Enhancing client experience with AI-powered talkdesk insights

We’re always looking for new ways to strengthen the service experience for our clients. One of our latest initiatives is the adoption of Talkdesk CX Analytics, an AI driven platform that helps us understand client interactions more deeply and act on them more effectively.

This isn’t just about resolving tickets it’s about building trust and confidence every time you engage with us. With CX Analytics, our team can now:

• Analyse client sentiment in real time – using AI mood detection, allowing us to identify moments when we’ve turned frustration into satisfaction and replicate that success.
• Spot training needs for engineers – by reviewing call clarity, empathy, and resolution quality, ensuring our people are always equipped to deliver the best outcomes.
• Track Client Satisfaction (CSAT) feedback – in a more visible and actionable way, linking feedback directly with engineers so we can celebrate wins and address gaps quickly.
• Identify recurring themes and trends – across thousands of calls, helping us resolve issues faster and often at first contact.

We’ve structured this initiative in clear phases from initial setup and data preparation to continuous service improvement. Already, we’re using insights to enhance coaching, refine our processes, and strengthen the client journey.

Most importantly, this initiative ensures that our clients feel heard, supported, and valued. By combining structured evaluations, client feedback, and AI powered insights, we’re laying the foundation for more proactive, empathetic, and effective support.

Our journey with CX Analytics is just beginning, but the results are already shaping the way we connect with clients making our service smarter, faster, and more human.

With client feedback powering our CX Analytics, we’re building a smarter, more connected client service experience and journey together.

Authors:
Pradisth Fun Pon, Managed Services Manager & Qanun Bhatti, Head of Managed Services