Talkdesk debuts AI workflow tools to automate email CX

Talkdesk has launched a workflow orchestration product called Automation Flows and expanded its Autopilot tool into email, as the contact centre software supplier pushes further into agentic AI for customer service operations.

It described the launch as a step beyond simple chatbot interactions and basic task automation, with an emphasis on longer service processes that span multiple business systems and channels.

Workflow engine

Automation Flows is a code-free orchestration engine for building and running workflows that connect customer interactions with backend systems. It targets multi-step processes that require updates across third-party applications, including customer relationship management systems and other systems of record.

Talkdesk said it links customer requests to execution steps across systems, with the goal of running workflows through to completion without manual hand-offs between teams or tools.

Mortgage refinancing was offered as an example of the kind of long-running process Talkdesk aims to automate. In that scenario, a customer interaction triggers document collection, compliance checks, underwriting decisions, and coordinated updates across CRM and loan systems. Talkdesk said the entire process can be governed within a single workflow.

Email automation

The second part of the launch extends Talkdesk Autopilot into email. Email remains a major entry point for service and support in many organisations, with high volumes and long threads that include attachments and account-specific detail.

Talkdesk positioned the email extension as a departure from earlier rule-based email automation. It said Autopilot uses reasoning to interpret customer intent and analyse message content, then selects an action and executes it across connected systems.

In practical terms, Talkdesk said Autopilot for email can verify data, update customer accounts, and issue a final resolution message without a human agent handling the ticket.

Both releases sit under Talkdesk's Customer Experience Automation offering, which it describes as a multi-agent approach in which AI agents operate across channels and coordinate with back-office systems when required.

Channels and systems

Talkdesk said its broader platform covers voice, chat, short messaging service (SMS), and email. It added that the releases extend automation across those channels and provide more governed orchestration across the customer journey.

The company also highlighted the Talkdesk Data Cloud, which it said provides real-time context for AI agents. It draws on sources such as transcripts, call recordings, case notes, and customer records, including data held in CRM systems and other business applications.

That context is central to how vendors in this market pitch agentic AI. The goal is to reduce the number of interactions that stop at intent detection and still require manual work across separate tools. Workflow orchestration is increasingly positioned as the missing link between a customer-facing conversation and the operational steps needed to complete a request.

Tiago Paiva, chief executive officer and founder of Talkdesk, said email is a key pain point for customer experience teams.

“Some of the hardest problems in customer experience happen in the inbox,” Paiva said. “Email is high-volume, high-context, and deeply operational. By extending agentic AI to email, we're bringing autonomous resolution to the channel where complexity and scale are highest, ensuring customer requests are not just understood, but fully executed. With Automation Flows, organizations can design and deploy sophisticated, cross-system workflows without custom development. It removes the complexity that has historically slowed automation across the enterprise.”

Talkdesk presented the releases at CCW Berlin and said attendees could see demonstrations at its stand.