Talkdesk CXA Operations Center™ (formerly AI Trainer) is the first human-in-the-loop tool to be included in the operational flow of contact centers, allowing for continuous improvement of AI models. With CXA Talkdesk, non-technical staff can easily apply their domain expertise through clicks, rather than code.
Crowdsourcing these improvements next to a larger audience (for example, your agents) allows you to gather more feedback and therefore increase the performance of your models at a faster pace and at a lower cost.
Through our quality system, you have the final say regarding the choice of improvements to be introduced on your models and the products that make use of those models.
CXA Operations Center enables you to successfully resolve more cases through automation and improve accuracy, increasing customer satisfaction and decreasing the cost per case.
CXA Operations Center is available to all customers. The application is preinstalled by default in your account. After installation and access configuration (adding users or user groups to the allow-list during installation), CXA Operations Center can be accessed via Talkdesk's Workspace.
If you notice that CXA Operations Center is not installed in your account, please contact your account's Administrator so access can be granted.
During installation, you can configure which users, by name, or which user groups can access CXA Operations Center. If necessary to configure access at any other moment, this can be done via Admin > People (Users/Teams/Roles and Permissions).
If there are no model cards shown on the Models page, it means no models or integrations are configured for the account. Please reach out to us to create and configure a new model (via AI Settings).
By default, when a Talkdesk account is created, the following roles are created: Administrator, Supervisor, and Agent. For more details, please click here.
It is also possible to add to a custom role specific CXA Operations Center permissions. This is possible for Admins by accessing Admin section > Roles and Permissions. Select Edit permissions on the custom role and expand the details of CXA Operations Center to select the permissions you wish to allow.
Below, you can find a description of the different permissions and the default permissions that each role has on CXA Operations Center. Please note that, currently, Administrators and Supervisors have the same permissions.
CXA Operations Center offers granular permission controls across three main areas to help you manage user access effectively:
CXA Operations Center has been used and tested in integration with Talkdesk Autopilot, Copilot, Interaction Analytics, Knowledge Management, Quality Management Assist, and Navigator
At the moment of General Availability (GA) release, CXA Operations Center supports Speech-to-Text models, Intent detection models (with entity extraction as well), and Copilot Summarization Fine Tuning
Please check in AI Supported Languages page.
Note: if your STT model is configured for batch transcriptions, live testing of the STT model with your own voice (Test vocabulary) won’t work. This feature is only supported in streaming mode.
For intent models, CXA Operations Center supports Google Dialogflow (both the ES and the CX editions), Talkdesk’s NLU services, and Amazon LEX.
Currently, we have observability over Copilot Summarization and Navigator Analyse Message models.
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