Talkdesk launches Commerce Orchestration powered by Customer Experience Automation
Talkdesk, Inc. is introducing Customer Experience Automation (CXA)-powered Commerce Orchestration and launching a new Talkdesk Consumer Goods Experience Cloud.
According to the company, Commerce Orchestration turns every dialogue into a revenue opportunity. It leverages natural language to guide shoppers from discovery to purchase and loyalty, fulfilling the long-promised vision of conversational commerce.
CXA orchestrates a multi-agent flow to manage end-to-end customer conversations, rather than relying on handoffs across chatbots, agents, and systems. AI agents guide shoppers through product discovery, deliver real-time product or bundle recommendations, and drive cross-sell and upsell opportunities within the conversation flow.
CXA also recovers abandoned carts, including detecting abandonment signals and proactively re-engaging shoppers, supports conversational checkout, and automates post-purchase engagement, while seamlessly involving human agents for high-value, complex interactions.
By intelligently automating these high-impact use cases at scale, retailers achieve higher conversion rates, higher average order value, stronger entry into emerging AI channels, and more consistent customer experiences, the company said.
Additionally, the Talkdesk Consumer Goods Experience Cloud is a new, purpose-built platform for brand manufacturers, consumer packaged goods (CPG), fast-moving consumer goods (FMCG), and distributors operating across direct-to-consumer (D2C) and business-to-business (B2B) models.
It unifies customer, partner, consumer end-user, and operational interactions into a single, automated experience layer that supports both inbound and proactive outbound engagement to resolve issues faster while protecting and growing revenue, the company said.
The platform streamlines high-volume sales and service workflows, including orders, repairs, replenishment, invoicing, and delivery exceptions, reducing friction for customers and partners alike.
Powered by CXA, AI agents not only respond to inbound inquiries but also initiate outbound engagement, including supporting recall and compliance communications, and enable AI-assisted human outreach for B2B sales and account growth. Additionally, commerce-friendly tools enable businesses to maintain direct relationships with end-user consumers, delivering timely, personalized engagement that builds trust.
“Retailers and consumer goods brands are overwhelmed with AI tools, but what they really need is commerce orchestration,” said Michael Klein, head of retail, travel and hospitality product marketing at Talkdesk. “With Talkdesk Customer Experience Automation at the core, we’re moving beyond isolated interactions to coordinated, end-to-end conversations. The latest Retail Experience Cloud innovations and new Consumer Goods Experience Cloud show how agentic AI can glean comprehensive, real-time context, automate complexity, and deliver exceptional commerce experiences at scale, turning customer service into a growth engine.”
For more information about this news, visit www.talkdesk.com.