See how Talkdesk is shaping the future of Customer Experience Automation (CXA).

Explore the latest product innovations, platform investments, and AI capabilities shaping the future of customer experience.

Customer experience demands a new operating model.

The Hybrid Workforce

AI is part of the workforce, not just another tool.

Human employees and AI agents work together, each contributing where they create the most value. CXA is helping organizations deploy, optimize, and govern that workforce at scale.

Hyperautomation

Automation should resolve outcomes, not just interactions.

Customer journeys span channels, systems, and teams. CXA orchestrates AI, humans, and workflows to automate complete customer journeys—not isolated touchpoints.

Knowledge Orchestration

AI is only as good as the knowledge it can access.

Every interaction builds knowledge. CXA connects enterprise data, customer history, and real-time context so AI can make better decisions with every conversation.

What’s new.

June 2026
Agent Builder
Turn ideas into production-ready AI agents. Describe the outcome you want to automate in natural language, then build, test, validate, and deploy AI agents with confidence—all from a single experience.

May 2026
Outbound AI Agents for Retail and Financial Services
Move from reactive service to proactive engagement. Purpose-built AI agents proactively reach customers with personalized outreach that drives revenue, improves efficiency, and automates high-value workflows at scale.

May 2026
Epic Caboodle Integration
Connect the entire patient journey. Unify patient access, care coordination, and engagement across providers, payers, and partners to deliver more seamless healthcare experiences from a single platform.

March 2026
CXA Operations Center
Operate AI with confidence. Monitor, evaluate, and govern AI agents alongside human teams with real-time visibility into performance, quality, and operational health.

How we're turning that vision into reality.

Four strategic investment areas guide how we continue to innovate across the Talkdesk platform.

Transform with CX automation

Automate complete use cases to reduce effort, improve consistency, and accelerate outcomes beyond isolated interactions.

Differentiate with industry specialization

Deliver higher accuracy and faster ROI with AI designed for industry-specific workflows, data, and requirements.

Omnichannel CX beyond the contact center

Coordinate voice, digital, outbound, systems, and physical locations to deliver seamless, adaptive experiences.

Scale with enterprise CCaaS

Provide a secure, extensible CX foundation that supports reliability, growth, and ongoing innovation.

We’re helping you stay ahead with every release.

Here’s a snapshot of the innovations we’ve delivered.

APRIL 2026
Studio Governance – Studio Interactions
AI Translator
AI Agent Platform – Guardrails Customization
Dynamic Conversation Fillers
AI-powered Template Recommendations
WFM AI – What-If Forecasts
WFM AI – Insights
Bring Your Own AI (SIP)

MAY 2026
Agentic Autopilot – Barge-In Initial Delay
Studio Editor Revamped Experience
Advanced Email Editor
Industry Settings by Team
Co-browsing During Voice and Digital
QM – Per-Question Evaluation Modes & AI Rewrite

JUNE 2026
AI Agent Platform – AI Markers
AI Agent Platform – LLM-Driven Simulator
Knowledge Management – Knowledge Segmentation
Agentic Chat – Rich Visuals
Support for Multiple SSO Providers
Studio – Reference Hub Usage & Export/Import Management

JULY 2026
Agentic Autopilot – Dynamic Turn Detection
Knowledge Management – External Sources
Studio – Flows & Modules Health
Automation Flows – Execution Controls
Studio – Multi-Language Support
Studio Revamped Experience – Flow Validation Panel
Bulk Management for Queues

Learn from the experts.

CXA
The fastest path to agentic AI in CX is the existing infrastructure
By Munil Shah

CXA
Who manages the AI workforce?
By Pedro Andrade

CXA
It’s the end of CX as we know it
By Tiago Paiva

Artificial Intelligence
Winning the CX race takes more than just speed
By Pedro Andrade

Customer Success
How to implement AI in customer experience: A people-first approach to adoption
By Mike Matoush

CXA
Beyond deflection: Why traditional metrics don't work for AI agents
By Pedro Andrade

You’ve seen what we’re building. Now help shape it.

Go deeper in the Talkdesk Community. Explore the detailed roadmap, get early access to new capabilities, share feedback, and connect with other CX leaders helping shape what comes next.