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Talkdesk Proprietary & Confidential
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Talkdesk Proprietary & Confidential
Days After the Crisis Contact Center Capacity Agents needed with proper action
Number of Interactions
Interactions beyond contact center capacity Agents needed without proper action
1 2
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SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING
Talkdesk Proprietary & Confidential
SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING
Talkdesk Proprietary & Confidential
7
CRM / CSM Knowledge Base Conversational Transcript
Knowledge Graph
”BRAIN”
Customer Virtual Agent
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★ Give insights ★ Perform tasks ★ Intelligent Handoff to Live Agents ★ Human-like Experience
Talkdesk Proprietary & Confidential
Days After the Crisis
Contact Center Capacity
Number of Interactions Interactions beyond contact center capacity
SE beyond contact center capacity SE beyond contact center capacity
Talkdesk Proprietary & Confidential
SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING
Talkdesk Proprietary & Confidential
11
Mapping the right problem to the right agent
Optimization Enhancement Optimization Enhancement
Agent Super Agent
Brining the right insight at the right time
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12
CRM / CSM Knowledge Base Customer Conversational Transcript
Knowledge Graph
”BRAIN”
Agent
Agent Assist
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★ Next best actions ★ Automatic data entry ★ Smart notes ★ Error detection
Talkdesk Proprietary & Confidential
Days After the Crisis
Contact Center Capacity
Number of Interactions Interactions beyond contact center capacity
SUPER AGENTS Contact Center Capacity
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SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING
Talkdesk Proprietary & Confidential
PROACTIVE DIALLING
Days After the Crisis
Contact Center Capacity
Flatten Curve with proactive dialling Number of Interactions Interactions beyond contact center capacity Interactions pushed in time using dialer
2
1
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Eng ngagement Ente nterpri rise Colla
AI & Kno nowle ledge Ana naly lytic ics & Ins nsig ights Cus ustomer Eng ngagement
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Ta Talk lkdesk iQ iQ, , AI layer powering Talkdesk cloud suite
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