TALKDESK
Every echo is an opportunity
Every echo is an opportunity to understand your customers better, improve service quality, and drive business growth through intelligent conversation analysis.
150+
Languages Supported
99.9%
Uptime Guarantee
Real-time
Processing Speed
Overview
The TalkDesk integration provides a comprehensive communication analytics platform that takes raw conversations from multiple channels and transforms them into actionable insights through AI-powered analysis. This system processes audio calls, video meetings, emails, chats, and other communication channels simultaneously, providing detailed metrics and evaluations to help improve business communication performance.
TalkDesk End-to-End Workflow
INPUT CHANNELS
Calls
Video
Email
Chat
SMS
WhatsApp
PROCESSING
Transcription
Processing
AI Pipeline
Timeline
AI ANALYSIS
Summary
Sentiment
QA Score
Actions
FAQ Gen
VOC
Metrics
Insights
ACTIONABLE INSIGHTS
Dashboard
Reports
Alerts
AI Chat
Core Integrations
InfoGenie
Knowledge Base
Zero-Hallucination
Doc Intelligence
CRM
Salesforce, HubSpot
Auto-sync Data
Contact Updates
EchoBot
Chatbot Enhancement
FlowBook Scripts
Conv Learning
Business Intel
Performance Analytics
Trend Analysis
ROI Tracking
Ingestion
(Real-time)
Processing
(Seconds)
Analysis
(Minutes)
Insights
(Instant)
1. Multi-Channel Communication Ingestion
Input: Communications from various channels
- Audio Calls: Phone calls (MP3, WAV, AAC, FLAC formats)
- Video Meetings: Zoom, Teams, Google Meet recordings
- Text Communications: Emails, live chat, SMS, WhatsApp messages
- Multi-modal: Conversations spanning multiple channels
- Support both direct uploads and communication URLs
- Handle participant information (name, email, role) for each conversation
- Associate conversations with specific projects and tenants
Multi-Channel Communication Ingestion
Communication Channels
Voice Calls
SIP/RTP
Video Calls
WebRTC
Email
SMTP/IMAP
Live Chat
WebSocket
SMS
HTTP/REST
WhatsApp
API/Webhook
Real-Time Ingestion Pipeline
DATA COLLECTION
API Listeners
Webhooks
WebSocket
File Upload
MESSAGE QUEUE
Message Buffer
Priority Queue
Load Balancer
Rate Limiter
STREAM PROCESSING
Data Validation
Format Convert
Enrichment
Routing
Integration Endpoints
TalkDesk API
• Real-time Events
• Batch Processing
• Error Handling
CRM Integration
• Contact Sync
• Activity Log
• Field Mapping
Uplaod Manually
• Upload Files
• Process Manually
• Error Handling
S3 Integration
• File Storage
• File Processing
• Error Handling
2. Universal Transcription & Content Processing
Purpose: Convert all communications into analyzable text format
- Audio/Video Processing: Advanced speech-to-text with speaker identification
- Smart Diarization: Uses AI to correct speaker labels when inconsistent
- Text Extraction: Email content, chat messages, document attachments
- Timeline Mapping: Each segment includes timestamps for temporal analysis
- Multi-language Support: Process communications in various languages
Advanced Transcription Processing Pipeline
Audio Input Sources
Live Call
PCM 16kHz
HD
Video Call
Opus 48kHz
HD
Voice Message
AAC 44kHz
Standard
File Upload
Multiple
Variable
Audio File
WAV/MP3
HD
Headset
PCM 48kHz
HD
AI Processing Pipeline
AUDIO ANALYSIS
Noise Reduction
Audio Enhancement
Format Detection
Quality Check
DIARIZATION
Speaker 1
12:34
Speaker 2
08:21
Speaker 3
03:45
AI Speaker ID
98.5%
TRANSCRIPTION
Speech-to-Text
96%
Punctuation
94%
Timestamps
99%
Word Alignment
92%
Accuracy
96.5%
Word recognition
Processing
2.1s
Per minute audio
Confidence
94.2%
Overall score
Languages
25+
Supported
3. AI-Powered Analysis Pipeline
Once content processing is complete, the system launches multiple parallel analysis processes:
A. Summary Generation
Purpose: Create concise overviews of all communication types
- Extracts key discussion points across channels
- Identifies important decisions and commitments
- Provides executive-level summaries for quick review
AI-Powered Summary Generation
Data Input Sources
Transcription
Text Data
Chat Logs
Messages
Call Metadata
Context
User Profile
Demographics
Historical
Archive
Real-time
Live Feed
Summary Output Types
Summary
Main Points
Context
Conversation Flow
Resolution
2-3 paragraphs
Key Points
Critical Issues
Important Details
Core Topics
Highlights
Bullet Points
Keywords
Tags
Categories
Topics
Search Terms
Tag List
Custom Questions
Tailored Queries
Follow-ups
Analysis Points
Insights
Q&A Format
B. Sentiment Analysis
Purpose: Understand emotional tone throughout all interactions
- Analyzes sentiment across conversation segments
- Tracks emotional progression during interactions
Advanced Sentiment Analysis Engine
Real-Time Conversation Sentiment Tracking
00:30
85%
02:15
60%
04:45
25%
07:20
55%
09:10
90%
customer
92%
"Thank you for your excellent service!"
