Talkmap® Unveils Talkdiscovery® Version 8.3: A Revolutionary Leap in Contact Center CX

Enhanced AI Accuracy and Performance

Version 8.3 is the culmination of two years of extensive research and customer feedback. The platform’s patented self-supervised generative AI has been updated to elevate the quality of enriched conversations as a data source. This update also lays the foundation for future releases, empowering contact center managers and data scientists with customizable generative AI tasks.

Key Features: Contact Intents and Conversation Summaries

One of the standout features of Talkdiscovery 8.3 is Contact Intents, a new data attribute generated for each conversation. This attribute identifies the primary theme or “true driver” of the interaction, offering enterprises real-time visibility into their customers’ needs, even those who don’t engage with traditional surveys.

Another significant addition is the refinement of Conversation Summaries. Customers requested summaries at an unparalleled quality level, prompting Talkmap’s research team to develop an evaluation framework tailored to contact center contexts. These summaries provide a comprehensive overview of conversations, enabling faster decision-making and analysis.

Empowering Contact Center Leaders

Jonathan Eisenzopf, Founder & Chief Strategy/Research Officer at Talkmap, expressed enthusiasm for the platform’s potential impact: “Talkmap exists to make it easier for contact center leaders…to do their jobs. It’s been rewarding to see how our customers have used this rich data source to accelerate time to value…Long gone are the days where they have to search for and listen to calls or read transcripts…they now have ongoing, real-time visibility across all call drivers.”

Commitment to Customer Value

Myron Prevatt, Chief Product Officer at Talkmap, emphasized the company’s commitment to delivering value: “Our customers are already achieving transformational value from the Talkmap platform…The enhancements introduced in this release underscore our unwavering commitment to delivering unparalleled value and efficiency.”

About Talkmap

Talkmap’s generative AI platform empowers businesses with real-time insights derived from customer conversations. Trusted by leading brands, Talkmap’s AI enables companies to harness the power of conversational data for improved operations, customer experience, and profitability.