Meet Deepdesk, a company providing agent-assist solutions for large contact center operations.
Specifically, its platform analyzes past customer conversations to generate knowledge and real-time recommendations for agents, helping them respond more effectively to customers across various channels, such as chat and email.
To do this, Deepdesk calls upon large language models (LLMs), providing a copilot-like experience that improves the efficiency and quality of customer service interactions.
Additionally, the voice feature exclusively uses a Gen AI model to offer suggestions.
This makes the more accessible as there is no requirement for a large amount of historical call records to get started.
Yet, Deepdesk doesn’t attach contact centers to a specific LLM. Instead, its clients can bring or select their own models to drive up accuracy and drive down costs.
That’s one differentiation from the many similar AI solutions flooding the market.
However, Deepdesk offers others, which have helped the provider reel in many big-name brands, like DHL, Vodafone, and Swisscom.
Differentiation in a Crowded Market: Deepdesk Has it Covered
Many agent-assist solution providers promise to do the same things. That’s why many service desks deploy whatever their primary contact center or CRM provider offers.
Yet, according to Robbert Dijkstra, Founder and CEO of Deepdesk, his company stands apart for three core reasons: advanced functionality, tech unification, and composability.
Consider that advanced functionality first. Alongside next best actions, proactive knowledge suggestions, and auto-summarizations, Deepdesk can offer some unique features.
For instance, it can recognize and autocomplete repetitive procedures and conversations on an agent’s behalf, saving them considerable time.
Moreover, Deepdesk can automatically capture important details from the call, which the live agent can refer back to at any given time.
“We’ve been working with larger organizations to create a product that works for all contact centers,” explained Dijkstra. “Where others offer a few capabilities, we can offer more functionality.”
Additionally, the CEO noted:
“We have a platform where you can unify CRM and contact center solutions.”
Take DHL, for instance. Deepdesk pulls relevant contact center data for each query into the CRM interface, minimizing toggling, lowering handling times, and enhancing the agent’s experience.
In this example, the provider’s composability also comes to the fore.
Dijkstra underscored this composability as one of Deepdesk’s key strengths. “You can bring the whole contact center towards the CRM system people use,” he said.
While Dijkstra also positioned the solution as scalable and future-proof, it’s this composability that’s particularly noteworthy.
Composability and AI Agent Assist Go Hand in Hand
Composability enables businesses to leverage elements of their existing setups, easing common constraints around integrations.
A key component is that Deepdesk are able to sit on top of the full CX tech stack and push information from any of them to the agent view.
It can also pull information from the conversation into other systems without the agent needing to take any actions.
“We find that many of our enterprise customers have a combination of new tech and legacy tech, and performing actions like this are cumbersome or require complex interactions.”
Deepdesk’s virtual assistant is composable, and – unlike its competitors – isn’t constrained to a specific application or ecosystem.
As such, customers can have a copilot-esque interface where employees ask questions and receive pertinent insights from any connected system in the flow of their work.
But, Deepdesk doesn’t only rely on LLMs. It also harnesses machine learning algorithms to continually enhance the performance of its agent-assist applications.
Although, LLMs are a long standing area of expertise for Deepdesk. “Utilizing ChatGPT-2 in 2021, we were – and still are – ahead of the market in terms of features and capabilities,” confirmed Dijkstra.
Deepdesk Takes on the Enterprise
As noted, Deepdesk serves large enterprises, helping them optimize customer support.
Now, it’s continuing its work integrating agent-assist apps to support voice-based interactions.
Deepdesk started with the digital channels in 2020 but have built out a robust feature set for the voice channel which is being used by many customers.
The ultimate goal is to “take out a lot of the repetition of typical questions people have.”
Meanwhile, Deepdesk increases agent confidence by providing a mission-critical support mechanism during customer interactions, enabling them to steer conversations in a “fulfilling direction.”
Overall, Deepdesk strives to “increase the quality of the conversations” contact center agents have with their customers and “reinforce” its core philosophy: think human.
Eager to learn more about Deepdesk? If so, visit: deepdesk.com
