Talkdesk, a provider of AI-powered CX technology for enterprises, is enhancing its Customer Experience Automation (CXA) platform with the launch of Automation Flows, an orchestration engine that automates workflows across backend systems, and an extension of Talkdesk Autopilot’s agentic AI capabilities to the email channel.
“These innovations deepen Talkdesk’s execution layer, connecting customer interactions directly to backend workflows and enabling AI agents to independently carry requests through to completion in any channel,” officials said.
Automation Flows is a code-free orchestration engine designed to connect customer interactions and extended workflows to third-party systems to ensure multi-step processes execute to completion across systems. By aligning fully contextualized execution with key business cases, this layer drives impactful results when they matter most, empowering agentic AI and traditional event-driven automation, the company said.
This enables long-running business processes in which customer interactions trigger document collection, compliance validation, underwriting decisions and coordinated updates across CRM and loan systems, all governed within a single workflow, officials said.
In addition, extending agentic AI to the email channel is intended to bring autonomous resolution to a complex and high-volume support touchpoint. Autopilot uses reasoning to interpret intent, analyze content and determine appropriate action. It’s designed to verify data, update accounts and send a final resolution, all without a human agent touching the ticket, the company said.
“Some of the hardest problems in customer experience happen in the inbox,” said Tiago Paiva, CEO and founder of Talkdesk. “Email is high-volume, high-context and deeply operational. By extending agentic AI to email, we’re bringing autonomous resolution to the channel where complexity and scale are highest, ensuring customer requests are not just understood, but fully executed. With Automation Flows, organizations can design and deploy sophisticated, cross-system workflows without custom development. It removes the complexity that has historically slowed automation across the enterprise.”
The advancements extend automation across voice, chat, SMS and email.
Talkdesk CXA is a multi-agent platform that’s designed to automate and scale service, sales and support processes across the entire CX lifecycle, bridging the gap between contact center and back office. It’s intended to orchestrate a network of AI agents to seamlessly automate complex work at scale. Its modular design enables deployment of new agents, response to changing demands, and refined performance over time.
“Behind it all, the Talkdesk Data Cloud provides the real-time context agents need to act intelligently and improve with every interaction,” officials said.
