The newly enhanced Talkdesk’s Copilot can understand multi-layered questions, synthesise information across systems, and deliver context-aware recommendations and actions.
Talkdesk has announced an enhancement to Talkdesk Copilot, introducing new agentic artificial intelligence (AI) capabilities that allow customer service agents to request real-time assistance in highly complex situations.
Unlike traditional AI assistants that provide limited, scripted guidance or limited article responses, the newly enhanced Copilot can understand multi-layered questions, synthesise information across systems, and deliver context-aware recommendations and actions.
This will help agents resolve issues that previously required escalation to a subject matter expert or manual research.
Built on the Talkdesk Customer Experience Automation (CXA) platform, Copilot now uses agentic reasoning to interpret the context of the conversation to analyse multiple knowledge sources and generate accurate, actionable answers, all within seconds.
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Agents remain in complete control, invoking Copilot when they need deeper insight or faster resolution, while ensuring every AI interaction is transparent, traceable, and governed by enterprise-grade security standards.
For example, a healthcare provider representative can ask, “This patient needs their first diabetic eye exam and wants to know what to expect and what to bring. Walk me through the preparation and scheduling process.”
Copilot reads the context of the current conversations, generates a tailored answer based on analysis of the patient and the health system’s knowledge base and existing integrated services, guides the agent through the scheduling steps while handling the patient’s questions and concerns, and texts the patient the necessary information.
“With Talkdesk CXA, we’re creating a new era of intelligent automation in which AI and people work together seamlessly to elevate every customer interaction,” said Tiago Paiva, Chief Executive Officer and Founder of Talkdesk.
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“The new Copilot capabilities show how automation can empower agents to focus on what matters most: delivering meaningful outcomes for customers.”
Listening to every interaction in real time, Talkdesk Copilot interprets customer intent and context instantly, then draws on connected customer relationship management (CRM) systems, knowledge bases, and enterprise systems to surface the right answers or actions.
Copilot delivers accurate guidance and automates next steps — whether resolving a claim, tracking a shipment, or processing a return — through simple, natural language prompts.
Agents can ask in plain language to access information, trigger actions, or complete workflows across systems, all without toggling screens or leaving their workspace.
Copilot continues to work even after the customer conversation ends. It automatically summarises interactions, captures key details, outlines next steps, and updates records, streamlining post-call work and providing an additional layer of operational efficiency to modern contact centres.
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