Talkdesk introduces new AI tools to boost customer service efficiency

Talkdesk has launched two new AI-powered tools, Talkdesk AI Rewriter and Talkdesk AI Translator, designed to enhance customer experience technology for enterprises of all sizes. These innovations aim to meet the growing demand for personalized and efficient customer service.

Talkdesk AI Rewriter enables agents to instantly modify the tone of written communication—whether professional, friendly, or empathetic—to align with a customer's sentiment. This level of hyper-personalization is intended to boost customer satisfaction while reducing the average handle time (AHT) for resolving issues. Additionally, the tool assists supervisors in ensuring agents adhere to business communication standards, particularly useful for onboarding new agents or improving those who struggle with effective writing.

Talkdesk AI Translator automates the translation of text-based digital interactions, including emails, chats, and SMS. By allowing agents to communicate in a customer's preferred language, regardless of the agent’s linguistic abilities, this feature improves interaction accuracy and efficiency. For example, an English-speaking agent can seamlessly assist a French-speaking customer in real-time. This capability is expected to facilitate global expansion by breaking down language barriers in customer interactions.

Both tools are part of Talkdesk Copilot, an AI-driven assistant that supports agents during customer interactions. Available on the Talkdesk CX Cloud platform and Talkdesk Industry Experience Clouds, Copilot also integrates other AI-powered customer experience applications. Enterprises with on-premises contact centers can also access these tools via Talkdesk Ascend Connect.

Talkdesk’s CEO, Tiago Paiva, commented on the launch: "Customer interactions should feel authentic and effortless. Our goal is to deliver AI solutions that adapt to customer preferences, helping agents provide personalized, efficient service. From the outset, Talkdesk AI Rewriter and AI Translator enable businesses to forge stronger customer connections, eliminate workflow inefficiencies, and transform the contact center into a revenue driver."

Talkdesk’s AI-driven innovations, including Copilot, are focused on reducing AHT—a key performance indicator in contact centers. By leveraging generative AI to summarize conversations and select dispositions, Talkdesk aims to improve both resolution speed and accuracy. Clients, such as JK Moving Services, have already seen a 30% decrease in AHT through these solutions.

Since its founding in 2011, Talkdesk has consistently delivered cutting-edge solutions for cloud-based contact centers. In the past year, the company has introduced several AI-driven applications, including industry-specific self-service, seamless routing across voice and digital channels, and enhanced customer insights. These advancements underscore Talkdesk’s commitment to elevating customer experiences while optimizing operational efficiency.

The introduction of Talkdesk AI Rewriter and AI Translator reflects the company’s broader strategy to leverage AI for deeper customer engagement, streamlined workflows, and new revenue opportunities for businesses.