Talkdesk Announces Guide to Transform Customer Experience With Knowledge Base Innovation

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Talkdesk, Inc., the cloud contact center for innovative enterprises, announced Talkdesk Guide, an intelligent knowledge base that transforms the way businesses organize and provide information to their agents and customers.

Powered by artificial intelligence (AI) from Talkdesk iQ, Guide seamlessly integrates information from disparate systems into one cohesive customer experience (CX) solution. Through the power of AI and flexibility of the cloud, Guide anticipates and interprets customer needs through trend analysis, natural language processing (NLP) and the digestion of multiple databases to dynamically personalize the self-service experience for each customer.

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“Modern knowledge bases must excel at leveraging AI as a business strategy to deliver accurate answers using a variety of interfaces from the traditional voice channel and standard website information to conversational self-service tools like virtual agents, chatbots and communities,” said Tiago Paiva, chief executive officer, Talkdesk. “Guide is a knowledge base solution with the flexibility of the cloud to consolidate multiple data sources to optimize each customer interaction with real-time recommendations.”

According to American Express, more than 60% of U.S. consumers cite their go-to channel for simple inquiries as a digital self-serve tool such as a website, mobile app, voice response system or online chat. The increase in customer self-service shows a shift in the relationship between company and customer. Guide offers a plug-and-play knowledge base that enhances self-service capabilities in applications such as chatbots and virtual agents. Additionally, Guide easily integrates with an existing knowledge base and combines other disparate databases, including CRMs such as Salesforce, into one unified customer service approach.

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As the complexity of a customer issue increases, customers are more likely to seek human interaction. The deep integration capabilities of Guide extends beyond self-service and operates as a powerful assistant to live agents. Paired with Talkdesk Agent Assist, Guide presents agents with the most relevant content and resolution recommendations in a real-time environment, empowering agents to efficiently deliver a personalized customer experience.

Guide utilizes the power of AI to synthesize information and data distributed across siloed databases, FAQs and third-party knowledge bases to deliver accurate, comprehensive content to agents and customers. Managed by a simple and user-friendly interface of clicks, not code, Guide enables users to easily create and maintain content that delivers specific business outcomes. Unlike inflexible, siloed knowledge bases that require substantial IT resources and manual coding to create and maintain articles, Guide harnesses the power of AI and NLP to easily turn information stored across disconnected systems into a comprehensive knowledge base.

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