{"article":{"id":39090087926939,"url":"https://talkdesksupport.zendesk.com/api/v2/help_center/en-us/articles/39090087926939.json","html_url":"https://support.talkdesk.com/hc/en-us/articles/39090087926939-AI-Agent-Platform-Overview","author_id":416055420711,"comments_disabled":true,"draft":false,"promoted":true,"position":0,"vote_sum":0,"vote_count":0,"section_id":39090037609883,"created_at":"2025-07-18T10:26:34Z","updated_at":"2026-06-24T16:29:34Z","name":"AI Agent Platform: Overview","title":"AI Agent Platform: Overview","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-24T13:51:56Z","user_segment_id":null,"permission_group_id":1525572,"content_tag_ids":["01JATDAVN4FDAH8MEKMJVGHFED","01K0EH2E5V6F17GRFT0H08GRRJ"],"label_names":["ai","ai_agent_platform","cxa"],"body":"

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. 

 

 

What is an AI Agent?

An AI Agent is a specialized assistant designed to understand goals, take action, and help complete tasks, either for a customer or as part of a team of AI Agents.

 

AI Agent Platform Capabilities

With this platform, you can design and create a multi-agent orchestration, where multiple AI Agents work together. These agents communicate and delegate responsibilities to one another, each contributing their specialized skills to complete parts of a larger objective. This modular design enables more robust and flexible automation across your business.

 

Which Talkdesk Products work with AI Agent Platform?

Currently, Talkdesk Autopilot (Autopilot Agentic) and Talkdesk Copilot (Copilot Agentic) are connected to the AI Agent Platform and use it to design and create their multi-agent orchestrations. 

Note: More Talkdesk products will use the AI Agent Platform in the near future and will be listed here.

 

Key Features

 

Use Cases

1. Intelligent Call Routing and Triage

2. Cross-Agent Collaboration for Complex Inquiries

3. Escalation Handling with Preprocessing

Before starting to build AI Agent Orchestrations, we recommend reviewing the Core concepts documentation to familiarize yourself with the foundational principles.

 

AI Agent Platform Limits

To ensure the correct functioning of the AI Agent Platform, Talkdesk establishes default service limits, as described in the table below: 

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
FeatureLimit
AI Agents hierarchy levels3 levels
Max. number of AI Agents per level10 AI Agents
Max. skills per AI Agents5 skills

Note: To ensure optimal performance, please inform your Talkdesk representative or Customer Success Manager of your go-live plans in advance.

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