October 24, 2025
Talkdesk Expands Databricks Partnership for AI-Driven Customer Experience Automation
Talkdesk, after a year of bagging customer experience deals, is expanding internally with a stronger Databricks partnership. One that aims to power the foundation for its customer experience automation platform.
The result will accelerate the company’s and client’s future of responsible, artificial intelligence (AI)-driven customer engagement.
The customer experience automation (CXA) platform addresses the problem of customer service data that is scattered across may locations. From contact centre as a service, customer relationship management to ERPs.
This makes it challenging to scale data pipelines or manage compliance for large, unstructured interaction datasets. Something Talkdesk and Databricks can simplify.
Delivering Trust in the AI Realm
The Talkdesk and Databricks partnership addresses the problems businesses face by delivering:
- Unified intelligence, Talkdesk CXA AI Agents gain real-time access to a full customer history across all channels through zero-copy integration with customer data.
- Smarter automation: Rich, contextual data allows Talkdesk AI Agents to provide personalised, accurate, and adaptive responses.
- Trusted AI foundation: The solution is built on a governed, enterprise-grade infrastructure that helps meet compliance, security, and explainability standards.
“Through this partnership, we are giving enterprise customers a safe, scalable way to deploy AI that truly transforms how businesses service their customers. Integrating the Databricks Data Intelligence Platform with Talkdesk’s CXA platform gives companies 360° visibility into customer interactions, fueling more intelligent automation and analytics. This allows them to build responsibly and meet compliance and transparency standards from the start, at an accelerated pace,” said Munil Shah, chief technology officer of Talkdesk.
Keeping AI Tools Simple
Talkdesk CXA, announced in June 2025, automates and coordinates complex service, sales, and support processes from the front to the back office.
Instead of layering more tools into an already complex customer experience stack, Talkdesk CXA replaces fragmented, manually coordinated workflows with a unified system of intelligent, autonomous AI agents.
Each AI agent has a defined role and shared context, working together in real time to resolve complex issues across front- and back-office functions — enabling faster, more precise automation at scale.
The Databricks Data Intelligence Platform democratises access to analytics and intelligent applications by marrying customers’ data with powerful AI models tuned to the unique characteristics of their business.
The platform is built on a lakehouse architecture of open data formats and open governance, ensuring that all data remains completely within the customers’ control.
“Customer interaction data is incredibly valuable, but too often it’s fragmented or duplicated across systems. With the Databricks Data Intelligence Platform, Talkdesk Customer Experience Automation can securely access that data in place — no replication required. That helps deliver faster, more accurate, and fully-governed customer experiences at scale.” Said Heather Akuiyibo, vice president of go-to-market integration at Databricks.
With plenty of businesses looking for a simple approach to AI and experience and automation management, it’ll be interesting to see how the market responds as data sources continue to fragment and grow.
