Talkdesk Launches AI Trainer, The First ‘human-in-the-loop’ Tool for Contact Centers
Talkdesk®, Inc., the cloud contact center for innovative enterprises, today launched Talkdesk AI TrainerTM, the first human-in the-loop (HITL) tool for contact centers. While most artificial intelligence (AI) systems require the employment of highly specialized data scientists, the powerful 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.
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 the first HITL tool 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. However well a model performs in the lab, its performance drops precipitously once it hits real customer data. Therefore, machine learning models need to be constantly re-trained using human assistance to keep pace. 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.
“AI has game changing potential but AI systems are not perfect. Human-in-the-loop AI training can fill-in the gaps that machines might miss,” said Zeus Kerravala, founder and principal analyst, ZK Research. “In this new AI era, Talkdesk continues to deliver state-of-the art products that will decrease cost and improve CX.”
Talkdesk’s vision of reaching 80% automation is bolstered by its AI and automation products. These range from self service tools - Virtual Agent Voice and Virtual Agent Digital - through to agent empowerment tools, including Agent Assist, Screen Recording and Quality Management. Customer insight tools include Customer Feedback Management and Speech Analytics, which feature prominently in Talkdesk’s suite of AI enabled products.
The launch of Talkdesk AI Trainer comes during a period of unprecedented growth and momentum for Talkdesk. Since its inception in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. Talkdesk has been recognized as a Leader by Gartner in the inaugural multi-regional 2020 Magic Quadrant for Contact Center as a Service (CCaaS), named a Leader in the 2020 Forrester Wave for CCaaS, named to the 2020 Forbes Cloud 100 list and recently secured $143 million in Series C funding, increasing the company’s valuation to more than $3 billion.
Talkdesk is revolutionizing the customer service market with Talkdesk CX Cloud™, the industry’s first and only modern, global end-to-end customer experience solution. By combining enterprise performance at scale with consumer simplicity, CX Cloud allows companies to easily adapt contact center operations to the evolving needs of support and sales teams and their end-customers , resulting in increased productivity, customer satisfaction and cost saving. Talkdesk CX Cloud offers a dynamic customer experience platform powered by artificial intelligence (AI), a white-glove approach to comprehensive business services and simple, seamless integration capabilities with more than 60 business systems, including the deepest Salesforce integration. Talkdesk CX Cloud sets a new benchmark for the contact center solutions market with enterprise scalability, security and reliability, backed by the industry’s only 100% uptime Service Level Agreement.
- See Talkdesk as a Leader by Gartner in the 2020 Magic Quadrant for Contact Center as a Service (CCaaS) and other recent awards and recognition
- Hear direct from customers why they selected Talkdesk CX Cloud and the difference it has made in their contact centers
- Talkdesk recently announced $143 million in Series C funding, increasing the company’s valuation to more than $3 billion.
Tweet This: .@Talkdesk AI Trainer launched, the first ‘human-in-the-loop’ tool for contact centers, empowering agents to improve #AI models through clicks, not code
- Web: https://www.talkdesk.com
- Blog: https://www.talkdesk.com/blog/
- Twitter: https://twitter.com/Talkdesk
- LinkedIn: https://www.linkedin.com/company/talkdesk/
- Facebook: https://www.facebook.com/Talkdesk/
- Instagram: https://www.instagram.com/Talkdesk/
Talkdesk® is the cloud contact center for innovative enterprises. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at www.talkdesk.com.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
About Business Wire
(c) 2018 Business Wire, Inc., All rights reserved.
Business Wire, a Berkshire Hathaway company, is the global leader in multiplatform press release distribution.
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Alira Health Strengthens Its Growth Strategy With a $35M Funding, Led by Creadev12.4.2021 15:00:00 CEST | Press release
Alira Health (www.alirahealth.com), a leading international advisory firm dedicated to advancing healthcare and life sciences, announced it has closed a $35M equity financing led by Creadev, an evergreen investment company backed by the Mulliez family. This new partnership will help accelerate the firm’s growth strategy, focused on merging pharmaceutical, medical and digital technologies development with medical care through a patient-centric approach. “I would like to thank our team of investors for joining our mission to enable healthcare transformation. Their investment positions us to change the way life sciences advisory services are delivered,” said Gabriele Brambilla, Chief Executive Officer and Co-Founder of Alira Health. “We are building a powerful continuum of services that spans the product and solutions development life cycle, supported by the recent additions of our patient engagement, real-world evidence and advanced analytics practices. This financing allows us to advanc
KD Pharma Acquires Phytoextract and CBD Manufacturing Assets12.4.2021 14:45:00 CEST | Press release
The KD Pharma Group has acquired the manufacturing assets of a Swiss-based cannabinoid manufacturer. The assets give KD Pharma access to technology for producing Active Pharmaceutical Ingredients (APIs) based on phytocannabinoids and other plant extracts. The technology further expands KD’s lipid technology portfolio and can be used in combination with KD’s other fractionation and separation technologies. “KD Pharma is a leader in lipid technology focused primarily on omega-3s, but our technology suite has applications in other lipid sources like cannabinoids,” said Oscar Groet, CEO of the KD Pharma Group. “We have committed to expanding our technology portfolio to develop APIs from cannabinoids and plant extracts,” Groet continued, “and these assets give KD Pharma additional pathways to develop new products for this emerging market.” The KD Pharma Group has also licensed a novel extraction method from Herbolea Biotech S.r.l. and expects to have a complete, licensed cGMP manufacturing
Globality and BT Sourced Announce New Partnership to Unleash the Power of Procurement12.4.2021 14:00:00 CEST | Press release
Through a new partnership with Globality and BT’s new procurement company, BT Sourced, BT launched Globality’s AI-powered Smart Sourcing® Platform to transform how BT employees source and procure services. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210412005173/en/ “BT’s changing and so is procurement. Digitization is the driving force for long-term growth and value to the BT customer and operating model,” said Cyril Pourrat, Chief Procurement Officer, BT. “Partnering with Globality will help us to embrace digital technology and simplify our processes.” “Having immediate access to our current suppliers and Globality’s diverse global network will bring agility and new value to our teams,” added Pourrat. BT now uses Globality’s AI advisor, Glo™, to quickly and easily source the best suppliers for consulting, marketing, IT, HR, legal and other service categories. “BT is revolutionizing the way it sources services in order t
FLIR Wins DARPA Contract Worth Up to $20.5M to Develop Revolutionary New Protective Fabrics for Chem-Bio Defense12.4.2021 14:00:00 CEST | Press release
FLIR Systems, Inc. (NASDAQ: FLIR) announced it has won a contract with the Defense Advanced Research Projects Agency (DARPA) to rapidly develop novel fabrics with embedded catalysts and chemistries that can fight and reduce chemical and biological threats upon contact. The revolutionary fabrics will be incorporated into protective suits and other equipment such as boots, gloves, and eye protection that can be worn by troops on the battlefield, medical experts, healthcare workers, and more. FLIR received $11.2 million in initial funding for the potential five-year effort worth up to $20.5 million, including options. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210412005140/en/ The Personalized Protective Biosystems (PPB) program will create fabrics with built-in ability to fight chemical and biological agents, from VX to chlorine gas to Ebola virus. The revolutionary fabrics being developed by FLIR Systems will be incorpora
Mirum Pharmaceuticals and Vivet Therapeutics Enter into Exclusive Worldwide Option and License Agreement for Vivet’s Gene Therapy Programs Targeting Progressive Familial Intrahepatic Cholestasis12.4.2021 14:00:00 CEST | Press release
Mirum Pharmaceuticals, Inc. (Nasdaq: MIRM) and Vivet Therapeutics (“Vivet”) announced today an agreement whereby Mirum has the exclusive option to develop and subsequently commercialize Vivet’s two proprietary AAV gene therapy programs for progressive familial intrahepatic cholestasis (PFIC), subtypes 3 and 2. The two programs, VTX-803 and VTX-802, are currently being evaluated in preclinical studies by Vivet, a privately-held gene therapy biotechnology company. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210412005354/en/ Under the terms of the agreement, Vivet will continue to advance the preclinical studies for VTX-803 and VTX-802 for PFIC3 and PFIC2, respectively. Mirum has the exclusive option to license the programs after which Mirum would lead the clinical development and any future commercialization of the programs. Until that time, Mirum will provide funding to support the continued research and development costs
Riffyn Launches Riffyn Nexus v4.2 to Strengthen Bioprocess Data Integrity With Automated Data Validation12.4.2021 13:50:00 CEST | Press release
Riffyn's pioneering cloud-based process data system for Intelligent Process Development has been upgraded with more powerful capabilities. The new features in Riffyn Nexus v4.2 enable customers to validate data real-time at a large scale with the ability to trace the root cause of an anomaly. Data integrity in process development is critical to rapid, high-quality drug and biotech product development. Inadequate data can mislead decisions and cost tens of million dollars in lost time, resources, and investment by sending an entire product development program down the wrong path. "Riffyn Nexus now gives the complete package of capabilities needed for process developers to ensure data integrity in their decision-making, while preserving their agility to innovate," said Riffyn CEO Timothy Gardner. "The new features in Riffyn Nexus automatically check all the collected data on each experiment in real-time — 3,300 samples, parameters, or measurements checked per second." Riffyn Nexus has al
The Estée Lauder Companies Announces Retirement of Alexandra Trower, Executive Vice President, Global Communications12.4.2021 13:00:00 CEST | Press release
Today,The Estée Lauder Companies (NYSE:EL) (ELC) announced that after 13 years with the company, Alexandra (Alex) Trower, Executive Vice President, Global Communications, will retire effective July 1, 2021. The successor to Alex’s role will be announced at a later date. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210412005450/en/ Alex Trower, Executive Vice President, Global Communications, The Estée Lauder Companies, announces retirement. (Photo: Business Wire) “Alex has been a highly respected thought-leader, collaborative partner, and a trusted senior business advisor,” said Fabrizio Freda, President and CEO, The Estée Lauder Companies. “Leveraging her deep expertise across financial, corporate, consumer and crisis communications, Alex has continuously evolved our strategic communications priorities to drive and support the rapid growth of our business. She built a truly outstanding, global, multi-disciplinary organiza