joysatisfaction
agent
68%
"I understand your concern and will help resolve this."
empathy
customer
18%
"This is really frustrating, nothing seems to work."
angerfrustration
customer
95%
"Perfect! That solved my problem completely."
joyexcitement
AI Emotion Processing Pipeline
MULTI-MODAL INPUT
Voice Tone
94%
Speech Pattern
89%
Text Analysis
96%
Context Clues
87%
EMOTION DETECTION
Joy
78%
Anger
12%
Sadness
8%
Fear
15%
Surprise
25%
Disgust
5%
SENTIMENT SCORING
Overall
7.8/10
Confidence
94%
Trend
+12%
Risk Level
Low
Emotional Intelligence Dashboard
Customer Mood
Satisfied
Overall Experience
Patience
75%
Satisfaction
82%
Stress Level
20%
Engagement
88%
Agent Performance
Empathy Score
92%
Response Quality
87%
Problem Resolution
94%
Customer Rapport
89%
Smart Alerts
High Frustration Detected
Customer sentiment dropped to 15%
2m ago
Prolonged Issue
Call duration exceeds average
5m ago
Positive Trend
Sentiment improving consistently
1m ago
C. Quality Assurance Evaluation
Purpose: Score interactions against predefined quality criteria
- Uses customizable QA frameworks specific to each project
- Evaluates communication effectiveness against standards
Intelligent Quality Assurance System
Real-Time Quality Scoring
92%
+5% vs last week
Communication
Clarity and effectiveness
88%
+2% vs last week
Empathy
Customer understanding
85%
-1% vs last week
Resolution
Problem solving ability
90%
+8% vs last week
Efficiency
Time management
Automated QA Processing Pipeline
DATA COLLECTION
Call Recordings
100%
Chat Transcripts
98%
Screen Recordings
85%
Customer Surveys
92%
AI EVALUATION
Greeting Protocol
95%
Information Gathering
87%
Solution Provided
82%
Call Closure
90%
COMPLIANCE CHECK
GDPR Compliance
PASS
PCI DSS Standards
PASS
Call Recording Consent
PASS
Data Retention Policy
FAIL
Performance Benchmarking
Agent Performance
1
Sarah Johnson
Technical Support
96%
3%
2
Mike Chen
Customer Service
94%
1%
3
Emily Rodriguez
Sales
91%
0%
4
David Kim
Technical Support
87%
-2%
5
Lisa Wang
Customer Service
85%
4%
KPI Tracking
First Call Resolution87%
Target: 90%
Customer Satisfaction4.6/5
Target: 4.5
Average Handle Time4:32
Target: 4:00
Quality Score91%
Target: 85%
AI-Powered Coaching Recommendations
Improve Active Listening
Customer interruptions detected in 15% of calls
high
High
Active ListeningPatience
Est. improvement: +12% customer satisfaction
Enhance Technical Explanations
Complex terms used without clarification
medium
Medium
CommunicationTechnical
Est. improvement: +8% first call resolution
Strengthen Empathy Responses
Opportunity to show more understanding
low
Medium
EmpathyCommunication
Est. improvement: +5% rapport score
QA Automation
94%
Calls auto-evaluated
Compliance Rate
98.5%
Regulatory adherence
Coaching Impact
+15%
Performance improvement
Global Coverage
24/7
Multi-timezone support
E. Action Item Detection & Execution
Purpose: Identify and execute required follow-up actions from all communications
- Smart Detection: Automatically identifies commitments, tasks, and follow-up requirements across all channels
- Action Classification: Categorizes detected actions by type, priority, and assignee
- Timeline Extraction: Identifies deadlines and due dates from conversations
Execution Capabilities
- Pre-defined Integrations: Direct connection to popular business tools
- • CRM Systems (Salesforce, HubSpot, Pipedrive)
- • Calendar Apps (Google Calendar, Outlook, Apple Calendar)
- • Task Management (Asana, Trello, Monday.com, Jira)
- • Communication Tools (Slack, Teams, Email)
- • Document Systems (Google Drive, SharePoint, Dropbox)
- Custom Integration Options: Flexible connectivity for any workflow
- • Webhook Support: Real-time action triggers to any HTTP endpoint
- • REST API Integration: Connect to custom business applications
- • Automation Platforms: Native support for n8n, Zapier, Make.com, Microsoft Power Automate
- • Custom Scripting: JavaScript/Python execution for complex workflows
- • Database Connectors: Direct integration with MySQL, PostgreSQL, MongoDB
Smart Action Item Detection & Management
Real-Time Action Item Discovery
Live Conversation Analysis
LIVE
I need someone to follow up with me next week about the pricing options we discussed.
