Talkdesk Launches AI Trainer, the First ‘Human-in-the-Loop’ Tool for Contact Centers
- Talkdesk AI Trainer enables enterprises to successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction
- Talkdesk AI Trainer empowers enterprises to upskill their agents to become artificial intelligence (AI) expert trainers, leveraging product and customer knowledge—signifying a bold move into the future of work, where agents are empowered to join the era of AI
- New addition to Talkdesk AI portfolio moves company one step further in its vision to automate 80% of customer interactions
Talkdesk®, Inc., the cloud contact center for innovative enterprises, today launched Talkdesk AI TrainerTM, the first human-in the-loop (HITL) tool for contact centers. While most artificial intelligence (AI) systems require the employment of highly specialized data scientists, the powerful simplicity of Talkdesk AI Trainer allows agents with domain knowledge to improve the AI models autonomously. As a result, enterprises can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction.
Human-in-the-loop systems—in which humans provide information and knowledge for AI training—are essential for many applications and the ongoing maturation of AI in the contact center. Talkdesk AI Trainer is the first HITL tool to be included in the operational flow of contact centers. Within Talkdesk AI Trainer, dashboards display the performance of each AI model and indicate where each model needs additional training. An easy-to-use interface allows non-technical staff with domain or business expertise to improve automation performance.
“By lowering the barrier to AI adoption in contact centers, Talkdesk AI Trainer is revolutionizing the way companies implement, maintain and customize their AI models for automation,” said Charyana Kannan, chief product officer, Talkdesk. “Enterprises no longer need to hire highly specialized data scientists to program their machine learning models. With AI Trainer, enterprises become autonomous by leveraging their internal customer service subject matter experts—agents and supervisors—to embed knowledge into their existing AI architecture. Talkdesk AI Trainer signifies a bold move into the future of work, where agents are empowered to join the era of AI.”
Talkdesk AI Trainer moves Talkdesk one step further in its quest to automate 80% of customer interactions. To reach 80% automation, machine learning models such as intent detection, sentiment detection and speech-to-text need to improve continuously over time. However well a model performs in the lab, its performance drops precipitously once it hits real customer data. Therefore, machine learning models need to be constantly re-trained using human assistance to keep pace. Talkdesk AI Trainer is baked into the Talkdesk platform and can be used by anyone to re-train their machine learning models for the purpose of increased efficiency.
“AI has game changing potential but AI systems are not perfect. Human-in-the-loop AI training can fill-in the gaps that machines might miss,” said Zeus Kerravala, founder and principal analyst, ZK Research. “In this new AI era, Talkdesk continues to deliver state-of-the art products that will decrease cost and improve CX.”
Talkdesk’s vision of reaching 80% automation is bolstered by its AI and automation products. These range from self service tools – Virtual Agent Voice and Virtual Agent Digital – through to agent empowerment tools, including Agent Assist, Screen Recording and Quality Management. Customer insight tools include Customer Feedback Management and Speech Analytics, which feature prominently in Talkdesk’s suite of AI enabled products.
The launch of Talkdesk AI Trainer comes during a period of unprecedented growth and momentum for Talkdesk. Since its inception in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. Talkdesk has been recognized as a Leader by Gartner in the inaugural multi-regional 2020 Magic Quadrant for Contact Center as a Service (CCaaS), named a Leader in the 2020 Forrester Wave for CCaaS, named to the 2020 Forbes Cloud 100 list and recently secured $143 million in Series C funding, increasing the company’s valuation to more than $3 billion.
Talkdesk is revolutionizing the customer service market with Talkdesk CX Cloud™, the industry’s first and only modern, global end-to-end customer experience solution. By combining enterprise performance at scale with consumer simplicity, CX Cloud allows companies to easily adapt contact center operations to the evolving needs of support and sales teams and their end-customers , resulting in increased productivity, customer satisfaction and cost saving. Talkdesk CX Cloud offers a dynamic customer experience platform powered by artificial intelligence (AI), a white-glove approach to comprehensive business services and simple, seamless integration capabilities with more than 60 business systems, including the deepest Salesforce integration. Talkdesk CX Cloud sets a new benchmark for the contact center solutions market with enterprise scalability, security and reliability, backed by the industry’s only 100% uptime Service Level Agreement.
Additional Resources:
- See Talkdesk as a Leader by Gartner in the 2020 Magic Quadrant for Contact Center as a Service (CCaaS) and other recent awards and recognition
- Hear direct from customers why they selected Talkdesk CX Cloud and the difference it has made in their contact centers
- Talkdesk recently announced $143 million in Series C funding, increasing the company’s valuation to more than $3 billion.
About Talkdesk
Talkdesk® is the cloud contact center for innovative enterprises. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at www.talkdesk.com.
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.
