Jun 24, 2021 MetriNote – Talkdesk Unveils AI Solution for Retailers
What’s the news?
June 15, 2021 – Talkdesk announced Talkdesk Retail Smart, a solution for retailers that provides automated and secure self-service options for customers, leaving live agents to focus on higher-touch, revenue-generating interactions. The service comprises the following:
- Self-service – Artificial intelligence (AI)-powered knowledge bases, conversational chatbots, and virtual voice agents used for order status, delivery, returns, and more.
- Escalation identification – Using real-time intent and sentiment monitoring, the service identifies when customers must be elevated to live agents.
- Agent assist – When customers need a live agent, AI-enabled tools complement agents with shopper information, product details, best next actions, upsell, smart notes, transcriptions and more. They also receive context so customers don’t have to repeat themselves.