Customer Experience Analytics


Developed by Talkdesk

Updated 03/07/2022

Version 1.0

Automate the discovery of actionable insights to deliver a frictionless customer journey.

Talkdesk Customer Experience Analytics includes a set of tools that automatically identify the root issues causing customers to contact customer service; determine new opportunities to automate tasks and streamline processes; and find solutions that mitigate customer escalations. Advanced AI and machine-learning techniques automatically analyze data from multiple sources, revealing actionable insights and discovering unknown customer pain points.

Key features

Find key conversational moments.

Apply AI intent models to your interaction data by leveraging Talkdesk AI Trainer™ to automatically detect customers’ needs. Understand how customers are feeling by analyzing their tone and keywords during the conversation.

Speed up response times to critical issues.

Use Talkdesk CX Sensors™ to t​rigger alerts when specific preset conditions occur to proactively address issues 24/7 and avoid escalations. Automate alerts on your preferred channel and take action on urgent issues in third-party systems.

Augment agent coaching.

Empower supervisors to deliver high-quality coaching with AI-powered insights. Discover issues impacting agent performance with searchable transcripts, sentiment analysis, and automated interaction scoring, using Talkdesk QM Assist™.

Discover the root causes of customer issues.

Uncover the issues causing contact peaks across different channels. With Talkdesk Interaction Analytics™ you can easily visualize the trending topics on customer intents and sentiments, and discover better ways to create the best customer journey.

Additional information


EMEA - Europe, APAC - Asia Pacific, Latin America, Middle East and Africa, North America


Financial Services & Insurance, Travel & Hospitality, Retail & Consumer Goods, Healthcare & Life Services, Public Sector, Telecom, E-Commerce, Retail & Consumer Goods


Voice Analytics, Quality Management

Customer Segments

Commercial, Enterprise, Strategic