14:23
Action Detected
94%
Absolutely, I'll make sure to call you next Tuesday at 2 PM to go over those pricing details.
14:24
Action Detected
96%
That sounds perfect. Also, can you send me the documentation we talked about?
14:25
Action Detected
91%
Of course, I'll email that to you within the next hour.
14:25
Action Detected
98%
Extracted Action Items
3 found
Schedule follow-up call
Call customer next Tuesday at 2 PM about pricing options
Follow-upAgent Smith
Due: Tue, Mar 21 at 2:00 PM
assigned
Send pricing documentation
Email detailed pricing options to customer
DocumentationAgent Smith
Due: Today at 3:24 PM
pending
Update CRM with customer preferences
Log pricing discussion and customer requirements
TechnicalAuto-assigned
Due: Today at 5:00 PM
in-progress
AI Action Detection Pipeline
LANGUAGE PROCESSING
Intent Recognition
96%
Entity Extraction
94%
Temporal Analysis
89%
Commitment Detection
92%
PATTERN RECOGNITION
Future Commitments
12 found
Follow-up Requests
8 found
Document Delivery
5 found
Meeting Scheduling
3 found
TASK GENERATION
Auto-Assignment
ON
Deadline Detection
ON
Priority Scoring
ON
Reminder Setup
ON
Action Execution & Integrations
Pre-defined Integrations
Salesforce
CRM
Google Cal
Calendar
Slack
Communication
Asana
Tasks
HubSpot
CRM
Outlook
Calendar
Teams
Communication
Jira
Tasks
Custom Integration Options
Webhook Support
Real-time HTTP triggers to any endpoint
REST API Integration
Connect to custom business applications
n8n / Zapier
Automation platforms for complex workflows
Custom Scripting
JavaScript/Python execution capabilities
Database Connectors
Direct MySQL, PostgreSQL, MongoDB integration
Cloud Services
AWS, Azure, GCP native integrations
Automated Task Management
Task Pipeline
Detected
28
tasks
Assigned
15
tasks
In Progress
9
tasks
Completed
45
tasks
Assignment & Tracking
SJ
Sarah Johnson
Sales
4
on track
MC
Mike Chen
Support
7
1 overdue
ER
Emily Rodriguez
Success
3
on track
DK
David Kim
Technical
5
2 overdue
Smart Reminders
High priority call due
Customer follow-up in 30 minutes
30 min
Documentation pending
Send pricing docs to 3 customers
2 hours
Weekly review meeting
Action items review with team
1 day
Detection Rate
94%
Actions identified
Auto-Assignment
87%
Tasks auto-assigned
Completion Rate
92%
On-time delivery
Follow-up Success
89%
Customer satisfaction
F. FAQ Generation & Knowledge Management
Purpose: Build and maintain knowledge bases from real interactions
- Identifies commonly asked questions across all channels
- Generates comprehensive answers based on successful responses
FAQ Generation & Knowledge Management
INPUT SOURCES
Customer Questions
Support Calls
Email Inquiries
Chat Interactions
AI PROCESSING
Pattern Recognition
Question Extraction
Answer Generation
Knowledge Structuring
KNOWLEDGE OUTPUTS
FAQ Database
Auto-Responses
Training Materials
Quick References
Automated Knowledge Creation
Automatically builds comprehensive FAQ databases from real customer interactions across all channels.
Reduced Response Time
Provides instant access to proven answers, significantly reducing customer service response times.
Improved Consistency
Ensures consistent, accurate responses across all customer service touchpoints and team members.
Performance Analytics
Tracks FAQ effectiveness and identifies knowledge gaps for continuous improvement.
