Talkdesk After Hours Extends Sales and Service Beyond Business Hours

The 24/7 conversational, human-like service model uses artificial intelligence to address customer needs and resolve issues when live agents are off the clock

Talkdesk, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, is helping organizations extend sales and service to customers beyond traditional business operating hours. Talkdesk After Hours enables real-time, around-the-clock assistance for always-connected consumer.

Research shows that 52% of customers expect instant service, yet 73% of businesses operate during limited hours. This creates a large gap between customer expectations and reality.

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Talkdesk After Hours extends a contact center’s availability beyond business hours by using AI to effectively address customers’ needs and resolve issues when human agents are off the clock. It can successfully manage a variety of customer queries—such as orders, returns, and billing—with natural, conversational responses. Should an issue require intervention from a human agent, Talkdesk After Hours captures key customer details and enables them to schedule a callback, helping businesses stay responsive around the clock without adding headcount.

“AI-powered self-service ensures patients no longer wait on hold—they can get help anytime, whether it’s 8:00 a.m. or 8:00 p.m. when our contact center is closed. 45% of our calls are handled by virtual agents, improving efficiency while enhancing patient access and convenience,” said Howard Rubin, chief information officer at Evara Health.

Operationally, backlogged support requests and increased customer demand during peak hours can overwhelm agents and put them at risk of burnout, reducing their performance and increasing turnover rates. Talkdesk After Hours helps reduce agent stress and workload by enabling immediate, seamless, and personalized experiences autonomously beyond regular business hours.

“We’ve all needed immediate support or had a pressing question about a purchase, only to realize we missed the company’s business hours window by only a few minutes. That is a frustrating customer experience. Talkdesk After Hours gives companies a new service model to deliver high-quality, hyper-personalized experience whenever customers need it most, not confined to specific operating hours. The result for companies is increased customer satisfaction, more revenue opportunities, and happier agents,” said Tiago Paiva, chief executive officer and founder of Talkdesk.

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Failing to provide timely service has severe consequences in industries where responsiveness is critical, such as healthcare, retail, and financial services. Patients, customers, and members expect immediate assistance when they need urgent care information, buy a product, or make a financial transaction. Talkdesk After Hours ensures help is always available when needed.

Talkdesk is transforming customer experience and enabling incredible results for organizations worldwide, including:

• Reduced wait times. Evara Health reduced wait time by 98% and achieved a 45% self-service rate.
• Maximized revenue. Republic National Distributing Company (RNDC) saved $17 Million in annual expenses and improved agent productivity by 50%.
• Lowered operational costs. Career Certified increased the average productivity rate to 82% and dropped the average handle time by 30 seconds.
• Exceeded customer expectations: improved satisfaction and loyalty. Ouro has improved the first contact resolution (FCR) rate and reduced the average handle time (AHT).

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Source – Businesswire

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