CA-TALKDESK
4.6.2024 15:01:27 CEST | Business Wire | Press release
Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, is leading the charge to rid the world of bad CX with the launch of generative AI (GenAI)-powered Talkdesk Navigator and mood insights, today at Customer Contact Week Las Vegas 2024.
Harnessing the power of GenAI, Talkdesk is paving the way for hyper-personalized customer experiences that dynamically adjust content, offers, and recommendations based on each customer's unique profile, history, usage patterns, location, demographics, and even current emotional state. Talkdesk Navigator makes it simple to create new, as well as improve existing, customer journeys, providing brands with intuitive, conversational, and context-aware interaction orchestration. Mood insights, a feature of Talkdesk Interaction Analytics™, evaluates customers' emotional states throughout an interaction, speeding time to resolution and improving customer satisfaction.
Talkdesk Navigator provides GenAI-powered routing and is the first point of contact when customers engage with customer support or sales. It autonomously manages and prioritizes incoming inquiries based on real-time context. Using natural conversation, Talkdesk Navigator can understand customer requests and then automatically deliver the ideal experience for every customer, every time.
Customers simply tell Talkdesk Navigator what they need or want to accomplish, in their own words, without being forced into complex, rigid, and frustrating interactive voice response (IVR) menus. For administrators, Talkdesk Navigator eliminates the tedious setup and iterations required to build natural, efficient customer experiences. With no training required, it can understand naturally and initiate the most efficient path to resolution.
Talkdesk Interaction Analytics reviews customer conversations for topics and sentiment trends without setup. With GenAI, it detects emerging topics, uncovering valuable insights and opportunities—even the unexpected ones. The addition of mood insights allows contact centers to now capture the complexity of human feelings and provide emotional analysis at the beginning and end of the interaction—and the reason why those emotions may have changed. Agents can better support customers, and operational leaders can understand which behaviors to emphasize in order to improve agent performance
Traditional sentiment analysis generally lumps a customer’s emotional state into three broad categories—positive, negative, and neutral—and neglects the nuances of emotion that often change throughout the interaction. Powered by a large language model (LLM), the Talkdesk GenAI-powered mood insights captures feelings like gratitude, annoyance, and relief. By understanding the reason why customer emotions change during an interaction, contact centers can tailor their interactions and mitigate potential issues more precisely and accurately.
Talkdesk has been serving up practical AI in the contact center since 2018. Talkdesk Navigator and mood insights follow recent introductions of several other groundbreaking and industry-first GenAI innovations in CX from the company, including Talkdesk Ascend Connect, Talkdesk Autopilot for Banking, Talkdesk Autopilot for Retail, and Talkdesk Autopilot for Healthcare.
Supporting Quotes
Zeus Kerravala, founder and principal analyst of ZK Research, commented: “Generative AI has had a profound impact on how companies support and service their customers, and we’re really just beginning to see what’s possible. Talkdesk Navigator and mood insights are at the forefront of this new era of hyper-personalized customer experience that moves us away from hard-to-use interactive voice response systems toward a more natural, customized, and easier engagement with brands. This should be a natural progression for any company looking to transform the customer journey.”
Tiago Paiva, chief executive officer and founder of Talkdesk, said: "Generative AI has opened up new possibilities for CX and is rewriting the rules of customer engagement. Traditional personalization is no longer enough. Customers expect interactions tailored to their unique preferences and emotions. With Talkdesk Navigator and mood insights, we're empowering organizations to deliver hyper-personalized experiences with AI that drive deeper connections that foster lasting customer loyalty."
