Talkdesk, Inc. is expanding its Customer Experience Automation (CXA) platform with two major innovations: Automation Flows, a code-free orchestration engine that automates multi-step workflows across backend systems, and the extension of Talkdesk Autopilot’s agentic AI capabilities to the email channel. Announced at CCW Berlin, these advancements enable AI agents to independently handle and complete complex customer requests end-to-end, connecting front-line interactions directly to backend operations.
Automation Flows enables organizations to design sophisticated workflows without custom development, connecting customer touchpoints to CRM, loan systems, compliance tools, and other backend applications. For example, a mortgage refinancing request can trigger automated document collection, validation, underwriting decisions, and coordinated updates—all governed within a single, traceable workflow.
Extending Autopilot to email brings reasoning-based resolution to one of the most challenging and high-volume support channels. Unlike rule-based email bots, Autopilot analyzes content, determines intent, verifies information, performs necessary actions, and delivers final resolutions autonomously, significantly reducing handling time and human involvement.
Tiago Paiva, chief executive officer and founder of Talkdesk said, “Some of the hardest problems in customer experience happen in the inbox. Email is high-volume, high-context, and deeply operational. By extending agentic AI to email, we’re bringing autonomous resolution to the channel where complexity and scale are highest, ensuring customer requests are not just understood, but fully executed. With Automation Flows, organizations can design and deploy sophisticated, cross-system workflows without custom development. It removes the complexity that has historically slowed automation across the enterprise.”
Talkdesk CXA operates as a modular, multi-agent platform that orchestrates AI across the entire customer journey—from initial contact to back-office fulfillment. The Talkdesk Data Cloud provides real-time, contextual intelligence to agents, enabling continuous improvement and scalable automation while supporting seamless collaboration between AI and human teams.
Attendees at CCW Berlin can explore these innovations at Talkdesk’s stand 3B7.
About Talkdesk
Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA) — a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle.
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