Talkdesk Autopilot instantly responds to every customer query at any time of the day using conversational AI technology. Drive better customer engagement with a two-way natural dialogue on voice and digital chat channels, with multiple language support. For more information, please visit our Autopilot documentation.
On Thursday, September 17, 2026, we rolled out a new Timeout exit on the Connect to Autopilot Studio components for Talkdesk Autopilot.
For more information, please see this article and these AI Agent Platform Release Notes.
On Thursday, May 28, 2026, we are rolling out the following updates to the Voice Settings page for Talkdesk Autopilot. Admins will have greater control over how Autopilot manages call openings and keypad input. Both features must be manually enabled and configured per Autopilot.
For more information, please see this article.
On Thursday, March 12th, 2026, we are rolling out the following features for Talkdesk Autopilot™. These updates to the Autopilot Agentic's Voice Settings page provide enhanced control over Autopilot’s voices, languages, and interaction behaviors.
For more information, please refer to the documentation on Autopilot Agentic Voice Settings.
On Thursday, September 18th, 2025, we are progressively rolling out the Autopilot Contact Type as part of the Talkdesk Explore Contacts Default Report.
For more information, please refer to the documentation on the Contacts Report and the article on Understanding Autopilot Contact Types.
On Thursday, July 31st, 2025, Talkdesk Autopilot Agentic™ will become Generally Available (GA) to Talkdesk customers who wish to purchase access to it, for both voice and digital channels.
Autopilot Agentic is a new enhancement to Talkdesk Autopilot™, leveraging Talkdesk AI Agent Platform to deliver more capable, AI Agent-powered conversational virtual agents. This allows for more complex and natural interactions, reducing agent workload and improving customer experience.
This release includes the following main features:
If you wish to start using Autopilot Agentic, please reach out to your Talkdesk representative.
For more information, please check our Autopilot documentation.
Important Note: This feature is available in Preview for select customers.
On Monday, June 30th, 2025, we will release the following feature for Talkdesk Autopilot.
For more information on Autopilot Agentic and how to get access to this feature, please reach out to your Talkdesk representative.
On Monday, January 20th, 2025, we will release the following feature for Talkdesk Autopilot.
For more information, please check our Autopilot: Flow trigger documentation.
On Wednesday, January 15, 2025, we will release the following features and enhancements to the Talkdesk Autopilot AI Conversation Markers report on Talkdesk Explore.
For more information, please check our Autopilot: Conversation markers documentation.
On Wednesday, December 11th, 2024, we will release the following enhancement in Talkdesk Autopilot.
Important Note: If you have existing automation for this report, you must update it to use the new field names.
For more information, please check our Autopilot: Conversation markers documentation.
On Monday, April 8th, 2024, Talkdesk Virtual Agent™ will be renamed as Talkdesk Autopilot™.
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.
Autopilot is a powerful, artificial intelligence-powered conversational assistant that autonomously solves customers’ issues with a human-like experience, both in voice and digital channels.
It analyzes the customer’s speech and intentions, automatically answering requests 24/7. It diminishes agent workload by handling easier queries related to frequently asked questions, billing and/or delivery tracking information.
Use Autopilot to:
For more information, please check our Autopilot documentation.
On Thursday, March 7th, 2024, we will release the following feature in Talkdesk Autopilot™:
This new feature simplifies the process of managing flow triggers by allowing users to type a component name that identifies the flow's purpose. The input will then be converted automatically into an intent, removing the need to manually create a specific intent for each Flow trigger.
Flow Trigger Streamlining aims to simplify the management of automations, bypassing complex processes. Another benefit is that distinguishing clearly between AD \"Intents\" and CXA Operations Center Intents, aims to promote a more intuitive user experience.
For new flow triggers (applicable to both new automations and updates to old automations), type the name that reflects the purpose of the flow. This name will directly translate to an Intent in the CXA Operations Center, facilitating integration into your automation's workflow.
On Tuesday, May 16th, 2023, we will release the following feature in Talkdesk Autopilot™:
Define markers in the \"Conversation Marker\" tab of each of the digital components, and then monitor them in the \"Overview\" tab of your Autopilot.
For more information, please visit our documentation.
On Thursday, March 30th, 2023, we will release the following feature in Talkdesk Autopilot™:
On Wednesday, November 16th, 2022, we will release Talkdesk Automation Designer™.
Automation Designer is a platform that enables you to enjoy a seamless experience when designing automations for all products with automation needs, such as Talkdesk Feedback™ or Talkdesk Autopilot™.
It allows you to create conversational flows and reuse the main conversational concepts such as variables, drag & drop components, and a simulator across different products, in channels like voice or digital.
Autopilot, Feedback, Copilot, and Workspace Designer will currently leverage this tool.
Automation Designer™ can be accessed on the Autopilot app, the Talkdesk Builder™ app, and the pages of every product that leverages it.
Automation Designer is available by default with every product that uses it.
For more information, please check our recently launched Product Notice and our Talkdesk Autopilot Automation Designer™ documentation (from the 16th of November onwards).
On November 30th, 2021, we will release Talkdesk Autopilot Digital.
Talkdesk Autopilot Digital is an AI-powered customer assistant that handles conversations in digital channels (webchat). It delivers the answers customers need 24/7, through a natural, human-like conversational service that uses Natural Language Processing techniques to identify intents and entities, such as locations, or dates, from the users’ messages. It leverages machine learning to ensure a continuously improved customer journey.
Talkdesk Autopilot Digital intends to limit lost interactions, provide self-service for repetitive use cases (for example, tracking a delivery, changing an order, or scheduling an appointment), and improve customer satisfaction.
This release will include the following main features:
For more information, please read through our Autopilot documentation, which is being continuously updated.
On Friday, May 14th, 2021, we will release Talkdesk Autopilot™.
Autopilot is an artificial intelligence-powered conversational assistant that autonomously solves customers’ issues with a human-like experience.
This product analyzes speech and intents and automatically answers customer requests without the need for a live agent.
It provides a 24/7 service, that can help answer scheduling, billing, delivery tracking, or order management questions.
The release includes the following main features: