Workforce Management Featured Article
Talkdesk Teams with Calldesk for Conversational AI in Contact Centers
Conversational AI in the call center is a growing focus today as call volumes continue to increase and, as a global pandemic, shifts how customers communicate with businesses.
Since the voice channel accounts for more than 60 percent of the interaction that comes into call centers, and with 40 percent of customer interactions being fully automated by 2023, according to Forrester (News - Alert), there has never been a more critical time to deploy these initiatives.
To address the need, Calldesk, a European pioneer in AI-powered voice agents, and Talkdesk, a cloud contact center provider for enterprises, have partnered up to offer businesses access to conversational AI tools.
As per the partnership, Talkdesk customers will have access to AI technologies so they can cut down on repetitive calls and remove the need for live agents - saving both time and money.
AI-powered voice agents speak with callers in a natural way, just as a human-to-human conversation would happen, and can be used to assist with an entire call or partway through calls to help speed up the total time from call initiation to resolution.
Most simple requests can now be processed using automated systems, and callers get the added benefit of receiving responses 24/7 without any hold time. This automation level also frees up time for agents and other employees to focus on high-value tasks instead.
“We are excited to have Calldesk join the Talkdesk AppConnect partner community. Outstanding AI technology and industry expertise from Calldesk will strengthen and expand the Talkdesk offering,” said John Youri, senior vice president, global channels and alliances.
Calldesk’s technology improves the experience callers have when they first call when they need to be routed, and post-call to understand their satisfaction with the interaction. Using speech-to-text technologies, the offering can decipher in realtime what is being said and the best response to provide. A user-friendly studio also makes it easy to create customized voice agents quickly.
“Talkdesk is driving the contact center industry forward with innovative solutions, providing companies the tools they need to make the customer experience a competitive advantage,” said Youri.
Edited by Maurice Nagle