Talkdesk Launches AI Commerce Orchestration and Consumer Goods Cloud

As retailers and consumer brands search for ways to turn customer conversations into measurable revenue, Talkdesk has introduced new capabilities designed to operationalize AI across the entire commerce journey. Ahead of NRF 2026, Talkdesk announced the launch of Customer Experience Automation powered Commerce Orchestration and revealed a new Talkdesk Consumer Goods Experience Cloud, expanding its portfolio of industry specific customer experience platforms.

The announcement highlights how Talkdesk is moving beyond isolated AI features toward orchestrated, end to end conversational commerce. With digital and physical shopping journeys increasingly intertwined, brands are under pressure to deliver consistent, personalized engagement from discovery through post purchase support. Talkdesk Commerce Orchestration is built to address that challenge by coordinating c across systems, channels, and workflows to guide shoppers and partners through complete commerce interactions.

Commerce Orchestration enhances the Talkdesk Retail Experience Cloud by turning every customer dialogue into a potential revenue opportunity. Using natural language, AI agents help consumers navigate product discovery, receive real time product or bundle recommendations, and complete purchases within the conversation itself. The system also supports cross sell and upsell flows, conversational checkout, and proactive recovery of abandoned carts by identifying abandonment signals and re engaging shoppers at the right moment.

Marketing Technology Insights: Creative Realities Launches Digital Drive Thru 2.0 for Faster Operations

Unlike traditional approaches that rely on handoffs between chatbots, agents, and disconnected systems, Talkdesk Customer Experience Automation manages conversations as a unified flow. Human agents are brought in seamlessly for complex or high value interactions, while AI handles routine and high volume engagement at scale. According to Talkdesk, this orchestration leads to higher conversion rates, improved average order value, and more consistent customer experiences across emerging AI driven channels.

Talkdesk pointed to Rocky Brands as an example of the impact of Customer Experience Automation in retail. By shifting from reactive support to proactive, AI driven engagement, Rocky Brands has used chatbots to handle forty percent of interactions while keeping abandonment below ten percent during peak demand. Agent facing tools that provide real time access to knowledge resources have also reduced average handle time, after call work, and onboarding time, contributing to improved efficiency and employee retention.

Alongside Commerce Orchestration, Talkdesk announced the Talkdesk Consumer Goods Experience Cloud, a new platform designed specifically for brand manufacturers, consumer packaged goods companies, fast moving consumer goods organizations, and distributors. The platform supports both direct to consumer and business to business models by unifying customer, partner, and operational interactions into a single automated experience layer.

Marketing Technology Insights: WarHorse Gaming Deploys Mobiquity and Context Networks for Smart Casino Ads

The Consumer Goods Experience Cloud streamlines high volume workflows such as orders, replenishment, invoicing, repairs, delivery exceptions, and recalls. Powered by Talkdesk Customer Experience Automation, AI agents can initiate outbound engagement for recall and compliance communications, manage replenishment, and assist B2B sales and account growth while preserving direct relationships with end consumers.

“Retailers and consumer goods brands are overwhelmed with AI tools, but what they really need is commerce orchestration,” said Michael Klein, head of retail, travel and hospitality product marketing at Talkdesk. “With Talkdesk Customer Experience Automation at the core, we’re moving beyond isolated interactions to coordinated, end to end conversations.”

At the foundation of both platforms is the Talkdesk Data Cloud, which unifies data from commerce systems, CRM, product information management, inventory, fulfillment, and customer platforms. This real time context enables AI agents to automate complex interactions across discovery, transactions, service, and follow up as one continuous journey.

Talkdesk will showcase these capabilities at NRF 2026, January 11 to 13, at the Jacob K. Javits Convention Center in New York City, where attendees can see live demonstrations of how agentic AI is reshaping conversational commerce and customer experience at scale.