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Talkdesk Announces Generative AI Suite for On-Premises Environments

By Tracey E. Schelmetic April 11, 2024

Today, the global conversational AI and virtual assistant market represents the fastest-growing segment in current contact center forecasts, according to analyst group Gartner, with a projected 57.6% compound annual growth rate (CAGR) from 2022 through 2027. Many companies, however, are not in a position to take advantage of the growth of these technologies, as they have been unable to integrate them with their existing infrastructure and the constraints therein.

To overcome the limitation, AI contact center solutions provider Talkdesk, Inc. formally announced the launch of Talkdesk Ascend Connect, the company’s new generative artificial intelligence (GenAI) suite for on-premises environments. According to the company, Talkdesk Ascend Connect allows enterprises to harness the power of large language models (LLMs) and GenAI without overhauling their existing technology stack.

Talkdesk Ascend Connect’s GenAI suite is built of four components: Talkdesk Autopilot for conversational AI that can resolve complex queries autonomously, Talkdesk Copilot with a real-time virtual assistant for agents, Talkdesk Interaction Analytics to provide rich operational insights, and Talkdesk AI Trainer for responsible GenAI.

Unlike most solutions in the marketplace today, Talkdesk Ascend Connect can be used in "any enterprise contact center using legacy third-party on-premises contact center solutions," said the company.

What makes Talkdesk Ascend Connect unique is its no-code intuitive interface backed by Talkdesk AI Trainer and pre-built AI components. This allows information technology (IT) teams and developers to rapidly deploy, customize, and maintain GenAI models through simple drag-and-drop tools. This accelerates time-to-value without needing in-house data scientists or specialists with AI or machine learning (ML) expertise.

“Generative AI is revolutionizing customer experience by enabling personalized, data-driven interactions while dramatically enhancing contact center productivity,” said Tiago Paiva, CEO and founder at Talkdesk. “For many contact centers, however, adopting this game-changing technology has been difficult due to the complexities of integrating AI with on-premises infrastructure. Talkdesk Ascend Connect solves that challenge. Whether you want to fuel business expansion, elevate customer experiences, empower agents, or streamline operations, Talkdesk Ascend Connect’s flexible AI suite allows these enterprises to transform their CX strategy for the GenAI era.”

Edited by Alex Passett
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