Talkdesk and Einstein
In early November 2017, Talkdesk announced -- quoting a No Jitter post -- "its first official foray into artificial intelligence, Talkdesk for Sales." Talkdesk made the Talkdesk for Sales announcement, including a feature called SalesAssist, in the run-up to Dreamforce 2017.
As Talkdesk describes it, SalesAssist uses AI and voice analytics to pinpoint relevant conversations that can help sales reps better answer questions in real time. SalesAssist includes the ability to transcribe calls and highlight important moments, such as the mention of a competitor.
During a Dreamforce session, Talkdesk COO Gadi Shamia talked about a next step in Talkdesk AI, AgentAssist. Similar to SalesAssist, this tool would use word transcription, Salesforce Einstein for sentiment analysis, and current context to suggest next best actions an agent should take with a customer.
