Talkdesk Customer Experience Automation (CXA) is our multi-agent platform to automate and scale service, sales, and support processes across the entire CX lifecycle—bridging the gap between the contact center and back office.
CXA Interoperates with any contact center platform, which allows you to bring your own LLMs, and connects with third-party AI agents — avoiding lock-in and enabling modular adoption.
For more information, please visit the Knowledge Base documentation for CXA for any contact center.
- August 19, 2026 - Interaction Analytics for Any Contact Center
- September 15, 2025 - Talkdesk CXA for any contact center
August 19, 2026 - Interaction Analytics for Any Contact Center
On Wednesday, August 19th, 2026, we will start the progressive rollout of the following enhancement in Talkdesk Interaction Analytics. Organizations running third-party contact center software gain access to Interaction Analytics insights without changing their existing voice infrastructure.
What's New
- Interaction Analytics for Any Contact Center: Admins configure Interaction Analytics through AI Launchpad regardless of which contact center platform routes their calls. Admins select the language for each AI flow, and assign segments by Queues, Agents, or Phone Numbers, and set the call direction (Inbound, Outbound, or Inbound & Outbound).
Note: This feature requires Voice and Event Streaming configuration between the contact center's Session Border Controller and the Talkdesk Media Gateway.
Resources
For more information, please see “Talkdesk CXA for any contact center: Copilot & Interaction Analytics Setup” in this article.
September 15, 2025 - Talkdesk CXA for any contact center
On Monday, September 15th, 2025, we will release Talkdesk CXA for any contact center™.
New:
Talkdesk CXA for any contact center is a multi-agent platform designed to integrate seamlessly with third-party contact centers—no rip-and-replace required. It bridges Talkdesk’s advanced AI capabilities with existing environments, enabling organizations to modernize and automate customer journeys at scale.
Main Features
Plug-and-Play AI Integration:
- Seamlessly connects Talkdesk’s generative AI-powered CX applications with leading third-party contact centers without requiring infrastructure changes.
Copilot
- Real-time AI assistant for agents: transcribes calls, surfaces relevant answers, and suggests next-best actions during live interactions.
- Automates after-call work with instant call summaries and notes.
- Connects to Talkdesk Knowledge Management for contextual, accurate responses.
Autopilot
- An AI-powered virtual agent that handles customer self-service across voice and digital channels.
- Uses generative AI to manage complex, multi-turn conversations—no need for rigid scripts.
- Automates routine tasks, answers FAQs, and escalates to live agents with full context when needed.
Navigator
- GenAI-driven topic detection and routing engine for voice and digital interactions.
- Replaces traditional IVR menus with natural language understanding—customers just say what they need.
- Automatically triages and routes requests to the right resource or workflow, improving efficiency and experience
Interaction Analytics
- Collects, transcribes, and analyzes every customer interaction to surface actionable insights, sentiment trends and provides AI-driven agent coaching.
Benefits
- Copilot: Boosts agent productivity, reduces cognitive load, and ensures consistent, high-quality customer interactions.
- Autopilot: Increases self-service rates, reduces operational costs, and delivers 24/7 support without human intervention.
- Navigator: Streamlines customer journeys, eliminates IVR frustration, and ensures fast, accurate routing for every interaction.
- Interaction Analytics: Uncovers actionable insights from every interaction, enabling faster, data-driven improvements in customer satisfaction and operational efficiency. It empowers teams to proactively resolve issues and optimize processes for better outcomes.
How to Access
For more information, please reach out to your Talkdesk representative or send us a Support Ticket.
For additional details on Talkdesk CXA for any CC, please see the articles below:
- Talkdesk CXA for any Contact Center: FAQ