Talkdesk just expanded their generative AI offerings for cloud-based contact centers. They released new tools for training AI data, observing AI systems’ behavior, and also introduced a tool for adjusting AI outputs. These new features are now available, with the tool for AI outputs set to launch by the end of the year.
What’s interesting is that Talkdesk has seamlessly integrated these new features into their Talkdesk CX Cloud and Industry Experience Cloud platforms. They have also emphasized a previously released tool called Talkdesk AI Trainer, which simplifies the training process for AI models used in chatbots and virtual assistants.
Using Talkdesk AI Trainer, users can feed example conversations to the model, enabling it to learn how to respond optimally to customer questions. This tool also allows users to revise and monitor AI responses, ensuring adherence to company policies and ethical guidelines.
It’s worth noting that many enterprise technology vendors, including Talkdesk’s competitors like Zendesk, Genesys, Five9, and NICE, have also incorporated generative AI capabilities into their products. This move by Talkdesk aligns with the industry trend of using generative AI technology in contact center solutions.
One particular feature that stands out is the Data Augmentation tool, which Talkdesk claims can train AI data in seconds, significantly reducing the time required for users to tweak their AI models. If Talkdesk can truly achieve fine-tuning at such a rapid rate, it would be an impressive feat.
However, the integration of generative AI tools also raises security concerns. Vendors, including Talkdesk, must ensure the protection of sensitive data and implement safeguards against potential security threats. Another concern is the potential misuse of generative AI to trick virtual assistants and gain unauthorized access to organizational systems.
Fortunately, Talkdesk has made these new tools available as part of their existing pricing plans, with no additional cost for users of Talkdesk CX Cloud or Industry Experience Clouds.
So, Talkdesk is making some exciting AI advancements, but it’s important for them, and other vendors, to address the potential risks associated with this technology. Overall, generative AI capabilities are becoming increasingly common in the customer experience software landscape, and Talkdesk is clearly keeping up with the competition in this regard.
I’m Mary Reines, reporting on customer experience and unified communications for TechTarget Editorial. Before joining TechTarget, I served as the arts editor at the Marblehead Reporter.