Talkdesk Navigator™ is a robust AI-powered solution designed to strengthen voice and digital interactions with customers. Configurable in Talkdesk Studio, Navigator allows you to reduce menu overload, while providing customized experiences driven by generative AI.
For more information, please visit our Navigator documentation.
- August 24, 2026 - Navigator Recordings
- January 16, 2026
- December 17, 2024
- November 22, 2024
- June 20, 2024
- June 4, 2024
August 24, 2026 - Navigator Recordings
On Monday, August 24, 2026, we will progressively roll out the Navigator Recordings for Talkdesk Navigator.
Important Note: When Navigator Recordings is released, it will override any recording settings. Please confirm your settings are as desired and in compliance with your company's recording policies
New:
Navigator Recordings: Capture the audio of the portion of a voice interaction handled by Navigator and make that clip available for playback directly in Activities and CXA Operations (formerly AI Trainer). This allows supervisors and CX teams to listen back to how a call was understood and routed by Navigator, without needing to review the full interaction recording.
To learn more, please read our documentation here.
How it works
When a voice interaction passes through Navigator, an audio recording can be generated for the segment of the interaction handled within Navigator. For this to work, the Record component must be added in the Studio flow before the Navigator component.
Only the Navigator segment of the call is recorded, not the full end-to-end interaction.
- Recordings apply to voice interactions.
- The Record component must be placed before Navigator in the flow for the recording to be captured.
Where to find it:
- Talkdesk Activities
- Talkdesk CXA Operations Center (formerly AI Trainer)
Access and Permissions
Users who already have permission to play call recordings will be able to play Navigator Recording clips. Those without that permission will not see the playback option.
If you don’t already have access to Navigator Recordings, please reach out to your Talkdesk representative to request access.
For more information, please check our Navigator Recordings documentation.
January 16, 2026
On Friday, January 16, 2026, we will release the following feature in Talkdesk Navigator.
New:
-
Navigator Attribute Detector: This capability enables customers to extract specific and multiple business-relevant entities from a contact’s voice or digital message using a new Talkdesk Studio component called Detect Navigator attributes. This component analyzes the contact’s message to identify and extract the defined information.
The extracted entities are exposed as Studio variables, allowing them to be reused across flows for automation, routing, agent context, and reporting.
To learn more about eligibility, pricing, and activation, please contact your Talkdesk account representative.
For more information, please refer to the Navigator Attribute Detector documentation.
December 17, 2024
On Tuesday, December 17th, 2024, we will release the following feature in Talkdesk Navigator.
New:
-
Support for new languages: New languages are now available for customers on the Talkdesk Navigator Studio component. The following languages were added:
- Catalan (Spain)
- Chinese (Mandarin)
- Chinese (Taiwanese Mandarin)
- Danish (Denmark)
- Dutch (Netherlands)
- English (India)
- English (New Zealand)
- English (South Africa)
- Finnish (Finland)
- Italian (Italy)
- Japanese (Japan)
- Korean (South Korea)
- Polish (Poland)
- Portuguese (Portugal)
- Spanish (Spain)
- Romanian (Romania)
- Russian (Russia)
- Swedish (Sweden)
For more information, please check our Talkdesk Navigator Overview and Analyze Voice Message Documentation.
November 22, 2024
On Friday, November 22nd, 2024, we will be releasing the following new features for Talkdesk Navigator:
New:
- Select variable or contact message: The Analyze voice message Studio component now allows customers to choose whether to use audio from the voice call or a value from a variable. This provides flexibility while configuring workflows.
- Configure timeout duration: Customers can now define the duration of the execution for the Analyze voice message component, for more precise control over processing times.
Notes:
-
Access to these features requires an update to the Analyze voice message component. Upon update, the following fields will lose their current value:
-
- Language dropdown
- Message to output
- Timeout exit.
-
- The previous value can be retrieved from a previous Studio version.
For more information, please check our Talkdesk Navigator Overview and Analyze Voice Message Documentation.
June 20, 2024
On June 20th, 2024, we will release the following feature in Talkdesk Navigator™.
New:
- Play audio on Navigator Voice: Now, Admins can define a message that will be played before Navigator begins monitoring the conversation.
For more information, please check our Talkdesk Navigator documentation.
June 4, 2024 I Talkdesk Navigator
On Wednesday, June 4th, 2024, we will release Talkdesk Navigator™.
Driven by Generative AI, this powerful new orchestration and routing solution is designed to strengthen voice and digital interactions. Customers simply tell Talkdesk Navigator what they need or want to accomplish, in their own words, without being forced into complex, rigid, and frustrating interactive voice response (IVR) menus.
Navigator allows you to detect the topic of a message without training data effort and guide the interaction flow accordingly.
- For voice, this allows you to eliminate the old-fashioned IVR menu, providing a more conversational experience.
- For digital, this will allow you to easily employ email triage.
Triage processes based on real-time understanding help you make instant content-based decisions from voice and digital messages.
What’s included
This release includes the following main features:
- Identifiable Topics: Simply provide a list of topics and Navigator will identify the subject from the contact’s message.
- Extensive Language Options: This new component employs large language models (LLMs), reducing the complexity and effort in setting up the model.
- Configurable in Talkdesk Studio: Easily set up your options via Talkdesk Studio, through the voice and/or digital components.
How to Access / Install
If you wish to begin using Navigator, or want to know more details about this product, please get in touch with your Talkdesk representative to find out more.
For more information, please check our Talkdesk Navigator documentation.