Customers don’t want to repeat themselves and agents don’t want to dig through logs to understand what’s going on. That’s where Talkdesk Copilot steps in. If you’re using Talkdesk Express and want to supercharge agent productivity while delivering faster, smarter service, it’s time to meet Copilot, the AI assistant for live interactions.
What is Talkdesk Copilot?
Talkdesk Copilot is an AI-powered assistant that listens in on calls and chats, surfaces real-time recommendations, and automates tedious post-call tasks like summarization and tagging. It acts like a sidekick for your agents, never in the way, always one step ahead.
Key Capabilities:
Real-Time Guidance: Suggests next best actions during interactions
Automatic Summaries: Writes call summaries, next steps, and dispositions
Context Awareness: Understands conversations in real time to surface helpful info
Context Cards: Brings relevant knowledge to agents’ fingertips, instantly
Call Transcription and Summarization
Talkdesk Copilot makes it easier than ever to follow, document, and act on every customer conversation, without slowing your agents down.
Live Transcription
As soon as a call begins, Copilot starts transcribing the conversation in real time. This means agents can:
Quickly refer back to what was said — no need to ask customers to repeat themselves
Stay focused on the conversation instead of taking notes
Have a full, searchable transcript after the call ends
Automatic Summarization
Once the call wraps up, Copilot instantly generates:
A summary of the interaction
Any next steps promised to the customer
A suggested disposition (reason for the call)
This removes the need for manual note-taking and wrap-up, saving time and reducing errors — especially valuable for busy or growing teams.
To unlock automatic call summarization, all you need to do is enable "wrap-up" settings at the user level. This can be configured in bulk for all users in the account or at the individual user level, under the "Wrap-up settings" tab. Click here for more info on "Wrap-up settings".
Why Copilot matters for Express users
Copilot doesn’t just improve productivity, it helps new agents ramp faster and ensures consistent service across the board. If you’re running a lean team on Talkdesk Express, Copilot gives you a serious boost:
Scale smarter: Reduce handle time and wrap-up time without adding headcount
Boost quality: Ensure consistent follow-ups and accurate call outcomes
Train faster: Help new agents sound like pros with real-time recommendations
Copilot helps your team deliver enterprise-level service, without the enterprise overhead.
Getting started with Copilot
By default, Copilot is activated in Talkdesk Express to perform real-time call transcription, giving you immediate visibility into conversations as they happen. Copilot lives in the "Secondary Area" of your Talkdesk Workspace, the side panel on the right-hand side of the screen.
To access the "Secondary Area" if not visible:
Look to the top-right corner of your Workspace interface during a live interaction.
You’ll see an icon to toggle the "Secondary Area" (side panel) open or closed.
Click it to reveal Copilot, and "Smart Help", another app that "lives" in the "Secondary Area"
This design keeps your Workspace clean and focused, while still giving you access to real-time AI assistance whenever you need it.