Talkdesk Autopilot Agentic™ is a new enhancement to Talkdesk Autopilot™ that leverages 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.
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How does it work?
Once an incoming session from the customer is received in your contact center, it goes into a Studio flow, where the Autopilot Studio component is executed.
Now that it has reached the Autopilot Studio component, the Autopilot Agentic is triggered, and it will respond based on the instructions created on the Talkdesk AI Agent Platform™.
Note: Autopilot Agentic is available in different languages. For more information, see the Autopilot Agentic Voice column in the AI Supported Languages article.
While the session handling process happens in Studio, your contact center Supervisor can monitor the session in real-time. By installing the Autopilot application in Workspace, it is possible to observe the number of calls being simultaneously handled by the Agentic Autopilot, each of the uttered sentences, and the responses provided by the Agentic Autopilot.
In this application, there is a History tab available that allows your contact center Supervisor to access recordings of past interactions in an attempt to identify possible gaps and opportunities for improvement.
Configuring Autopilot Agentic
The configuration of Autopilot Agentic consists of the following steps:
- Installing Autopilot in Workspace: This installation aims at performing specific configurations and monitoring live and archived sessions.
- Creation of an Agentic Autopilot: In this step, you connect an Agentic Autopilot to an AI Agent Orchestration on the Talkdesk AI Agent Platform™. For more information, please check the Creating an Autopilot Agentic article.
- Configuring Autopilot Component in Studio: Use the Connect to Autopilot voice for voice channels and Connect to Autopilot digital for digital channels.
- Voice Channel Configuration: For voice channels, you will need to configure their voice experience. To configure the voice experience, navigate to the Agentic Autopilot in the Autopilot app, access the Channels option, select the Voice configurations, and then choose the Language and Voice that should be used.
Autopilot Agentic Limits
| Feature | Limit |
| Simultaneous languages | This feature allows the Autopilot Agentic to speak up to 4 languages simultaneously in the same session. |
For information regarding the limits on the AI Agent Platform, please read this section.
Autopilot Agentic Timeouts
- Voice call: When a session is not terminated by the Autopilot Agentic on voice channels, it will be finished after 1 minute of not receiving any messages from the user.
- Digital channel: When a session is not terminated by the Autopilot Agentic on digital channels, it will be finished after 15 minutes of not receiving any messages from the user.