Talkdesk Announce the launch of Customer Experience Automation (CXA) platform

Talkdesk®, Inc. upended the customer experience (CX) market with the launch of Customer Experience Automation (CXA)—a new software category and platform purpose-built to automate the full complexity of modern customer journeys.

Customer Experience Automation goes far beyond traditional contact center as a service (CCaaS) and customer relationship management (CRM) solutions. This next-generation platform replaces fragmented, manually coordinated workflows with a unified system of intelligent, autonomous artificial intelligence (AI) agents. These agents collaborate in real time to orchestrate and resolve complex challenges across the entire customer experience lifecycle.

“For years, businesses have faced a false choice: deliver personalized service or operate efficiently at scale,” said Tiago Paiva, chief executive officer and founder of Talkdesk. “CXA ends that tradeoff. It’s not just automation—it’s coordinated, autonomous resolution of complex business problems with speed, scale, and impact, without sacrificing the personal touch customers expect.”

The pursuit of effective, scalable processes to solve complex customer situations isn’t new, but the specialization of tools and expertise to address them has often led to dated systems, siloed knowledge, and fragmented data—ultimately breaking the customer journey into disjointed pieces. Spotty attempts at automation have frequently resulted in a patchwork of disconnected bots and brittle integrations that deliver poor and inconsistent experiences, eroding customer trust rather than building it.

The Talkdesk CXA platform is engineered to shatter this paradigm. It introduces a new operating system for customer experience—built on multi-agent AI orchestration and fueled by the Talkdesk Data Cloud, which unifies structured and unstructured data across every customer interaction, channel, and system of record. By turning transcripts, call recordings, messages, and case notes (combined with customer data points from multiple CRMs and specialized systems) into actionable knowledge, the Data Cloud gives AI agents the context they need to solve real business problems intelligently, autonomously, and at scale.

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This foundation powers a virtuous cycle of automation: discover high-impact opportunities, build intelligent workflows, orchestrate coordinated teams of AI agents, and measure outcomes to drive continuous improvement.

With multi-agent orchestration, Talkdesk CXA moves beyond one-size-fits-all automation. Instead of relying on a single system or bot to handle everything, it deploys a network of specialized AI agents—each with a clear role, shared context, and the ability to collaborate in real time. This makes it possible to automate complex, cross-functional processes that span the front and back offices with precision, speed, and adaptability.

“With the launch of CXA, Talkdesk is taking a fundamentally different approach,” said Zeus Kerravala, founder of ZK Research. “Rather than simply layering AI onto legacy infrastructure, they have created a platform focused on autonomous, multi-agent orchestration. This innovation allows enterprises to automate complex workflows with precision—an area where traditional solutions often fall short.”

Talkdesk CXA is also built for speed. With preconfigured use cases, low- and no-code tooling, and both industry-specialized and general-purpose AI agents, organizations can go live fast and start seeing value quickly. Talkdesk CXA supports everything from cross-industry workflows to vertical-specific journeys in healthcare, financial services, retail, utilities, and government. Whether automating a single high-friction workflow or scaling across business units, it accelerates time to value.

As part of the Talkdesk CXA launch, Talkdesk also introduced a new AI agent for omnichannel campaigns. This agent automates high-volume outbound voice campaigns. Businesses can easily scale appointment reminders, billing alerts, service updates, and other time-sensitive communications without taking up live agents’ time. It’s a powerful way to improve reach, reduce costs, and deliver timely engagement across outbound service and sales use cases.

“The customer experience bar is higher than ever, and getting it right is no longer a differentiator—it’s essential for survival,” stated Paiva. “Talkdesk CXA represents a monumental leap forward. We’ve gone deeper into problem-solving for specific industries, uncovering unique use cases where traditional solutions failed. Our new CXA platform is not about flimsy automations or bolted-together tools; it’s about intelligent, coordinated, autonomous, and outcome-focused resolution that transforms the entire customer lifecycle.”

SOURCE: GlobeNewswire