Talkdesk Empowers Enterprises to Manage AI and Human Agents as a Unified Workforce

Talkdesk®, Inc., a provider of Customer Experience Automation (CXA) solutions, has announced new capabilities designed to help organizations manage hybrid teams composed of both human and AI agents. The new features including the CXA Operations Center and enhancements to Talkdesk Interaction and Quality Analytics are intended to give enterprises greater visibility and operational control as they adopt AI-driven customer service technologies.

As AI becomes more widely used in customer experience operations, many organizations are discovering that existing workforce management tools were designed for human-only teams. This creates challenges when companies attempt to measure and manage the performance of AI agents alongside human employees. Talkdesk’s new tools address this gap by providing a unified framework that treats AI agents as part of the operational workforce.

The CXA Operations Center serves as a centralized environment where organizations can manage the full lifecycle of AI agents from development and testing to live monitoring in production. The platform enables teams to discover, build, test, and oversee AI agents within a single operational interface.

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Among the key capabilities is AI Agent Observability, which provides real-time insights into how AI agents perform during live customer interactions. Organizations can monitor agent activity, review session-level execution details, and investigate errors to better understand and resolve operational issues.

Another feature, AI Agent Evaluation, allows organizations to test and measure AI agent performance across multiple scenarios both before and after deployment. This helps ensure reliability and consistency while preventing unintended behavior changes when systems are updated or new versions are introduced.

The new tools also support the evolving performance metrics required for hybrid workforces. As AI agents handle routine customer inquiries, human agents are increasingly focused on more complex interactions. This shift can affect traditional contact center performance metrics, such as average handle time, requiring organizations to evaluate performance in a broader context.

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To help organizations adapt, Talkdesk has introduced enhancements within Interaction and Quality Analytics. The CX Insights feature connects conversational data to measurable business outcomes, helping organizations understand which interactions have the greatest impact on customer experience and operational performance.

Additionally, Automation Mining uses advanced process mining techniques to identify opportunities where AI automation can improve customer interactions. The feature helps companies prioritize automation initiatives and estimate the potential business impact before deploying new AI agents.

Tiago Paiva, founder and CEO of Talkdesk, said organizations must begin managing AI agents with the same standards applied to human employees, including training, testing, and performance evaluation. He noted that as AI takes over routine tasks, human agents can focus on more complex customer needs, requiring leaders to manage both groups as a unified workforce With these new capabilities, Talkdesk aims to help organizations build a more coordinated hybrid workforce strategy that combines human expertise with AI-driven automation to deliver improved customer experiences.

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