Cutting-edge AI technology

Autocomplete works just like the most common web based search engines: as your agent begins to type, Deepdesk offers the best content options, based on historical data, to complete their response.

The Next Best Message feature provides the best possible messages to send to a customer based on their input. The next best message is continuously available in real-time during all conversations, and will be suggested even before you start typing.

Link suggestions provide the best possible solution link to provide to a customer based on their input. Link suggestions are continuously available in real-time during all conversations.

We enable agents to maintain their own tone by providing unique, personalized AI suggestions specific to an agent's personal writing style since not every agent communicates the same way.

Personal Collection enables agents to create and add their own frequently used content, allowing for quick access and recommendations in one, integrated view. No more cutting and pasting from other documents.

Pinned Messages are available for agents to use immediately in a conversation at any time. This is convenient for when your agents are repeatedly asked the same question due to events like outages, price changes, Black Friday, or any other occurrence.

Using Style Suggestions, content managers can define specific tones of voice and written brand standards based on language usage (ex: a company prefers to use "Hi" versus "Hello"). Agents can continually learn and improve, while ensuring your brand guidelines and tone of voice are being followed.

This interactive tutorial walks agents through the key features and functionality of Deepdesk, using your existing answers and recommendations, so agents can immediately start to understand how Deepdesk will help them.

Agents always have access to every answer in Deepdesk using integrated Search. All the content in Deepdesk is instantly available ensuring an agent always has the perfect answer.

The Recommendation Studio allows you, your quality managers, or (senior) agents to moderate and fine tune the content Deepdesk automatically collects to meet your compliance requirements and brand’s tone of voice. This is important in regulated industries, where the answers provided by an agent must be precise.

The Analytics and Metrics engine helps leaders, their teams, and their agents understand usage, with the goal of improving conversations. This enables content moderators and quality managers to continually understand what content is being used and to improve it on an ongoing basis.

Allowing an enterprise organization to use multiple machine learning models at the same time in the same environment enables them to use specifically trained AI models for specific brands, channels, divisions, or customer segments, resulting in better suggestions for your agents.

When a customer provides an important piece of information like a zip code, telephone number, address, or other relevant data, Deepdesk makes it available in a “clipboard” within the agent window, allowing them to quickly access it as needed.

Deepdesk's Voice feature uses the real time transcription of any voice call to provide the agent with the information they need in real-time to ensure a successful call resolution. This includes providing agents information to customer inquiries using Knowledge Assist, providing real-time cues using Agent Notifications, and automatically summarizing the content of the call using Summarizer. 

Using Knowledge Assist, Deepdesk is able to take the knowledge that exists in different FAQ’s, knowledge bases, help articles (including PDFs), internal information systems (like Sharepoint) and more, and use it to provide real time answers to an agent’s questions. Using a simple prompt, or by automatically identifying the context of a conversation, Knowledge Assist uses the information from these multiple sources to create a concise answer that the agent can provide to the customer.

A customer asked us if we could do the same thing for email that we do for digital chat. And now we can. Just like our digital chat solution, as your agent begins to type, Deepdesk offers the best content options, based on historical data, and your own brand preferences, to compose an email.

Agent Notifications are real-time cues delivered to an agent based on the specific rules that have been defined by a company or an agent. Rules can be created that apply to assess whether a conversation is positive or negative, if there is an opportunity for an upsell, to coach an agent on how to handle a particular situation, and more. When the parameters of a rule have been met, a cue is delivered to the agent with helpful information to guide them during their interaction.

Summarizer allows agents to automatically create summaries of their digital or voice chats at the push of a button, or in the case of a Voice call, automatically when the call is ended. Utilizing Generative AI models, an entire conversation is summarized into a format that an agent can then use to add as a “note” into the record of that customer.

Enterprise Search extends search with your additional connected data sources like FAQs, knowledge bases, community pages, and more. Agents have instant access to all your internal content which helps give fast, accurate, and complete answers to customers, improving efficiency, customer satisfaction, and AHT.

Live translation allows both the agent and customer to easily communicate in their preferred language by translating conversations in real-time. This allows both the agent and customer to easily communicate in their preferred language.

Assisted Intake enables agents using digital channels to automate the intake of a customer based on their initial questions and suggest links that can help the customer resolve the issue themselves. Unlike chatbots, the Assisted Intake is automatically kept up to date, requiring no recurring training.

Reply Generation is powered by the latest generative AI capabilities that are built directly into Deepdesk. The algorithm is trained with our proprietary large language model in combination with fine-tuning your data to further increase the rate of automation we can offer, resulting in higher productivity for agents.

To meet compliance and privacy needs, we offer an extensive PII filter to anonymize the customer conversation data used to train our AI. We employ state-of-the-art transformer based NER’s (entity recognition) such as Flair, as well as rule based filtering (regex).

No passwords, no hassle. Single Sign-on enables agents to easily and securely access Deepdesk and leverages the access management tools you already have in place. It enables your agents to securely access Deepdesk with a single sign-in prompt without compromising security.

The Insights API enables you to combine Deepdesk's insights with your other agent and contact center metrics. This allows you to retrieve usage statistics and insights through real-time interactive dashboards, as well as our API, to ingest into your data warehouse for internal reporting.

We allow for real-time integration with your current conversational platform and enable exchanges between Deepdesk and your chatbot. Additionally, with Custom Messages we connect to any system of choice to provide real-time suggestions presented to an employee from external applications or systems.

For mini-processes (like the initial verification of personal details at the beginning of a chat), we provide custom Autoflows. A mini-chatbot will start, ask questions to the customer, and respond accordingly based on their answer. Agents can view the exchange in real-time and take over the conversation at any time.

Building on the interfaces we have developed with the leading CX platforms, like Genesys, Salesforce, Liveperson, Clarabridge, and RingCentral, we allow for additional RPA, CRM, and KB integrations allowing for custom actions and workflows.

Using Deepdesk Automations powered by GenAI, real-time suggestions and cues can be delivered in real-time to an agent based on their current conversation. These specific actions and rules can be easily created by contact center managers in simple, human language within the Deepdesk environment. This enables any contact center to leverage the power of LLM’s at scale.

Similar to Deepdesk Automations, these actions take place behind the scenes, without needing to be created by a contact center manager. Based on the conversation, an automation is triggered that calls to external API’s and performs the defined action. Things like automatically routing a conversation, retrieving order information based on an identifier, and more all take place without any action needed from the agent.

With new LLM models being made available every day, and companies having a preference for which to use, or even developing their own, Deepdesk has created a platform that enables you to use any model you want, including our own. This allows a completely flexible approach for our customers, allowing them to use the model(s) that best fit their needs and business requirements.