Introducing Talkdesk's improved email CX capabilities

— I'm Linda Baker. I'm a principal product marketer here at Talkdesk, and I'm going to take you through Talkdesk Autopilot Agent Email release. Uh if you're unfamiliar with Talkdesk Autopilot, this is our Agent AI that uh resolves customer um problems by responding to them and also completing tasks across both digital and voice channels. And the reason this is important, this release is important, is because for the first time email will be part of the Talkdesk Autopilot experience. Next slide. So, we're going to dive right in and take a look at three key capabilities that are part of um Autopilot Agent Email. So, first, it understands real email context, which is important. And so, it doesn't just react to uh a message in isolation. Instead, it works across the thread, right? So, the whole broader thread as well as the customer situation in order to bring that all together to understand what the customer's asking for. Second, it responds autonomously. So, it uses reasoning to determine the next best step to move that issue forward. And if [clears throat] um judgment is needed, then it does escalate to a human agent. What this means is that it's not only responding in natural language, which is fantastic, but as Rita was talking about now, it can actually complete the work, which is, you know, awesome. And third, it uses human-curated guardrails to really set the boundaries. So, it does that from trusted content as well as policies. So, the takeaway from this is pretty simple. Um you know, it understands context, resolves autonomously, and escalates intelligently. Next slide. So, just as important uh as all of the goodness I just talked about is that Agendtic email and Autopilot is not a disconnected inbox tool. It's actually an extension of the Autopilot experience. It's a new service channel that we're adding to that. And you know, our customers they don't really, you know, focus on channels, but they do use them. So, a customer may start out by asking for something in a chat. And then maybe a couple days later they're at their desk and they think of three things they forgot to tell you. And so, they send an email. And then the next day they're driving in their car and they remembered one more thing. So, they are going to pick up the phone. But, make no mistake, what they are really expecting is a continued conversation, right? And so, that's where why shared context is so important, right? And with Autopilot, it shares both context and memory for a much more continuous, natural conversation. And at the same time — [snorts] — every channel is optimized for how a person actually uses it.