January 09, 2026
Talkdesk Drives Customer Experience Automation With New Tools For Stronger Engagement
Talkdesk’s customer experience automation platform gets a boost this week with the arrival of Commerce Orchestration and Consumer Goods Experience Cloud, two new tools to help retailers and manufacturers automate engagement and drive revenue.
With a strong push for unified AI features within end user companies, the updates reflect a shift from isolated AI features to orchestrated, outcome-driven experiences.
The news is dropping at the National Retail Federation event in New York, where Talkdesk’s session, “From Reactive to Proactive: How Rocky Brands Scaled Omnichannel Support with AI” should be keenly attended. The new features include:
- Commerce Orchestration moves retailers away from isolated chatbots towards coordinated customer journeys. Features like proactive engagement for abandoned carts and personalised cross-selling boost conversion rates and promote higher value orders.
- Consumer Goods Experience Cloud is a dedicated platform for manufacturers and distributors to both unify and automate B2B and consumer interactions, supporting strong relationships with timely responses.
Using Natural Language for Stronger Sales
The Commerce Orchestration feature turns every dialogue into a revenue opportunity. It leverages natural language to guide shoppers from discovery to purchase and loyalty, fulfilling the long-promised vision of conversational commerce.
CXA orchestrates a multi-agent flow to manage end-to-end customer conversations, rather than relying on handoffs across chatbots, agents, and systems. AI agents guide shoppers through product discovery, deliver real-time product or bundle recommendations, and drive cross-sell and upsell opportunities within the conversation flow.
CXA also recovers abandoned carts, including detecting abandonment signals and proactively re-engaging shoppers, supports conversational checkout, and automates post-purchase engagement, while seamlessly involving human agents for high-value, complex interactions.
By intelligently automating these high-impact use cases at scale, retailers achieve higher conversion rates, higher average order value, stronger entry into emerging AI channels, and more consistent customer experiences.
The Rocky Road to AI
One of Talkdesk’s success stories comes from outdoor lifestyle firm Rocky Brands. It help evolved the customer experience strategy from reactive support to proactive, AI-driven engagement.
CXA sees chatbots handling 40% of interactions and helping keep the abandonment rate below 10%, even during peak demand and agent-facing tools, such as real-time access to FAQ resources, have driven operational efficiencies while improving employee retention.
Talkdesk’s Consumer Goods Experience Cloud for Brands
The Talkdesk Consumer Goods Experience Cloud is a new, purpose-built platform for brand manufacturers, CPGs, FMCGs and distributors operating across direct-to-consumer (D2C) and B2B models.
It unifies customer, partner, consumer end-user, and operational interactions into a single, automated experience layer that supports both inbound and proactive outbound engagement to resolve issues faster while protecting and growing revenue.
The platform streamlines high-volume sales and service workflows, including orders, repairs, replenishment, invoicing, and delivery exceptions, reducing friction for customers and partners alike.
Powered by CXA, AI agents not only respond to inbound inquiries but also initiate outbound engagement, including supporting recall and compliance communications, and enable AI-assisted human outreach for B2B sales and account growth.
“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 & 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.
The latest Retail Experience Cloud innovations and new Consumer Goods Experience Cloud show how agentic AI can glean comprehensive, real-time context, automate complexity, and deliver exceptional commerce experiences at scale, turning customer service into a growth engine.”
Expect plenty more vendors to unite their AI tools and focus on all-around orchestration as point features and isolated services become a thing of the past, with plenty more M&A activity this year as new ideas are absorbed into bigger platforms.
