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• April 8, 2024 - Renamed as Talkdesk Autopilot
• March 7, 2024 - Flow Trigger Streamlining
• May 10, 2023 - Conversation Markers
• March 30, 2023 - Talkdesk Automation Designer Simulator
• November 16, 2022 - Talkdesk Automation Designer
• November 30, 2021 - Talkdesk Autopilot Digital
• May 14, 2021 - Talkdesk Autopilot

April 8, 2024 

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:

• Provide quality 24-hour service.
• Enhance customer satisfaction
• Reduce costs.
• Allow agents to prioritize more complex tasks over repetitive customer interactions.

For more information, please check our Autopilot documentation.

March 7, 2024 - Flow Trigger Streamlining

On Thursday, March 7th, 2024, we will release the following feature in Talkdesk Autopilot™:

New: 

• Flow Trigger Streamlining for Automation Designer (AD)

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 AI Trainer Intents, aims to promote a more intuitive user experience.

What's Included

• Automatic Intent Conversion. Type the name of the component that best describes the flow's purpose, and it will automatically be converted into an intent.
• Simplification of the workflow for creating and managing Flow triggers.
• Improved distinction between Automation Designer (AD) "Intents" and AI Trainer (model) Intents.
• Compatibility with Existing Flows. For existing flows, the name of the flow trigger has been updated to include a dash (-) followed by the name of the AD “Intent” that was selected. This ensures that all previous training in the AI Trainer remains unchanged.

Important Notes

• Once you publish your automation with the newly-streamlined Flow trigger, remember to train the intent in the AI Trainer. This step is crucial to ensure your automation functions as intended. The existing training phrases will not be deleted on AI Trainer;
• Existing AD Flow Triggers' names will be automatically updated by appending the name of the intent that was in the dropdown that we removed. For example, old Flow trigger name "manage appointment" with the intent name "schedule" selected on the dropdown; the Flow trigger name will be converted to "manage appointment-schedule" (same in AI Trainer).
• In some VAs, this change may lead to errors due to the new Trigger naming convention resulting in names that exceed the 60-character limit. This has now been updated to 62.

How to Use Flow Trigger Streamlining

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 AI Trainer, facilitating integration into your automation's workflow.

May 10, 2023 - Conversation Markers

On Tuesday, May 16th, 2023, we will release the following feature in Talkdesk Autopilot™:

New:

• Conversation Markers: Now, you can monitor, specific moments in the conversations between Autopilot and your contacts, allowing you to extract aggregated metrics.

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.

March 30, 2023 - Automation Designer Simulator

On Thursday, March 30th, 2023, we will release the following feature in Talkdesk Autopilot™: 

New:

• “Simulator” in Automation Designer: With this new feature, you will be able to test the behavior of a Autopilot and simulate the flow of a conversation with a human user without leaving Automation Designer. To do it, you can define and apply variables to the simulation and upload a JSON file containing user inputs to serve as a script to simulate the conversation. 

November 16, 2022 - Talkdesk Automation Designer

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.

What’s included

• Designing your flows from scratch.
• Dragging and dropping to arrange components quickly and easily. 
• Adding variables, intents, entities, and conversation defaults, that enable you to customize interactions.
• Importing and exporting flows and flow version control.

How to Access / Install

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).

November 30, 2021 - Talkdesk Autopilot Digital

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.

What’s included: 

This release will include the following main features:

• Web messenger, a web widget that allows bringing conversational experiences to any webpage.
• Configuring a conversation, through a code snippet, in the Autopilot “Channels” tab.
• Implementing a Autopilot in your webpage, by adding the above-mentioned code snippet to your page. 
• Enabling customers to launch the Web messenger widget on your page.
• Delivering answers to customer issues, at any time of the day, without the need for a live agent. 

For more information, please read through our Autopilot documentation, which is being continuously updated.