Talkdesk launches Automation Flows and extends Autopilot to email, aiming to automate cross-system workflows and complex customer interactions.
Talkdesk on Monday unveiled new automation capabilities designed to extend its agentic AI deeper into enterprise workflows, introducing a cross-system orchestration engine and expanding autonomous resolution to email.
The announcements, made at CCW Berlin, include the launch of Automation Flows — a code-free orchestration engine — and an update to Talkdesk Autopilot that brings its AI-driven decision-making to the email channel.
Together, the enhancements are intended to strengthen what the company calls its Customer Experience Automation (CXA) platform, linking customer-facing interactions directly to backend systems and enabling AI agents to carry requests through to completion across channels.
Automation Flows is designed to connect customer interactions with third-party systems, allowing multi-step processes to execute across platforms without custom development. The company said the tool supports complex, long-running workflows — such as mortgage refinancing — in which customer inquiries can trigger document collection, compliance validation, underwriting decisions and coordinated updates across customer relationship management and loan systems, all within a single governed workflow.
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The extension of Autopilot to email targets one of the most operationally complex customer service channels. Unlike rule-based email bots, the company said, Autopilot uses AI reasoning to interpret intent, analyze message content and determine appropriate next steps. The system can verify customer data, update accounts and issue final resolutions without human intervention.
“Some of the hardest problems in customer experience happen in the inbox,” said Tiago Paiva, chief executive and founder of Talkdesk. “Email is high-volume, high-context and deeply operational.” By bringing agentic AI to email, he said, the company aims to deliver autonomous resolution in a channel where scale and complexity often intersect.
Paiva added that Automation Flows allows organizations to design and deploy cross-system workflows without custom coding, reducing the friction that has historically slowed enterprise automation initiatives.
With the latest updates, Talkdesk now extends automation across voice, chat, SMS and email, integrating cross-system orchestration into the broader customer journey.
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The company’s CXA platform coordinates multiple AI agents across service, sales and support functions, bridging contact center operations with back-office systems. Underpinning the system is the Talkdesk Data Cloud, which provides real-time contextual data intended to guide agent decision-making and improve performance over time.
The expansion reflects a broader push among enterprise software providers to move beyond conversational AI and toward fully executable, end-to-end automation — where customer requests are not only understood, but completed.
