Talkdesk introduced CXA-powered Commerce Orchestration and a new Consumer Goods Experience Cloud, aiming to turn customer conversations into revenue.
Talkdesk on Thursday introduced a new approach to conversational commerce, unveiling Customer Experience Automation–powered Commerce Orchestration alongside a new Consumer Goods Experience Cloud, as retailers and brands seek more tangible returns from artificial intelligence.
The announcements arrive ahead of NRF 2026: Retail’s Big Show, where Talkdesk will demonstrate how agentic AI can manage end-to-end customer conversations—from product discovery to checkout and post-purchase engagement—without the fragmented handoffs that have long defined digital commerce.
Commerce Orchestration expands the company’s Retail Experience Cloud by using natural language and coordinated AI agents to guide shoppers through buying journeys in real time. Instead of routing customers between chatbots, human agents, and disconnected systems, CXA orchestrates the full conversation flow. AI agents can recommend products and bundles, drive cross-sell and upsell opportunities, recover abandoned carts, and support conversational checkout, while seamlessly escalating complex interactions to human agents.
Talkdesk says automating these high-impact moments at scale allows retailers to improve conversion rates, raise average order value, and deliver more consistent customer experiences across emerging AI-driven channels.
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The company pointed to its work with Rocky Brands as an example of the shift from reactive support to proactive, AI-led engagement. At Rocky Brands, Talkdesk said chatbots now handle roughly 40 percent of interactions, helping keep abandonment below 10 percent even during peak demand. Agent-facing tools have also reduced average handle time and onboarding effort, while improving employee retention.
In addition to retail, Talkdesk announced the launch of its Consumer Goods Experience Cloud, a platform built specifically for brand manufacturers, consumer packaged goods, fast-moving consumer goods, and distributors operating across direct-to-consumer and business-to-business models. The platform unifies customer, partner, and operational interactions into a single automated layer that supports both inbound service and proactive outbound engagement.
Powered by CXA, AI agents can initiate conversations as well as respond to them—handling order issues, replenishment, delivery exceptions, recalls, and compliance communications. The system also enables AI-assisted outreach for B2B sales and account growth, while helping brands maintain 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. He said the company’s focus is on coordinated, outcome-driven conversations that turn customer service into a growth engine.
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At the core of the platform is the Talkdesk Data Cloud, which brings together data from commerce, CRM, product information, inventory, fulfillment, and customer systems to provide real-time context. CXA then uses that intelligence to coordinate specialized AI agents across channels and workflows, managing discovery, transactions, support, and follow-up as a single, continuous journey.
Talkdesk will showcase the enhanced Retail Experience Cloud at NRF 2026, held January 11–13 at the Jacob K. Javits Convention Center in New York City, with live demonstrations and product sessions highlighting the company’s shift from isolated AI features to fully orchestrated commerce experiences.
