List of Talkdesk Copilot (formerly Talkdesk Agent Assist) Customers
Palo Alto, 94301, CA,
United States
Since 2010, our global team of researchers has been studying Talkdesk Copilot (formerly Talkdesk Agent Assist) customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Talkdesk Copilot (formerly Talkdesk Agent Assist) for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Talkdesk Copilot (formerly Talkdesk Agent Assist) for Customer Support include: Las Vegas Valley Water District, a United States based Utilities organisation with 730 employees and revenues of $700.0 million, Frontline Advance LLC, a United States based Retail organisation with 150 employees and revenues of $30.0 million and many others.
Contact us if you need a completed and verified list of companies using Talkdesk Copilot (formerly Talkdesk Agent Assist), including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Frontline Advance LLC | Retail | 150 | $30M | United States | Talkdesk | Talkdesk Copilot (formerly Talkdesk Agent Assist) | Customer Support | 2020 | n/a |
In 2020, Frontline Advance LLC deployed Talkdesk Copilot formerly Talkdesk Agent Assist to establish an omnichannel Customer Support platform for its retail operations based in Southlake, TX. The deployment targeted customer service agent workflows and web chat channels, positioning Talkdesk Copilot as the primary conversational AI and agent assist layer for inbound support and self service orchestration.
The implementation configured omnichannel routing, AI driven web chat automation, and agent assist capabilities within Talkdesk Copilot formerly Talkdesk Agent Assist, including preset issue selection workflows and automated responses linking to a knowledge base. Real time call flow management and reporting were instrumented to provide service leaders with operational visibility, and the solution was designed to enable future self service enhancements and iterative machine learning improvements through phased bot training.
Integrations were scoped to support the broader commerce and support stack, connecting Talkdesk Copilot via an API based integration to Zendesk for agent case management, and planning a Phase III data dip into NetSuite for order status and tracking responses. Frontline Advance LLC previously implemented NetSuite with Boomi middleware to synchronize BigCommerce and ShipHero transactions, and the Talkdesk design explicitly anticipates leveraging that ERP data to extend self service to common order inquiries. Application security integrations included Okta for single sign on and multi factor authentication across business applications.
Governance changes included migration from a reactive IT support posture to a partnership oriented model where IT owned rollout, bot training phases, and incremental capability releases. Operational outcomes documented by the team included improved CSAT scores, faster call flow handling, real time reporting, and a reduction in incoming calls through automated chat issue selection and knowledge base links, with Phase II focused on active machine learning training and Phase III planned for ERP connected self service.
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Las Vegas Valley Water District | Utilities | 730 | $700M | United States | Talkdesk | Talkdesk Copilot (formerly Talkdesk Agent Assist) | Customer Support | 2024 | n/a |
In 2024 Las Vegas Valley Water District implemented Talkdesk Copilot as part of a broader move to modernize its contact center, targeting the utility customer support function for approximately 1.7 million residents in Southern Nevada. The deployment is categorized under Customer Support and centers on a cloud-native contact center platform to centralize inbound customer interactions and AI-assisted agent workflows.
The implementation bundles Talkdesk CX Cloud with multiple AI applications, including Talkdesk Copilot (formerly Talkdesk Agent Assist) and Talkdesk Customer Experience Analytics, plus Talkdesk Workforce Management and Talkdesk Premium Care. Talkdesk Copilot provides real-time AI assistance and contextual resources to agents, while Customer Experience Analytics surfaces AI-driven insights to refine agent-customer interactions and Workforce Management automates scheduling and capacity planning inside the contact center.
Architecturally the solution is delivered as a cloud-based contact center environment with AI capabilities embedded in the CX Cloud layer, enabling real-time assistance at the desktop and post-call analytics. Operational scope is focused on the district customer service contact center and associated workforce management processes, consolidating agent tooling and analytics into a single vendor platform to streamline support operations across the utility.
Governance and rollout include vendor-led Premium Care for specialized training guidance and 24x7 assistance to support deployment and optimization, and an emphasis on responsible AI adoption to automate repetitive workflows while preserving human oversight. Process restructuring centers on embedding AI-guided scripts and analytics into agent workflows, and automating scheduling to improve agent utilization and consistency of service.
Explicit outcomes stated by the organization include faster, more seamless customer support, reduced average handling time, increased call center capacity, and improved overall customer satisfaction. These outcomes are framed as direct effects of deploying Talkdesk CX Cloud, Talkdesk Copilot, and the associated analytics and workforce management capabilities within the Customer Support environment.
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