Talkdesk has launched Talkdesk Knowledge Creator, a feature designed to automate and enhance knowledge management for customer service teams. By utilising generative AI, the tool eliminates the inefficiencies of traditional knowledge bases by identifying gaps and generating reliable, up-to-date information for agents and customers alike.
“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,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
Knowledge Creator transforms real-world interactions—such as agent conversations, transcripts, and customer inquiries—into instantly accessible knowledge. It automatically synthesises the best responses, ensuring virtual and human agents always have the most relevant answers.
Supervisors review and approve AI-generated content before integrating it into Talkdesk Autopilot for self-service or Talkdesk Copilot for agent assistance, streamlining operations while ensuring accuracy.
Tailored to every user
In addition to generating knowledge, Talkdesk Knowledge Scopes refines how information is delivered by ensuring that the right answers accurately reach the right users. This AI-powered enhancement gives administrators control over knowledge access based on customer profiles, service tiers, and routing logic.
Rather than retrieving generic responses, Knowledge Scopes tailors answers to specific customer needs, making it especially valuable for businesses with tiered service models, such as VIP programs and specialized support teams.
Talkdesk improves business efficiency by automating knowledge creation and enhancing segmentation. This leads to higher First Contact Resolution (FCR) as agents quickly resolve inquiries, lower Average Handle Time (AHT) through AI-powered workflows, and improved Customer Satisfaction (CSAT) with faster, more accurate responses. This also increases call containment by resolving more inquiries through self-service, reducing the need for escalations to human agents.