Bad customer experiences (CXs) are a nightmare for many customers. They leaves people feeling frustrated, angry and even betrayed.
Bad CXs are also a nightmare for companies because they're often the result of a company's all-around failure to meet customers' expectations. This can be due to a variety of factors, such as poor customer service, faulty products or inconvenient processes.
There’s also the financial burden. When a customer has a bad experience, it damages their relationship with the company and makes them less likely to do business with them in the future. In some cases, bad CXs even leads to negative word-of-mouth, which further damages a company's reputation.
Companies like Talkdesk Inc., a global provider of AI-powered CX technology that serves enterprises of all sizes, are on a mission to remove bad CXs in their entirety. To accomplish that, Talkdesk enhanced its Talkdesk AI portfolio with Talkdesk AI Rewriter and Talkdesk AI Translator.
Talkdesk AI Rewriter ensures that agents adhere to company standards when communicating with customers. By analyzing agent responses, the tool identifies and corrects any deviations from established guidelines to help maintain consistent and professional interactions.
Talkdesk AI Translator breaks down language barriers to allow customers to communicate with agents in their preferred language. This automated translation feature supports various digital channels, including email, chat and SMS.
For example, a customer can send a message in French to an English-speaking agent, and the tool will translate the message into English for the agent and back into French for the customer.
Companies expanding into new markets can easily engage with customers in their local language without requiring agents to be multilingual. Additionally, businesses operating in high-cost regions can reduce labor costs by resourcing agents from more affordable locations.
“When a customer engages with an agent, the interaction should be authentic and easy on both sides,” said Tiago Paiva, CEO and founder of Talkdesk. “Customer experience isn’t one-size-fits-all, so we must deliver AI innovation that adapts to how customers want to engage with agents while helping agents provide a more efficient yet personalized service. From day one, Talkdesk AI Rewriter and Talkdesk AI Translator can help enterprises create better, more meaningful connections with their customers.”
Talkdesk AI Rewriter and Talkdesk AI Translator are part of Talkdesk Copilot, an AI-powered assistant that guides agents through customer interactions and helps them resolve inquiries more efficiently. Copilot is available to enterprises using the Talkdesk CX Cloud and Talkdesk Industry Experience Clouds, as well as on-premises contact centers through Talkdesk Ascend Connect.
With these enhancements, enterprises meet consumers’ growing demand for hyper-personalized, modern customer experiences.
Edited by
Alex Passett
