Talkdesk, Databricks Partner for AI-Powered CX Automation

The Built on Databricks resolution brings collectively Talkdesk’s Customer Experience Automation platform and the Databricks Data Intelligence Platform, making a unified expertise that empowers Talkdesk’s AI options

Talkdesk®, Inc. right this moment introduced the enlargement of its partnership with Databricks, the Data and AI firm. Talkdesk has chosen Databricks to energy the info basis for its Customer Experience Automation (CXA) platform, accelerating the way forward for accountable, synthetic intelligence (AI)-driven buyer engagement by way of its Built on Databricks Partner Program. 

Traditional customer support information typically sits scattered throughout contact centre as a service (CCaaS), buyer relationship administration (CRM), and enterprise useful resource planning (ERP) techniques. This makes it difficult to scale information pipelines or handle compliance for giant, unstructured interplay datasets. The Talkdesk and Databricks partnership addresses this by delivering:

• Unified intelligence: Talkdesk CXA AI Agents get real-time entry to the complete buyer historical past throughout all channels by way of zero-copy integration with buyer information.
• Smarter automation: Rich, contextual information permits Talkdesk AI Agents to supply personalised, correct, and adaptive responses.
• Trusted AI basis: The resolution is constructed on a ruled, enterprise-grade infrastructure that helps meet compliance, safety, and explainability requirements.

“Through this partnership, we’re giving enterprise prospects a protected, scalable strategy to deploy AI that actually transforms how companies service their prospects. Integrating the Databricks Data Intelligence Platform with Talkdesk’s CXA platform offers firms 360° visibility into buyer interactions, fueling extra clever automation and analytics. This permits them to construct responsibly and meet compliance and transparency requirements from the beginning, at an accelerated tempo,” stated Munil Shah, chief expertise officer of Talkdesk.

Talkdesk CXA, introduced in June 2025, automates and coordinates advanced service, gross sales, and assist processes from the entrance workplace by way of the again workplace. Instead of layering extra instruments into an already advanced buyer expertise stack, Talkdesk CXA replaces fragmented, manually coordinated workflows with a unified system of clever, autonomous AI brokers. Each AI agent has an outlined function and shared context, working collectively in actual time to resolve advanced points throughout front- and back-office features — enabling quicker, extra exact automation at scale.

The Databricks Data Intelligence Platform democratises entry to analytics and clever functions by marrying prospects’ information with highly effective AI fashions tuned to the distinctive traits of their enterprise. The platform is constructed on a lakehouse structure of open information codecs and open governance to make sure that all information is totally inside the prospects’ management.

“Customer interplay information is extremely priceless, however too typically it’s fragmented or duplicated throughout techniques. With the Databricks Data Intelligence Platform, Talkdesk Customer Experience Automation can securely entry that information in place — no replication required — to ship quicker, extra correct, and fully-governed buyer experiences at scale,” stated Heather Akuiyibo, vp of go-to-market integration at Databricks.

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