AWS Partner Network (APN) Blog
How Talkdesk CXA and AWS are Redefining Customer Experience with Agentic AI
By: Suresh Bhandarkar, Chief Technical Architect, Talkdesk
By: Ana Gosseen, Solutions Architect, AWS
By: Pedro Marques, Solutions Architect, AWS
By: Dr. Stefan Schneider, Principal Partner Solution Architect, AWS
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| Talkdesk |
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The New Era of Customer Experience
Across industries, customer experience (CX) has become a decisive factor in business performance. Organizations in retail, financial services, healthcare, and the public sector are under pressure to meet rising customer expectations for instant, accurate, and personalized support. Traditional customer experience solutions struggle to deliver this due to siloed systems, disconnected data sources, and involvement of manual processes.
At the same time, advances in Agentic artificial intelligence (AI) and large language models (LLMs) are transforming how organizations engage with customers. Enterprises now have the opportunity to combine automation with human intelligence to enhance accuracy, reduce time to resolution, and solve complex issues.
This is where Talkdesk Customer Experience Automation (CXA) comes in. CXA is an AI-powered orchestration platform that helps organizations deliver smarter, and personalized customer experiences all on the secure and scalable foundation of AWS.
From Conversations to Outcomes
By combining multi-agent orchestration with real-time data access, Talkdesk CXA helps organizations move beyond managing interactions to automating outcomes, turning every customer contact into a moment of value. Talkdesk empowers enterprises to innovate, with low operational costs, and deliver consistent, intelligent, and personalized service at scale.
Because CXA is built on AWS, customers benefit from scalability, reliability, and access to a broad suite of services that extend functionality.
Why It matters
Customer experience is no longer a back-office function, it’s a key business driver. Organizations with strong CX outperform competitors in retention, revenue growth, and brand reputation, yet companies struggle to modernize their legacy infrastructure or unify data across multiple touchpoints.
Talkdesk CXA, powered by Agentic AI and built on AWS, helps enterprises close that gap. It transforms customer operations into intelligent, connected ecosystems where automation and human expertise work hand in hand. The result:
- Quick resolutions and lower cost-to-serve
- Consistent experiences across voice, chat, and digital channels
- Actionable insights from every interaction
- Higher employee satisfaction and productivity
Built for industries that require seamless customer experiences
Every industry faces unique challenges in delivering seamless customer experiences. Talkdesk has addressed this by creating industry-specific experience clouds, preconfigured solutions optimized for vertical requirements, compliance needs, and customer expectations.
Retail: Farfetch
Global fashion platform Farfetch uses Talkdesk CXA powered by AWS to manage high volumes of customer inquiries during peak shopping periods. With automation and real-time data access, Farfetch reduced handling and resolution times by more than 50%. The result is faster service, happier customers, and stronger loyalty, all without increasing headcount.
Financial Services: WaFd Bank
WaFd Bank modernized its customer experience center using the Talkdesk Financial Services Experience Cloud. By integrating conversational AI and automation into its existing systems, the bank enhanced client engagement while meeting strict regulatory standards. This innovation contributed to Talkdesk achieving the AWS Financial Services ISV Competency, a recognition of the company’s excellence in delivering industry-specific solutions on AWS.
Public Sector and Healthcare
With the recent Federal Risk and Authorization Management Program(FedRAMP) certification, Talkdesk enables government and healthcare organizations to adopt customer experience automation fast and in a secure manner to improve their citizen experience. These sectors require compliant and tightly integrated solutions. Talkdesk’s experience working with AWS backend systems ensures that deployments move from pilot to production quickly while meeting all regulatory requirements.
The Power of Collaboration: Talkdesk and AWS
The collaboration between Talkdesk and AWS goes beyond technology integration; it’s a shared commitment to helping customers innovate as fast as their business grows. As part of the AWS Partner Network, Talkdesk leverages AWS’s global infrastructure and ecosystem to ensure its solutions meet enterprise demands for performance, compliance, and scalability.
Through CXA platform roadmap alignment with AWS AIML services, Talkdesk continuously enhances the intelligence of CXA. This partnership also helps joint customers take advantage of AWS Marketplace for simplified procurement, deployment, and billing.
For example, Talkdesk CXA is available on AWS Marketplace, allowing customers to easily discover, trial, and deploy the solution through their existing AWS accounts.
How Talkdesk CXA works
At its core, CXA uses a containerized multi-agent orchestration framework running on Amazon EKS, designed to streamline every stage of the customer journey. These specialized AI agents, as shown in figure 1, collaborate to handle tasks such as answering questions, retrieving knowledge base entries, updating systems of record, and summarizing interactions.
Figure 1: Talkdesk CXA architecture
Unlike single-bot implementations that operate in isolation, CXA agents share context and coordinate actions. This ensures continuity between channels and touchpoints, so customers never need to repeat information. Human agents remain central to the process, supported by real-time guidance and automation that amplifies their impact.
Because CXA runs on AWS, enterprises take advantage of elastic scalability and continuous innovation. This makes it easier to adapt to changing business needs and customer expectations without rearchitecting core systems.
Customer Impact and Results
Customers deploying Talkdesk CXA on AWS have seen measurable results, including:
- On average 50% faster resolution times (Farfetch, Retail)
- Improved compliance and engagement (WaFd Bank, Financial Services)
- Accelerated deployment timelines in regulated industries through FedRAMP certification
These successes illustrate how Agentic AI, when combined with AWS’s infrastructure, transforms customer service from a reactive function into a proactive, value-generating capability.
Conclusion
Customer experience is evolving rapidly, and businesses need solutions that keep pace. Talkdesk CXA, built on AWS, helps organizations harness Agentic AI to deliver fast, smart, and personalized service across every channel. Through deep integration with AWS services and a shared focus on customer success, Talkdesk is enabling enterprises to move from conversations to outcomes and from customer service to customer excellence.
Call to Action
Organizations ready to transform their customer experience can explore Talkdesk CXA on AWS through the AWS Marketplace or request a pilot directly from Talkdesk.
With Agentic AI, AWS, and Talkdesk CXA, every conversation becomes a conversation to deliver for valuable business outcomes.
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Talkdesk – AWS Partner Spotlight
Talkdesk is an AWS Advanced Technology Partner and AWS Competency Partner and has achieved five AWS Competencies in Healthcare, Financial Services, Retail, Small and Medium Business Software and Conversational AI. Talkdesk is a global AI-powered cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Their trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional outcomes for their customers and improve the bottom line.