MetriNote – Talkdesk Unveils AI Solution for Retailers

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.

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