How can we help?

Release Notes | Talkdesk Autopilot
Published • Last Updated

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.

 

May 28, 2026- Autopilot Voice Settings

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.

New:

  • Barge-in delay: Admins can now configure a short delay (in seconds) at the start of a call during which the contact cannot interrupt the autopilot. After the delay, barge-in becomes active as normal. This prevents carrier-side echo or audio artifacts at the start of a call from being misinterpreted as caller speech. See this section for details.
  • [Preview] Capture keypad input (DTMF): The Autopilot can now extract and use numbers sent by the contact via their phone's keypad, ideal for noisy environments or when sensitive information cannot be said aloud (e.g., PIN codes, account numbers, dates of birth). See this section for details.
    • Note: This feature is available in Preview for select customers.

Resources:

For more information, please see this article.

 

March 12, 2026 - Autopilot Agentic Voice Settings

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.

New:

  • Barge-in: Allows customers to interrupt the agent (barge-in).
  • Automatic Language Detection: Enables the Autopilot to automatically detect and respond in up to 5 different languages for a more tailored customer experience. 
  • End of Speech Sensitivity: A customizable slider determines how quickly the Autopilot responds to pauses in user speech, preventing the agent from cutting users off. 
  • Advanced Voice Tuning: Access 27 languages and 3 distinct voice types (Natural, Neural, and Neural HD) with granular controls for speaking speed, stability, and expressiveness.

For more information, please refer to the documentation on Autopilot Agentic Voice Settings.

 

September 18, 2025 - Autopilot Contact Type in Explore Contacts Report

On Thursday, September 18th, 2025, we are progressively rolling out the Autopilot Contact Type as part of the Talkdesk Explore Contacts Default Report.

New:

  • Autopilot Contact type: Contacts handled by Autopilot will now be categorized in reporting with new values for Contact Type:
    • Autopilot Abandoned: The customer leaves (hangs up or disconnects) while Autopilot is still working, the exit happens before resolution or escalation.
    • Autopilot Escalation: When Autopilot cannot resolve the customer's request, it hands over the conversation to a human agent.
    • Autopilot Success: When the contact is contained by Autopilot, meaning the customer's request was handled without needing escalation.

For more information, please refer to the documentation on the Contacts Report and the article on Understanding Autopilot Contact Types.

 

July 31, 2025 - Autopilot Agentic

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.

What’s included

This release includes the following main features:

  • Voice configuration: Choose from a selection of high-quality GenAI (Generative Artificial Intelligence) voices to give your Agentic Autopilot a natural, human-like presence on voice channels.
  • Visual No-Code Builder: Design your Agentic Autopilot logic in the AI Agents Platform through an intuitive node interface, reducing the need for technical expertise.

How to Access / Install

If you wish to start using Autopilot Agentic, please reach out to your Talkdesk representative.  

For more information, please check our Autopilot documentation.

 

[Preview] June 30, 2025 - Autopilot Agentic

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.

New:

  • Agentic Autopilot: Autopilot Agentic is a new enhancement to Talkdesk Autopilot™, leveraging the 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.

How to Access

For more information on Autopilot Agentic and how to get access to this feature, please reach out to your Talkdesk representative.

 

 

January 20, 2025

On Monday, January 20th, 2025, we will release the following feature for Talkdesk Autopilot.

New:

  • Flow Trigger Entities: This feature allows customers to capture one or multiple entities in the flow trigger, significantly reducing the need for follow-up questions. This enables a more natural conversation flow with clients, for a smoother interaction experience.

For more information, please check our Autopilot: Flow trigger documentation.

 

January 15, 2025

On Wednesday, January 15, 2025, we will release the following features and enhancements to the Talkdesk Autopilot AI Conversation Markers report on Talkdesk Explore.

New:

  • AI Conversation Markers report through API: The AI Conversation Markers’ Explore report will now be available on the Explore API, enabling you to perform a call to an asynchronous API that allows extracting ‌historical reports' data.

Enhancements:

  • AI Conversation Markers report default date: The default value for the AI Conversation Markers’ Explore report date will be updated to the last day and it will include the option to select the timezone.

For more information, please check our Autopilot: Conversation markers documentation.


 

December 11, 2024

On Wednesday, December 11th, 2024, we will release the following enhancement in Talkdesk Autopilot.

Enhancement:

  • Renamed Talkdesk Explore Conversation markers report fields: The “VA Name” and “VA ID” fields, which referred to the previous “Virtual Agent” naming, have now been updated to “Autopilot Name” and “Autopilot ID”.

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.

 

 

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 CXA Operations Center 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 CXA Operations Center (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 CXA Operations Center (formerly AI Trainer) remains unchanged.

Important Notes

  • Once you publish your automation with the newly streamlined Flow trigger, remember to train the intent in the CXA Operations Center (formerly AI Trainer). This step is crucial to ensure your automation functions as intended. The existing training phrases will not be deleted on CXA Operations Center (formerly 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 CXA Operations Center).
  • 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 CXA Operations Center, 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.

 

 

May 14, 2021 - Talkdesk Autopilot

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.

 

What’s Included

The release includes the following main features:

  • Talkdesk Studio voice: Capture the call from a Studio IVR, forward it to a specific Autopilot, or inject contextual data into the Autopilot.
  • Live session monitoring: To observe live transcriptions, escalations, and transfers to live agents in more complex situations or to evaluate live sentiment.
  • Access to archived sessions: To get a total understanding of how the customer engaged with the Autopilot in a specific interaction, understand how accurate it was, and if there is space for improvement. 
All Articles ""
Please sign in to submit a request.