Talkdesk Navigator: Overview

Talkdesk Navigator™ is a robust Generative AI-powered interaction orchestration solution designed to strengthen voice and digital interactions with customers. Configurable in Talkdesk Studio, Navigator allows you to reduce menu overload significantly, while providing highly-customized experiences driven by generative AI. 

Navigator autonomously manages and prioritizes incoming inquiries based on real-time context. Using natural conversation, Navigator can understand customer requests and automatically deliver a customized, flexible experience for customers. 

  • Make content-based decisions from voice and digital messages.
  • Provide a list of topics and Navigator will identify the topic from the contact’s message.
  • This new component employs large language models (LLMs), reducing the complexity and effort in setting up the model.
  • Significantly reduces and simplifies setup processes for administrators.


Article Index


Topic Detection

Detection of the topic or intent of the conversation will now be possible with Navigator. 

While setting up the Studio component, define the topics that you want to detect, then the topic will detect and follow the defined exit. 

Since the aforementioned component is powered with LLM, it will be able to detect the topic with just the topic name, in a number of different languages. However, you can add additional sentences to provide business specific terms, in order to enhance detection accuracy.


Supported Languages


Supported Languages on Voice

  • English (Australia)
  • English (UK)
  • English (United States)
  • French (Canada)
  • French (France)
  • German (Germany)
  • Hindi (India)
  • Italian (Italy)
  • Portuguese (Brazil)
  • Spanish (US)


Supported Languages on Digital

This component relies on LLM technology and supports a wide range of languages (e.g., Cantonese, English, French, German, Mandarin, Portuguese, among others).


Natural Interactions


Traditional interactional voice response(IVR) interactions utilize menus to direct the conversation (e.g. “Press 1 for X, (…) press 99 for Y”) and walk through the various options. Navigator uses the voice message to power conversations with more natural conversational capabilities using enhanced speech recognition, thus detecting topics (from a given list) and automatically directing customer inquiries accordingly.



Easily collect information from the contact’s message. The conversation will be guided to the appropriate queue or expert immediately, once the subject, language, and query are detected by Navigator.


Important Note: Please note that detection of the subject/topic in Email conversations will be done within the first 1000 characters of the email body content.


Studio Components Powered by Navigator

To configure Navigator, head to Talkdesk Studio and edit one or both of these Studio components:


Analyze Voice Message (Powered by Navigator)

The analyze voice message (powered by Navigator) component enables you to appropriately route voice conversations according to a defined topic and/or language, thus promoting a more natural and efficient customer interaction.

For details and information on how to set up this component, please read our Studio documentation for Analyze voice message (powered by Navigator)


Analyze Digital Message (Powered by Navigator)

By scanning the message from the conversation, the analyze digital message (powered by Navigator) component enables you to route the message according to topics or languages that you can define during the configuration stage.

For details and information on how to set up this component, please read our Studio documentation for Analyze digital message (powered by Navigator)


Use Cases

Conversational IVR

Talkdesk Navigator Voice: “Hi, how can I assist you today?”
Contact: “Hello! I want to book an appointment”


In this case, Navigator will detect the defined topic and guide this message to the appropriate path on the Contact Center (e.g. connect a Talkdesk Autopilot to schedule the appointment or route the call to the corresponding queue).


Email Automatic Triage

Contact Email message: “Hello! I want to know how to reset my password.”


By guiding the email to the right queue, Navigator will help users reduce the volume of email transfers.

If additional assistance is required, Navigator will escalate the issue to an agent, if not, Navigator will provide the contact with a link to an information page that outlines how to resolve the issue (i.e., steps to reset the account’s password).


How to Begin using Talkdesk Navigator

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.

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