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (9) Apply 8x8 filter
- Alcatel-Lucent Enterprise (17) Apply Alcatel-Lucent Enterprise filter
- AT&T (3) Apply AT&T filter
- AudioCodes (8) Apply AudioCodes filter
- Avaya (63) Apply Avaya filter
- Cisco (69) Apply Cisco filter
- Five9 (27) Apply Five9 filter
- Fuze (4) Apply Fuze filter
- Genesys (32) Apply Genesys filter
- HP (7) Apply HP filter
- IBM (19) Apply IBM filter
- Logitech (4) Apply Logitech filter
- Lumen (3) Apply Lumen filter
- Masergy (2) Apply Masergy filter
- Microsoft (58) Apply Microsoft filter
- Mitel (58) Apply Mitel filter
- NEC (14) Apply NEC filter
- Nectar (2) Apply Nectar filter
- Polycom (4) Apply Polycom filter
- RingCentral (24) Apply RingCentral filter
- Sennheiser (4) Apply Sennheiser filter
- Slack (4) Apply Slack filter
- Tata Communications (5) Apply Tata Communications filter
- Unify (23) Apply Unify filter
- Vonage Business (26) Apply Vonage Business filter
- Yealink (2) Apply Yealink filter
- Zoom (11) Apply Zoom filter
- Acme Packet (1) Apply Acme Packet filter
- Aspect (4) Apply Aspect filter
- BT (1) Apply BT filter
- CaféX (3) Apply CaféX filter
- CallTower (1) Apply CallTower filter
- Clarity Connect (2) Apply Clarity Connect filter
- Damaka (1) Apply Damaka filter
- Dimension Data (9) Apply Dimension Data filter
- Empirix (1) Apply Empirix filter
- Enghouse Interactive (4) Apply Enghouse Interactive filter
- Inference Solutions (3) Apply Inference Solutions filter
- IntelePeer (3) Apply IntelePeer filter
- Jive (4) Apply Jive filter
- Kurmi Software (2) Apply Kurmi Software filter
- Lifesize (2) Apply Lifesize filter
- Mavenir (1) Apply Mavenir filter
- Modality Systems (1) Apply Modality Systems filter
- Netfortris (1) Apply Netfortris filter
- NewVoiceMedia (3) Apply NewVoiceMedia filter
- Nureva (1) Apply Nureva filter
- NUWAVE (1) Apply NUWAVE filter
- SIPPIO (1) Apply SIPPIO filter
- Snom (2) Apply Snom filter
- Star2Star (1) Apply Star2Star filter
- StarLeaf (2) Apply StarLeaf filter
- TekVizion (1) Apply TekVizion filter
- Verint (12) Apply Verint filter
- Voice4Net (1) Apply Voice4Net filter
- 3CX (1) Apply 3CX filter
- Bandwidth (1) Apply Bandwidth filter
- Calabrio (3) Apply Calabrio filter
- ESI (1) Apply ESI filter
- Esna (6) Apply Esna filter
- GUnify (2) Apply GUnify filter
- Highfive (2) Apply Highfive filter
- Huawei (2) Apply Huawei filter
- Logmein (2) Apply Logmein filter
- Metropolis Technologies (1) Apply Metropolis Technologies filter
- Mutare (1) Apply Mutare filter
- NextPlane (2) Apply NextPlane filter
- Ooma (1) Apply Ooma filter
- Patton (3) Apply Patton filter
- Radisys (1) Apply Radisys filter
- SMART (4) Apply SMART filter
- TrueConf (1) Apply TrueConf filter
- UJET (7) Apply UJET filter
- Voximplant (2) Apply Voximplant filter
CONTENT TYPE
- BC Expert Insights Market (9) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (7) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (0)
- BC Expert Insights Solution (1) Apply BC Expert Insights Solution filter
- BC Expert Insights Vendor (54) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (71) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (23) Apply BC Expert Roundtable filter
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (0)
- Buyer Guide (0)
- Case Study (3) Apply Case Study filter
- Executive Interview (26) Apply Executive Interview filter
- Expert Roundtable (179) Apply Expert Roundtable filter
- Guest Contributions (0)
- Multimedia (1) Apply Multimedia filter
- News Analysis (9) Apply News Analysis filter
- Newsfeed Article (0)
- Newsfeed Article (0)
- Thought Leadership (0)
- Vendor Collateral (1) Apply Vendor Collateral filter
- Vendor Resource Best Practices (0)
- Vendor Resource Buyers Guides (0)
- Vendor Resource Multimedia Content (0)
- Vendor Resource White Paper (3) Apply Vendor Resource White Paper filter
- Webinar (1) Apply Webinar filter
- Webinars (1) Apply Webinars filter
- White Paper (8) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (34) Apply Banking And Investment filter
- Education (26) Apply Education filter
- Energy And Utilities (11) Apply Energy And Utilities filter
- Finance (1) Apply Finance filter
- Government (23) Apply Government filter
- Healthcare (29) Apply Healthcare filter
- Hospitality (25) Apply Hospitality filter
- Insurance (6) Apply Insurance filter
- Manufacturing (4) Apply Manufacturing filter
- Media/Publishing (10) Apply Media/Publishing filter
- None (0)
- Professional Services (33) Apply Professional Services filter
- Retail & Distribution (30) Apply Retail & Distribution filter
- Technology (44) Apply Technology filter
- Transportation (1) Apply Transportation filter
Comments
There are currently no comments on this article.
You must be a registered user to make comments