G2

Tyra S.

Customer Support Supervisor

Small-Business (50 or fewer emp.)

6/26/2025

"Omnichannel Support, Data Driven AI, Full of Capabilities"

4/5

What do you like best about Talkdesk?

I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls.

I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours. Review collected by and hosted on G2.com.

What problems is Talkdesk solving and how is that benefiting you?

I think that talkdesk is solving our excess calls with product questions and subscription inquiries. By using Hannah (AI Chatbot) on the website customers are finding the answers they are needing and are being helped. This is benefiting me by reducing the amount of inbound phone calls, which in turn is benefiting our customers by lowering the time they are waiting to be helped. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

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We're thrilled to hear that you find Talkdesk's capabilities and AI support helpful for customer service. We understand your frustration with the character limit for teaching the chatbot and the inability to escalate customers to agents after hours. Your feedback is valuable to us and we will take it into account for future enhancements.