Talkdesk’s genAI features aim to deliver “deeper” self-service use cases and enhanced real-time insights.
Talkdesk has announced a range of genAI improvements aimed at supporting its retail users. The key aspects of the new features are enhanced self-service capabilities and access to more sophisticated insights.
The enhancements will be available on the Talkdesk Retail Experience Cloud – an out-of-the-box customer service platform designed specifically for retail, ecommerce, and consumer goods brands – with the company promising to help brands deliver “seamless customer experiences.”
The self-service improvements will also benefit from Talkdesk Autopilot for Retail, which will be deployed to provide preconfigured genAI-powered use cases – empowering retailers by automatically solving typical but intricate customer service issues through self-service solutions.
Also Read: Talkdesk Debuts Talkdesk Autopilot for Healthcare
By leveraging genAI, Talkdesk’s Retail Experience Cloud will allow agents to monitor shoppers’ carts in real-time and offer personalised assistance. In doing so, the company believes that the solution will enhance business value by boosting average order value, customer satisfaction, and items per order. In addition, consumers will gain a greater level of control over large orders, with the capacity to modify individual items without cancelling the entire order.
The tool also has the ability to link with location directories, allowing users to provide customers with personalised recommendations based on their physical location.
Regarding Talkdesk Autopilot for Retail, its genAI revamp will enable it to automate typical customer queries concerning orders, shipments, and deliveries. Furthermore, retailers will be equipped with the tools to offer seamless, 24/7 self-service experiences to customers, due to deep integration into retail systems.
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