Check out what's new from the prior week:
Release Notes
- [PREVIEW] Talkdesk AI Agent Platform
- Talkdesk Agent Workspace: Activities
- [PREVIEW] Talkdesk Agent Workspace - Conversations (Voice Channel)
- [PREVIEW] Talkdesk Automation Flows
- Talkdesk Cases
- [PREVIEW] Talkdesk Digital Engagement
- Talkdesk Feedback
- Talkdesk Financial Services Experience Cloud for Banking
- Talkdesk Financial Services Experience Cloud for Insurance
- Talkdesk Hubspot Connector
- Talkdesk Knowledge Management
- Talkdesk Scheduled Callbacks
- [PREVIEW] Talkdesk Studio
- Talkdesk Workforce Management
[PREVIEW] Talkdesk AI Agent Platform
- The newly-introduced Model Context Protocol (MCP) integration enables customers to extend AI Agents with externally hosted tools. With MCP skills, AI Agents can securely invoke remote tools exposed by customer-hosted MCP Servers.
Talkdesk Agent Workspace: Activities
- Now, when entering a search keyword, the system will scan both the email body and all attached filenames. Also, matching keywords are visually highlighted within the results and the Activity Details side panel. This allows agents to instantly identify the relevant file, significantly reducing the time spent finding key information.
[PREVIEW] Talkdesk Agent Workspace - Conversations (Voice Channel)
- When agents are in a consultation, a Join in conference button appears instead of the “Add to consultation” option.
- Agents can now start a new private consultation from within an active conference call by clicking Consult. The remaining conference participants will continue talking to each other and are not placed on hold.
[PREVIEW] Talkdesk Automation Flows
- This new no/low-code multi-step orchestrator solution enables Admins to automate advanced use cases across multiple integrations. Automation Flows allows building multistep and multi-integration processes, so automations can extend beyond a single system.
Talkdesk Cases
- It is possible to send notifications to external recipients directly from the "Perform these actions" module in EBA (Event-based Automations) and TBA (Time-based Automations).
- You can now maintain historical data accuracy when updating custom fields. In the Case Fields module, even if an administrator deletes a specific option, existing cases that were previously assigned this value will continue to display it.
[PREVIEW] Talkdesk Digital Engagement
- The new Talkdesk Autopilot Agentic for Email understands customer intent, automatically responds to customer emails, and intelligently escalates conversations to human agents when needed, reducing agent workload and increasing the speed of email conversations.
Talkdesk Feedback
- The Feedback Stream now supports flexible time and time zone selection, enabling users to accurately view and analyze feedback data across different regions. The selected time zoneis applied across all metrics and timestamps in the Feedback Stream.
Talkdesk Financial Services Experience Cloud for Banking
- Contact center agents and end users can now easily book appointments with external subject-matter specialists, with the new Appointment Scheduler. This tool simplifies scheduling workflows, with a streamlined process that has calendar integrations and automated notifications.
Talkdesk Financial Services Experience Cloud for Insurance
- Secure Messaging is a new feature that enables two-way, asynchronous, and authenticated communication between financial institutions and their clients. The new Secure Messaging channel allows clients to engage with their financial institution safely and conveniently, including outside of business hours.
Talkdesk Hubspot Connector
- WhatsApp interaction data can be viewed directly within HubSpot, improving interaction logging, the accuracy of customer history tracking, and benefiting reporting.
Talkdesk Knowledge Management
- A variety of features and enhancements were rolled out for Knowledge Management’s Web Crawler, including:
- The crawler can fetch URLs specifically from your XML sitemap rather than relying on recursive link guessing.
- Advanced Content Filtering (HTML/CSS Selectors).
- The support for extracting non-HTML assets (PDF, Word, and PowerPoint files.
Talkdesk Scheduled Callbacks
- Talkdesk Scheduled Callbacks helps reduce missed connections, improve customer experience, and increase agent efficiency through efficient and contextualized follow-ups. Agents can check availability, select the customer’s preferred phone number and time zone, choose an assignment strategy, and lock in a callback, all from a single, streamlined experience.
[PREVIEW] Talkdesk Studio
-
Talkdesk Studio Governance is a new self-service way to debug, troubleshoot, and optimize flows, transforming Studio into an adaptive, observable orchestration platform.
- This initial release features Studio Interactions, which includes visual tools to improve understanding of variables and also enhances troubleshooting speed.
Talkdesk Workforce Management
- Various enhancements were released for WFM, such as the ability to define business hours and time zones per team, as well as the possibility to search and multi-select agents across teams to see and manage specific schedules.
This digest is a consolidated list of Release Notes and Product Notices published over the past week. To learn more, click through the links above.