Talkdesk AI Agent Platform™ empowers you to build, manage, and deploy intelligent, collaborative AI Agents that automate tasks, streamline operations, and enhance customer experiences across channels.
On Monday, September 21, 2026, we are releasing Automatic Exit Control for Talkdesk AI Agent Platform™.
Automatic Exit Control: This new feature allows users to define exactly how an automation session should end (success, escalation, timeout, or hang up) and control what information, if any, is shared with the Orchestrator when each of these exits occurs.
For more information, please read this article: AI Agent Platform: Settings - Automatic Exit Control.
On Thursday, September 17, 2026, we rolled out the ability to pass Application Output on the Success exit of the End Automation component.
For additional information, please see this article and these Talkdesk Autopilot Release Notes.
Talkdesk AI Agent Platform™ now lets administrators set a maximum number of customer turns per conversation, preventing infinite conversation loops and giving teams more control over session length.
Max Limit Count: Administrators enable Limit Control and configure a Max Limit Count to define the maximum number of customer turns allowed within a session, either as a default across all channels or configured separately for Voice and Digital channels. Only customer messages count toward the limit; AI responses do not.
Prevents infinite conversation loops and gives administrators direct control over how long an automated conversation can run.
Note: Supported values range from 1 to 50 customer messages. The default value is 20. Disabling the feature removes the limit entirely.
Limit Reached Actions: Administrators choose what happens when the configured limit is reached, either ending the conversation automatically or escalating it to a human agent. This allows teams to align the conversation's end behavior with their business requirements and customer experience.
Customer Notification Message: Administrators configure the message customers receive when the limit is reached, using the application's default language or adding additional language variations. Ensures customers receive a clear, localized explanation of what happens next.
Turn Count System Variable: A new system variable, Turn Count, automatically tracks the number of customer messages throughout the conversation and can be used inside Agentic flows. It enables administrators to build dynamic experiences, such as sending reminders, triggering verification steps, or escalating to a human agent before the maximum limit is reached.
For more information, please read this article: AI Agent Platform: Limit Control - Max Limit Count Configuration.
Note: This feature is available in Preview for select customers only.
With the Talkdesk AI Agent Platform™, it is now possible to adjust wait time in real time based on what a contact is saying, instead of applying one fixed pause to every response.
Contextual Turn Detection: AI Agents dynamically adapt their turn-taking behavior based on conversation context, replacing the single global wait-time setting. The agent extends its wait time when it detects the contact needs to recall or read complex information, such as an ID number, an address, a payment card number, or an account number.
The agent responds quickly to short answers (e.g., \"yes/no\") and waits longer for structured or multi-part input. This helps to reduce perceived latency on simple responses while preventing interruptions or misheard input when a contact pauses to think or read.
The system extends wait time (0.5s → 3s) when it detects the caller needs to recall or read complex information. Configured at the system prompt level, the LLM classifier triggers an extended timeout for:
Talkdesk AI Agent Platform™ now features an enhancement to its Simulator.
LLM-Driven Simulator for AI Agent Testing: Builders now define prompts to drive scenario generation within the AI Agent Simulator, configurable for diverse personas, languages, and intents. During implementation, admins and builders configure prompts and run simulations to validate AI Agent behavior across edge cases before publishing. This speeds up testing and troubleshooting by replacing manually defined test scenarios with realistic, prompt-driven inputs.
Note: This enhancement is only supported for chat simulations and requires the AI Agent Platform. No separate activation is required.
For more information on this feature, please read our article on AI Agent Platform's built-in Simulator.
The Talkdesk AI Agent Platform™ admin interface now supports multiple languages, bringing it to full parity with the rest of the Talkdesk product suite.
All configuration screens, labels, tooltips, and validation messages now respect the language preference set in the user's Talkdesk account.
The AI Agent Platform has adopted Talkdesk's Polyglot localization framework. Previously, the entire admin UI was displayed in English only, regardless of the language configured in a user's account.
Now, Admins in non-English-speaking markets can configure and manage AI agents in their selected account language, vastly improving the experience.
The following elements are now fully localized:
This is available for all Talkdesk global customers using AI Agent Platform.
No action is required. The AI Agent Platform admin UI automatically displays in the language already configured in the user's Talkdesk account. To update your language preference, go to Account Settings > Language.
Talkdesk AI Agent Platform™ now includes a built-in Simulator, letting teams test orchestration behavior, routing logic, and responses directly from the canvas before publishing a new version.
Simulator: Users open an orchestration in AI Agent Orchestration and click Test to launch the Simulator, which replicates real conversation flows through both chat and voice channels. Value: Teams validate agent behavior and routing logic before changes go live, reducing the risk of unexpected behavior in production.
