Talkdesk Copilot™ (formerly known as Agent Assist) is a solution that transcribes call interactions in real time, using Natural Language Understanding (NLU) and Natural Language Processing (NLP). Copilot recognizes your intent and automatically shares recommendations with the agent, improving resolution time and handling time. For more information, please visit our Copilot documentation.
On Monday, September 28, 2026, we will begin the rollout of the following feature in Talkdesk Copilot™.
Administrators can now run Copilot's real-time transcription on a clinical speech model, so that medication names, dosages, procedures, and anatomical terms are captured accurately in healthcare interactions.
The model is selected per AI Flow, which means clinical and non-clinical queues in the same account can use different transcription models.
This update benefits healthcare and life-sciences organizations running patient access, nurse triage, pharmacy, or payer support lines.
Important Notes:
On Friday, September 25, 2026, we will begin the rollout of the following feature for Talkdesk Copilot™.
Administrators can now remove sensitive information from Copilot's real-time transcription as it is produced. Values such as card numbers, bank details, government identifiers, and credentials are replaced with a labelled placeholder before the transcript is shown to the agent or stored, so organizations can use real-time transcription without retaining data they are not permitted to keep.
This update is very useful for organizations in regulated industries (financial services, insurance, healthcare, and the public sector) that have compliance restrictions on transcript content.
Important Notes:
On Wednesday, September 2, 2026, Copilot Agentic becomes generally available for Talkdesk Copilot™.
With new agentic AI capabilities powered by Talkdesk Customer Experience Automation, Talkdesk Copilot empowers human agents to request real-time guidance and resolve even the most complex customer challenges faster and more confidently. This feature was previously only available in preview.
The following capabilities are now generally available:
For more information, please check our Copilot Agentic documentation on the Talkdesk Knowledge Base.
On Thursday, June 25, 2026, we will begin the progressive rollout of the following enhancements in Talkdesk Copilot™.
Please check these related Release Notes and this article for additional details.
On Thursday, March 19, 2026, we began the progressive rollout of the following enhancement in Talkdesk Copilot™.
For more information, see Copilot: Automatic Summarization, Agent Next Steps, and Disposition in this article.
Important Note: This feature is available in Preview for select customers.
On Thursday, February 12th, 2026, we will release Copilot Agentic for Talkdesk Copilot™.
With new agentic AI capabilities powered by Talkdesk Customer Experience Automation, Talkdesk Copilot empowers human agents to request real-time guidance and resolve even the most complex customer challenges faster and more confidently.
The following new capabilities are now available:
For more information, please check our Copilot Agentic documentation on the Talkdesk Knowledge Base.
On Tuesday, January 13th, 2026, we will release the following enhancement forTalkdesk Copilot™.
For calls that don’t meet these thresholds, the system will not generate a call summary, and an informational message will be displayed: “Summary unavailable: Not enough conversation data.”
For more information, please check our Knowledge Base Copilot documentation.
On Wednesday, April 23rd, 2025, we will begin a progressive rollout of the following new features for Talkdesk Copilot™:
For more information, please check our Talkdesk Copilot documentation at Copilot: Automatic Summarization, Agent Next Steps and Disposition.
On Wednesday, February 5th, 2025, we will begin the progressive rollout of the following enhancements and fixes for Talkdesk Copilot™.
On Wednesday, January 8th, 2024, we will release a new version of Talkdesk Copilot™. This release includes the following fixes:
On Wednesday, October 23rd, 2024, Talkdesk is releasing a new version of Talkdesk Copilot™. This release includes the following new features:
On Tuesday, August 27th, 2024, we will release the following feature in Talkdesk Copilot™.
For more information on how to create an Automation, please visit our Talkdesk Copilot documentation.
On Monday, July 22nd, 2024, we’ll release a new feature of Talkdesk Copilot™:
Note: Customers with a Copilot subscription (Standard or Premium) and using digital channels will automatically have access to AI Rewriter for these channels.
On Tuesday, June 18th, 2024, we will release the following enhancements for Talkdesk Copilot™.
Important Note:
For more information, please check our Talkdesk Copilot documentation.
On Thursday, April 4th, 2024, Talkdesk Agent Assist™ will be renamed to Talkdesk Copilot™.
All functionalities will remain the same and work as expected.
This quarter, Talkdesk is making it easier than ever for companies to take advantage of our industry-leading AI applications. Our iconic Virtual Agent and Agent Assist are getting major upgrades with new generative AI capabilities and prebuilt flows and conversations tailored specifically to the retail, banking, and healthcare industries. As part of this upgrade, Virtual Agent will now be called Talkdesk Autopilot and Agent Assist will now be called Talkdesk Copilot.
Copilot is an AI-powered assistant that listens, guides, and assists agents over the course of customer interactions.
By using Copilot, agents will be better equipped to resolve customer inquiries faster and more efficiently. This aims to promote a higher customer satisfaction rate and a reduction in your company's average handle time.
For more information, please check our Copilot documentation.
On Thursday, February 8th, 2024, we will release the following enhancement for Talkdesk Copilot™:
On Wednesday, September 27th, 2023, we will release the following enhancements in Talkdesk Copilot™:
New:
Agents interacting with customers through digital channels can now access contextual recommendations of knowledge base articles, along with recommended answer templates that they can click to copy to their message. Automated after-call work is also available, including automated disposition, summarization, and agent next steps.
Note: Customers who own a paid Copilot subscription (Standard or Premium) and use digital channels will automatically have access to the product’s features for these channels.
On Thursday, March 2nd, 2023, we will release the following new feature in Talkdesk Copilot™.
New:
On Friday, February 17th, 2023, we will release the Copilot Recommendations default report in Explore.
This report allows Talkdesk customers using Copilot to understand which recommendations are being generated and shown to agents, their source, and which intent triggered them. The report also presents metrics for the percentage of opened recommendations and agent feedback through a thumbs-up and thumbs-down rating system.
On Thursday, June 30th, 2022, we will release the following new features and an enhancement to Talkdesk Copilot™.
Once the transferred call is accepted, the agent will be able to see the main highlights of the previous conversation, as well as the full transcription and also any recommended content from the Talkdesk Knowledge Base that may be helpful to handle topics brought up before the transfer was made.
Enhancement:
On Monday, October 4th, 2021, we will release a new feature to Talkdesk Copilot™.
On Monday, September 6th, 2021, we will release the following new features and enhancements to Talkdesk Copilot™.
On Thursday, March 18th, 2021, we will release Talkdesk Copilot™.
Copilot is a new product that blends into the phone interaction between agent and caller and transcribes it in real time. Copilot recognizes the intent, and automatically provides the agent with recommendations, improving speed to resolution and handling time.
Depending on the words uttered, Copilot may recommend actions, such as matching knowledge base articles and other relevant content, or automations, namely the scheduling of an appointment in Salesforce or the opening of a product catalog page with all needed context.
The product consists of Copilot, an agent-facing application that provides agents with recommendations, and Copilot Configuration, a configuration app that enables Administrators to connect external knowledge bases to Copilot.
The release includes the following main features:
For more information, please read our Talkdesk Copilot documentation.
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