The Talkdesk CXA platform is an operating system for CX—built on multi-agent AI orchestration and fueled by the Talkdesk Data Cloud, unifying all customer data across channels and systems.
Talkdesk, Inc. has announced the launch of Customer Experience Automation (CXA), a new software category and platform purpose-built to automate the full complexity of modern customer journeys. Customer Experience Automation goes far beyond traditional CCaaS and CRM solutions.
This platform replaces fragmented, manually coordinated workflows with a unified system of intelligent, autonomous AI agents. These agents collaborate in real time to orchestrate and resolve complex challenges across the entire CX lifecycle.
“For years, businesses have faced a false choice: deliver personalised service or operate efficiently at scale,” said Tiago Paiva, Chief Executive Officer and Founder of Talkdesk.
“CXA ends that tradeoff. It’s not just automation—it’s coordinated, autonomous resolution of complex business problems with speed, scale, and impact, without sacrificing the personal touch customers expect.”
The Talkdesk CXA platform introduces a new operating system for CX—built on multi-agent AI orchestration and fueled by the Talkdesk Data Cloud, which unifies structured and unstructured data across every customer interaction, channel, and system of record.
By turning transcripts, call recordings, messages, and case notes (combined with customer data points from multiple CRMs and specialised systems) into actionable knowledge, the Data Cloud gives AI agents the context they need to solve real business problems intelligently, autonomously, and at scale.
With multi-agent orchestration, Talkdesk CXA moves beyond one-size-fits-all automation. Instead of relying on a single system or bot to handle everything, it deploys a network of specialised AI agents—each with a clear role, shared context, and the ability to collaborate in real time.
This makes it possible to automate complex, cross-functional processes that span the front and back offices with precision, speed, and adaptability.
“With the launch of CXA, Talkdesk is taking a fundamentally different approach,” said Zeus Kerravala, Founder of ZK Research.
“Rather than simply layering AI onto legacy infrastructure, they have created a platform focused on autonomous, multi-agent orchestration. This innovation allows enterprises to automate complex workflows with precision—an area where traditional solutions often fall short.”
Talkdesk CXA is also built for speed. With preconfigured use cases, low- and no-code tooling, and both industry-specialised and general-purpose AI agents, organisations can go live fast and start seeing value quickly.
Talkdesk CXA supports everything from cross-industry workflows to vertical-specific journeys in healthcare, financial services, retail, utilities, and government. Whether automating a single high-friction workflow or scaling across business units, it accelerates time to value.
As part of the Talkdesk CXA launch, Talkdesk also introduced a new AI agent for omnichannel campaigns. This agent automates high-volume outbound voice campaigns.
Businesses can easily scale appointment reminders, billing alerts, service updates, and other time-sensitive communications without taking up live agents’ time. It’s a powerful way to improve reach, reduce costs, and deliver timely engagement across outbound service and sales use cases.
“The CX bar is higher than ever, and getting it right is no longer a differentiator—it’s essential for survival,” stated Tiago Paiva, Chief Executive Officer and Founder of Talkdesk. “Talkdesk CXA represents a monumental leap forward. We’ve gone deeper into problem-solving for specific industries, uncovering unique use cases where traditional solutions failed.”
“Our new CXA platform is not about flimsy automations or bolted-together tools; it’s about intelligent, coordinated, autonomous, and outcome-focused resolution that transforms the entire customer lifecycle.”
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