natural conversational responses to customer inquiries from frequently asked questions (FAQs) uploaded to Talkdesk Knowledge Management. Talkdesk Autopilot can intelligently search, review, and extract the correct information and respond in a natural and conversational manner.

Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail are the first releases of industry-specific, GenAI-driven virtual agents to help financial services organizations and retailers enable more self-service options, increase first-contact resolution, and provide a more positive overall experience.

Building effective AI conversations can be a time-consuming and resource-intensive process that requires multiple iterations to resolve slight variations in customer interactions. Talkdesk leans on its extensive experience with banks, credit unions, and retailers to train its AI models based on real-life scenarios that account for almost all foreseeable questions and escalations. Additionally, Talkdesk Autopilot is pre-integrated with core banking processors and e-commerce systems, making it possible to fully automate a broad set of use cases.

Many available virtual agents today simply deflect calls to live agents, a mailbox, or follow a decision-tree structure, which has to be defined for every scenario. However, Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail use GenAI to engage with customers and actually resolve their issues without the need for human intervention. Out of the box, the AI models powering these virtual agents have been trained and pre-integrated to resolve common customer or member inquiries, immediately improving the customer experience (CX) and accelerating return on investment (ROI).

Talkdesk Autopilot for Banking leverages GenAI to automate common banking scenarios such as checking account balances, reviewing transaction history, transferring funds, getting loan information, and managing cards. Talkdesk Autopilot’s deep and broad integration with financial services systems gives banks and credit unions the ability to automate complex transactional workflows, giving customers and members unprecedented control over their account transactions, while safeguarding against unauthorized use. For example, with Stop Payment automation, bank customers and credit union members can halt check payments or ACH transactions effortlessly via self-service.

Talkdesk Autopilot for Retail leverages GenAI to automate common customer inquiries related to orders, deliveries, and shipments. With deep and broad integration into retail systems, Talkdesk Autopilot allows retailers to provide hassle-free, round-the-clock, excellent self-service experience to their customers. It helps retailers autonomously resolve customer questions about Order Status, often the most common inquiry in retail contact centers. Additional key use cases such as Cancel an Item in My Order, Schedule/Reschedule a Delivery or Technician Appointment, and Change Shipping or Pickup Address can now be resolved through self-service without the need to train the models and build flows.

Available across digital and voice channels in the Talkdesk Financial Services Experience Cloud™ and Talkdesk Retail Experience Cloud™, Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail enable personalized, secure, and seamless service that customers expect while creating efficiency throughout the contact center.

Supporting Quotes

Tiago Paiva, founder and chief executive officer at Talkdesk, said: “Talkdesk continues to be at the forefront of the customer experience industry, leveraging the power of GenAI and large language models to solve and automate key use cases in banking and retail contact centers. Virtual agents are often used as a call deflection strategy, but Talkdesk Autopilot for Banking and Talkdesk Autopilot for Retail demonstrate that GenAI-powered virtual agents with dynamic capabilities can drive significant value for our customers in these industries.”