Talkdesk introduces AI Trainer, enabling enterprises to successfully resolve more cases through automation
Talkdesk, Inc., the cloud contact center for innovative enterprises, is launching Talkdesk AI Trainer, a human-in the-loop (HITL) tool for contact centers.
While most artificial intelligence (AI) systems require the employment of highly specialized data scientists, the simplicity of Talkdesk AI Trainer allows agents with domain knowledge to improve the AI models autonomously.
As a result, enterprises can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case, and increases customer satisfaction, according to the vendor.
Human-in-the-loop systems—in which humans provide information and knowledge for AI training—are essential for many applications and the ongoing maturation of AI in the contact center.
Talkdesk AI Trainer is one of the first HITL tools to be included in the operational flow of contact centers. Within Talkdesk AI Trainer, dashboards display the performance of each AI model and indicate where each model needs additional training. An easy-to-use interface allows non-technical staff with domain or business expertise to improve automation performance.
“By lowering the barrier to AI adoption in contact centers, Talkdesk AI Trainer is revolutionizing the way companies implement, maintain and customize their AI models for automation,” said Charyana Kannan, chief product officer, Talkdesk. “Enterprises no longer need to hire highly specialized data scientists to program their machine learning models. With AI Trainer, enterprises become autonomous by leveraging their internal customer service subject matter experts—agents and supervisors—to embed knowledge into their existing AI architecture. Talkdesk AI Trainer signifies a bold move into the future of work, where agents are empowered to join the era of AI.”
Talkdesk AI Trainer moves Talkdesk one step further in its quest to automate 80% of customer interactions.
To reach 80% automation, machine learning models such as intent detection, sentiment detection, and speech-to-text need to improve continuously over time. Talkdesk AI Trainer is baked into the Talkdesk platform and can be used by anyone to re-train their machine learning models for the purpose of increased efficiency.
For more information about this news, visit www.talkdesk.com.