Talkdesk Puts Gen AI in the Driver’s Seat for Personalized Customer Journey

Customer service software provider Talkdesk is doubling down on generative AI to help companies deliver more personalized and emotionally intelligent support experiences. At the Customer Contact Week conference in Las Vegas, Talkdesk unveiled two new products that leverage large language models and other AI technologies. The offerings aim to tailor customer interactions based on factors like conversation history, user profile, location, and even detected mood and emotional state. The first product, called Talkdesk Navigator, is an AI-powered virtual assistant that manages incoming customer inquiries through natural conversation. Instead of navigating phone tree menus, customers can simply explain their issue or request in their own words. Talkdesk says Navigator uses generative AI