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Talkdesk Launches AI Agents for Retail Customer Service (PYMNTS, Jan 9, 2025)
Published by PYMNTS.com. Cloud contact-center firm Talkdesk rolled out “AI Agents for Retail” as part of its Ascend AI platform
.Released in Jan 2025, these agents operate 24/7 and autonomously handle retail customer inquiries without live intervention
. They deliverhyper-personalized self-service– dynamically adapting responses based on real-time interaction context, even beyond human capabilities
. Key features include natural language processing that can manage multiple topics in one conversation and one-click integration with e-commerce platforms and APIs
. Retail AI agents can perform tasks likecustomer identity verification, order status tracking, updating shipping info, and even connecting shoppers with in-store stafffor expert help
. Talkdesk uses “agentic AI” to go beyond simple intent responses, providing rich, contextual information about store locations, services, and inventory, and guiding customers to the best channel or store based on their needs
. This trend reflects how AI assistants are transforming retail: analysts project theseAI agents could handle up to 20% of e-commerce tasks(recommendations, support, etc.) in the near future
, and over 90% of companies are now using AI-driven personalization to drive customer growth
.(Source: PYMNTS)
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