Chat and Voice Testing Channels: Choose between a Chat simulation, which opens a live conversation window immediately, or a Voice simulation, which offers configurable settings such as call audio quality, language, voice persona, End of Speech Sensitivity, speaking speed, and a phrase list.
Simulation Variables: Define Application Input variables (context data normally injected by an external application) before starting a simulation.
Insights and Thought Process: Each agent response includes an Insight indicator, showing the tool calls made during the response and, through View Thoughts, the internal reasoning behind routing decisions.
Note: This feature is only supported for chat simulations and requires the AI Agent Platform. No separate activation is required.
For more information on this feature, please read our article on AI Agent Platform's built-in Simulator.
Starting on Thursday, June 11th, 2026, AI Markers will be available for AI Agents experience, extending conversation marker observability beyond Autopilot intent-based experiences. The following capabilities are now available.
These updates provide a consistent observability experience across Talkdesk AI products, enabling customers to monitor and analyze conversational automation activity from a single reporting framework.
Important Information:
Important Note: This feature is available in Preview for select customers. During the Preview phase, AI Agent Evaluation is accessed inside the AI Agent Platform. At General Availability (GA), the experience will move to CXA Operations Center (formerly AI Trainer).
On Tuesday, May 12, 2026, Talkdesk will release the following preview feature for AI Agent Platform (at General Availability stage, the experience will move to Talkdesk CXA Operations Center:
AI Agent Observability: Admins and Supervisors can now review previous AI Agent interactions through the new Session History view, gaining end-to-end visibility into how AI agents handle customer conversations. This capability helps teams validate agent behavior, audit performance, and make informed training decisions based on real interactions. AI Agent Observability is accessible from AI Trainer and from the CXA Operations Center.
Note: Following the Preview release, more capabilities will be progressively rolled out to General Availability.
For more information, please read our documentation for AI Agent Observability.
Important Note: This feature is available in Preview for select customers. During the Preview phase, AI Agent Evaluation is accessed inside the AI Agent Platform. At General Availability (GA), the experience will move to CXA Operations Center (formerly AI Trainer).
On Friday, May 8th, 2026, we will begin the progressive rollout of AI Agent Evaluation for Talkdesk AI Agent Platform™.
AI Agent Evaluation introduces a batch-testing and regression safety net for AI Agents, enabling AI Agent Admins and technical users to validate agent behavior against curated datasets before promoting changes to production. The following new capabilities are now available:
For more information, please check our documentation for AI Agent Evaluation. Also, you can see the demo here.
On Tuesday, April 28th, 2026, we are releasing new capabilities for the Orchestrator Configuration panel within the Talkdesk AI Agents Platform™. All features described are available in all accounts, but must be manually enabled and configured for each AI Agent individually.
For more information, see:
On April 13th, 2026, the following new feature will be available for all customers.
For more information, please check our MCP documentation.
Important Note: This feature is available in Preview for select customers.
On February 2nd, 2026, the following new feature will be available in Preview.
For more information, please check our MCP documentation.
On Tuesday, December 16th, 2025, Orchestrator configurability will be available in AI Agent Platform™, with the following new capabilities:
For more information, please check our documentation.
On Thursday, July 31st, 2025, Talkdesk AI Agent Platform™ will become Generally Available (GA) to Talkdesk customers who wish to purchase access to it.
Talkdesk enables organizations to create and orchestrate intelligent AI Agents that work collaboratively to handle tasks, optimize operations, and deliver seamless customer experiences across channels.
With this full release, businesses can configure multi-agent workflows, where AI Agents coordinate, share information, and perform specialized actions as part of a broader automation strategy. AI Agent Platform’s modular design enables more robust and flexible automation across your business.
This release includes the following main features:
For more details on each of these features, please refer to this article section of our Knowledge Base.
If you wish to start using the AI Agent Platform, please reach out to your Talkdesk representative.
For more information, please check our AI Agent Platform documentation.
Important Note: This feature is available in Preview for select customers.
On Monday, June 30th, 2025, we will release Talkdesk AI Agent Platform™.
AI Agent Platform empowers you to build, manage, and deploy intelligent, collaborative AI Agents that automate tasks, streamline operations, and enhance customer experiences across channels.
Now, you can create a single AI Agent or a multi-agent orchestration, where multiple AI Agents work together, communicating and delegating responsibilities to one another, with each contributing their specialized skills to complete parts of a larger objective. This modular design enables more robust and flexible automation across your business.
For more information, please reach out to your Talkdesk representative or Customer Success Manager.
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