Talkdesk launches AI-driven tool to enhance knowledge bases

Talkdesk has unveiled its Knowledge Creator feature, utilising generative AI to improve the creation and maintenance of customer service knowledge bases.

The Knowledge Creator automatically identifies knowledge gaps and produces accessible resources, aiming to provide agents with the most up-to-date information effortlessly.

This tool transforms real-world interactions, such as conversations and transcripts, into AI-generated material, which ensures that both human and virtual agents possess relevant information readily available. The goal is to automate the traditionally manual process of maintaining knowledge bases.

Talkdesk Chief Executive Officer and Founder, Tiago Paiva, stated, "Customer service teams are sitting on a goldmine of unstructured customer conversation data, yet much remains untapped - trapped in transcripts, chat logs, and agent interactions, until now. With Talkdesk Knowledge Creator, we're breaking new ground by harnessing AI to rapidly identify and fill knowledge gaps in real time, transforming scattered data into actionable knowledge."

"For the first time, AI can automatically generate and validate knowledge that both virtual and human agents can rely upon - eliminating guesswork and inefficiencies. This is a major leap forward in how customer service teams manage knowledge at scale."

The new feature integrates into Talkdesk Knowledge Management and works by synthesising answers from multiple resources to generate a comprehensive response. It then undergoes human review before being deployed to enhance both virtual and live-assist interactions.

The initiative aims to improve various metrics within customer service operations, such as first contact resolution (FCR) and average handle time (AHT). According to research by IDC InfoBrief commissioned by Talkdesk, systems facilitating efficient customer self-help benefit all parties involved, indicating that well-structured knowledge bases can greatly enhance self-service and direct agent interactions.

Reduced interaction times are anticipated as the feature's automated workflows aim to cut down on hold times, which IDC identified as contributing to a significant portion of call durations and customer dissatisfaction.

An associated tool, Knowledge Scopes, complements the Knowledge Creator by allowing for precise delivery of information based on customer context and criteria such as service tier. This aims to streamline the process further by only providing the most relevant information, enhancing both self-service and live agent support capabilities.

By improving access to accurate answers, these advances are expected to increase customer satisfaction scores and lower the need for escalation in interactions involving virtual agents. Overall, these developments intend to optimise both the speed and accuracy of customer service engagements.