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240604367824/en/
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Mobix Labs Signs Definitive Agreement to Acquire Vision Aerial, Accelerating Global Drone Platform for National Security and Aerial Intelligence24.7.2026 13:00:00 CEST | Press release
Transaction accelerates Mobix Labs’ global aerial intelligence strategy and National Security Matters Initiative Mobix Labs, Inc. (Nasdaq: MOBX) today announced that it has signed a definitive agreement to acquire Vision Aerial, Inc., a U.S.-based designer and manufacturer of American-built, National Defense Authorization Act (NDAA)-compliant unmanned aerial systems. The definitive agreement moves the transaction beyond the previously announced letter of intent and represents a major step toward closing an acquisition that would expand Mobix Labs into one of the world’s most important technology growth markets: secure drones, autonomous aerial systems and aerial intelligence for national security, critical infrastructure, energy, public safety, industrial inspection and government operations. Vision Aerial’s customers and end-users include the U.S. Air Force, U.S. Navy, government agencies, energy and utility operators, research institutions and other organizations requiring performanc
Enhertu® Plus Pertuzumab Recommended for Approval in the EU by CHMP as First-Line Treatment for Patients with HER2 Positive Metastatic Breast Cancer24.7.2026 13:00:00 CEST | Press release
Recommendation based on DESTINY-Breast09 phase 3 trial results that showed Enhertu plus pertuzumab reduced the risk of disease progression or death by 44% versus THP with a median progression-free survival exceeding three years If approved, Daiichi Sankyo and AstraZeneca’s Enhertu plus pertuzumab would become first new treatment in the EU in more than a decade for first-line HER2 positive metastatic breast cancer Enhertu® (trastuzumab deruxtecan) in combination with pertuzumab has been recommended for approval in the European Union (EU) for the first-line treatment of adult patients with unresectable or metastatic HER2 positive (immunohistochemistry [IHC] 3+ or in-situ hybridization [ISH]+) breast cancer. Enhertu is a specifically engineered HER2 directed DXd antibody drug conjugate (ADC) discovered by Daiichi Sankyo (TSE: 4568) and being jointly developed and commercialized by Daiichi Sankyo and AstraZeneca (LSE/STO/NYSE: AZN). The Committee for Medicinal Products for Human Use (CHMP)
SLB Announces Second-Quarter 2026 Results24.7.2026 12:50:00 CEST | Press release
Revenue of $8.97 billion increased 3% sequentially and 5% year on year GAAP EPS of $0.52 increased 4% sequentially and decreased 30% year on year EPS, excluding charges and credits, of $0.55 increased 6% sequentially and decreased 26% year on year Net income attributable to SLB of $786 million increased 5% sequentially and decreased 22% year on year Adjusted EBITDA of $1.90 billion increased 7% sequentially and decreased 7% year on year Cash flow from operations was $1.36 billion and free cash flow was $716 million Board approved quarterly cash dividend of $0.295 per share SLB (NYSE: SLB) today announced results for the second-quarter 2026. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260722694386/en/ The exterior of the SLB headquarters in Houston, Texas.Second-Quarter Results(Stated in millions, except per share amounts)Three Months EndedChangeJun. 30, 2026Mar. 31, 2026Jun. 30, 2025SequentialYear-on-yearRevenue $8,972 $8
NIQ Expands GenAI Capabilities Across gfknewron, Turning Trusted Intelligence into Decisions Faster24.7.2026 12:30:00 CEST | Press release
New capabilities help businesses uncover trends faster, simplify complex analysis, and accelerate confident decision-making NIQ (NYSE: NIQ), a leader in consumer intelligence, today announced the expansion of AI-powered Smart Insights across its gfknewron® platform. By bringing together markets and categories into a single view, gfknewron enables businesses to transform complex market, consumer and supply chain data into clear, actionable intelligence quickly. The latest enhancements help users identify trends, opportunities and performance drivers more quickly, reducing the time required to analyze large datasets and accelerating confident decision-making across teams. As brands and retailers face growing pressure to respond quickly to changing consumer behavior and market dynamics, the ability to unlock meaningful insights from increasingly rich datasets has become a significant competitive advantage. As AI is only as effective as the intelligence behind it, Smart Insights helps busi
Thales to Strengthen Romania’s Airspace Protection With Twelve Ground Master 200 MM/A Radars24.7.2026 10:05:00 CEST | Press release
The Romanian General Directorate for Armaments and the French Direction Générale de l’Armement (DGA – the French defence procurement agency) have signed an agreement to supply twelve Thales GM200 Multi-Mission All-in-one (GM200 MM/A) radars to protect the Romanian airspace. This government-to-government agreement underlines the high level of partnership between France and Romania, within the framework of the European Union’s SAFE funding programme, in order to bolster Europe’s defence capabilities. The GM200 MM/A is part of Thales’ proven Ground Master radar family, which has already been deployed in over 40 countries, including now in Romania. In a context of growing collaboration between European nations to bolster collective security, the Romanian General Directorate for Armaments has just signed a landmark agreement with France’s Direction Générale de l’Armement (DGA) to acquire twelve Thales Ground Master 200 Multi-Mission All-in-one (GM200 MM/A) radars. This government-to-governm
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom