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Release Notes | May 14, 2021 | Talkdesk Virtual Agent

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On Friday, May 14th, 2021, we will release Talkdesk Virtual Agent™.

Virtual Agent 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: to capture the call from a Studio IVR, forward it to a specific virtual agent or inject contextual data into the virtual agent.
  • 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 virtual agent in a specific interaction, understand how accurate it was and if there is space for improvement. 

How to Install 

If you wish to start using Virtual Agent, please contact your Account Executive or Customer Success Manager. 

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