4. Dashboards & Reporting
A. Comprehensive Analytics Dashboard
Purpose: Centralized visualization of all communication intelligence
- Global Dashboard: Number of Conversations, Automatically/Manually Evaluated Conversations, Average Evaluation Score, Number of Evaluated Agents, Conversations Containing Immediate Satisfaction
- Quality Assurance Dashboard: Total Questions, Manual/Automatic Reviews, Average Compliance
- Conversation Quality: Manual Score, Automatic Score, Overall Score
- Quality Trend: Metrics Scores Over Time
- Agent/Customer Talk Time: Talk Time Distribution analysis
- Sentiment Analysis Trend: Sentiment Analysis Over Time with performance metrics
- Performance Metrics: Automatic Acquired/Not Acquired tracking
- Top VOC Categories: Voice of Customer insights and trending topics
- Analysis by Advisor: Total Number of Agents, Top Best/Worst Rated performance
- Additional KPIs: Infinite customizable metrics including actions, trends, and other business-specific indicators
Comprehensive Analytics Dashboard
GLOBAL DASHBOARD
Number of Conversations
Automatically Evaluated Conversations
Unevaluated Conversations
Manually Evaluated Conversations
Average Evaluation Score
Number of Evaluated Agents
Conversations Containing Immediate Satisfaction
QUALITY ASSURANCE
Total Questions
Manual Reviews
Automatic Reviews
Average Compliance
CONVERSATION QUALITY
Manual Score
Automatic Score
Overall Score
SENTIMENT ANALYSIS
Sentiment Analysis Over Time
Agent/Customer Talk Time
Talk Time Distribution
PERFORMANCE METRICS
Automatic Acquired
Automatic Not Acquired
Top VOC Categories
Quality Trend Metrics
ANALYSIS BY ADVISOR
Total Number of Agents
Top Best Rated
Top Worst Rated
Infinite KPI Possibilities
TalkDesk provides access to countless additional KPIs including actions, trends, custom business metrics, and other performance indicators tailored to your specific needs.
Custom Filters
Export Data
Real-time Updates
Team Analytics
Data-Driven Decisions
Make informed business decisions with comprehensive analytics and insights.
Performance Optimization
Identify bottlenecks and optimize team performance across all channels.
Proactive Management
Get ahead of issues with real-time alerts and trend analysis.
B. Conversational Intelligence Assistant
Purpose: AI-powered chat interface for dynamic communication insights
- Natural Language Queries: Ask questions about your communication data in plain English
- Intelligent Insights Generation: AI analyzes patterns and provides proactive recommendations
Conversational Intelligence Assistant
AI-POWERED CHAT INTERFACE
"Show me sentiment trends for last week's customer calls"
"I found 847 calls last week with an average sentiment of 7.2/10. Here's the breakdown by day with key insights..."
NATURAL LANGUAGE QUERIES
What were the main issues discussed in yesterday's calls?
Show me sentiment trends for our support team
Which topics are generating the most complaints?
How did our response times compare to last month?
INTELLIGENT INSIGHTS
Proactive Recommendations
Pattern Recognition
Trend Analysis
Performance Alerts
Instant Access
Get immediate answers to complex questions about your communication data without technical expertise.
Smart Insights
AI analyzes patterns and provides proactive recommendations for improvement.
Time Savings
Eliminate hours of manual data analysis with natural language queries.
Business Benefits
Business Benefits
Proven ROI Impact
40%
Faster Response Times
Reduce customer service response times with automated insights
60%
Time Savings
Eliminate manual analysis with AI-powered automation
25%
Quality Improvement
Increase customer satisfaction through data-driven insights
Cost Reduction
Significantly reduce operational costs through automation and efficiency improvements.
Automated quality assurance processes
Reduced manual analysis time
Optimized resource allocation
Lower training costs through knowledge extraction
Enhanced Customer Experience
Deliver superior customer experiences with data-driven insights and faster response times.
Proactive issue identification
Consistent service quality
Faster problem resolution
Personalized customer interactions
Operational Excellence
Achieve operational excellence through comprehensive performance monitoring and optimization.
Real-time performance tracking
Data-driven decision making
Continuous improvement processes
Streamlined workflows
Risk Mitigation
Reduce business risks through comprehensive compliance monitoring and early warning systems.
Compliance monitoring
Early issue detection
Quality assurance automation
Audit trail maintenance
Transform Your Communication Strategy Today
Join leading companies who have revolutionized their customer interactions with TalkDesk's comprehensive communication intelligence platform.
