Talkdesk CXA Operations Center™ (formerly AI Trainer) enables clients to automate their contact center in a better and faster way. For example, it allows agents and supervisors to improve the suggestions agents get on their screens during a call, by reviewing sentences and intents and improving AI (artificial intelligence) model through clicks, rather than code.
An AI (artificial intelligence) model is a mathematical algorithm that is “trained” using data and human expert input, to replicate a decision an expert would make when provided that same information.
With CXA Operations Center, you can improve the automation present on Talkdesk products such as Copilot, Knowledge Management, Interaction Analytics, or Autopilot. Admins and Supervisors can review sentences and add improvements to them, thus training the system to better understand the intents and the words mentioned and transcribed during each contact center interaction.
The application also ensures that multiple agents can work together to develop a consensus about each AI model improvement, allowing supervisors to focus on reviewing suggestions and deploying the right one.
Prerequisites
Before accessing the CXA Operations Center app, please make sure it is enabled for you and that you have access to it.
To benefit from using CXA Operations Center, you need to configure the required AI models via AI Launchpad.
Configuring Access to CXA Operations Center
During installation, you can configure which users, by name, or which user groups can access CXA Operations Center. If necessary to configure access at any other moment, this can be done via Admin > People (Users/Teams/Roles and Permissions).
Configuring Roles in CXA Operations Center
By default, when a Talkdesk account is created, the following roles are created: Administrator, Supervisor, and Agent. For more details, please click here.
It is also possible to add to a custom role-specific CXA Operations Center permissions. This is possible for Admins by accessing the |Admin section> Roles and Permissions. Select Edit permissions on the custom role and expand the details of CXA Operations Center to select the permissions you wish to allow.
Below, you can find a description of the different permissions and the default permissions that each role has on CXA Operations Center. Note: Administrators and Supervisors have the same permissions.
CXA Operations Center offers granular permission controls across three main areas to help you manage user access effectively:
- Generative AI: Control access to AI-powered features like conversation summaries and automated enrichments. Users can be granted View permissions to access and review generative AI outputs.
- Intent Model: Manage how users interact with intent detection and training
- Speech-to-Text Model: Configure access to transcription customization.
Please check our CXA Operations Center FAQ for more detailed information on these and other topics.