#contactcenterworld

San Francisco, CA, USA, April, 2021 -- Talkdesk(R), Inc., a cloud contact center for enterprises, launched Talkdesk AI TrainerTM, a human-in the-loop (HITL) tool for contact centers. While most artificial intelligence (AI) systems require the employment of highly specialized data scientists, the 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. 

"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."

"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."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Monday, April 5, 2021