Talkdesk & Databricks Partner to Boost AI-Driven Customer Experience

Talkdesk®, Inc. has deepened its collaboration with Databricks, a global leader in Data and AI, to enhance its Customer Experience Automation (CXA) platform. By leveraging Databricks’ technology foundation, Talkdesk aims to accelerate the next generation of responsible, AI-driven customer engagement through the Built on Databricks Partner Program.

Traditionally, customer service data has been fragmented across multiple systems such as Contact Center as a Service (CCaaS), Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) tools. This fragmentation often creates challenges in scaling data pipelines and maintaining compliance for vast, unstructured customer interaction data.

The enhanced partnership between Talkdesk and Databricks addresses these pain points by offering:

• Unified Intelligence: Talkdesk CXA AI Agents now gain real-time access to complete customer histories across all channels via seamless, zero-copy integration with customer data.

• Smarter automation means better conversations. With deeper, more relevant data, Talkdesk AI Agents can respond in a way that feels more personal, accurate, and naturally adaptable to each interaction

• A foundation you can trust. Built on secure, enterprise-grade infrastructure, our AI meets strict standards for compliance, security, and transparency so you always know how and why it works. 

Through this partnership, we are giving enterprise customers a safe, scalable way to deploy AI that truly transforms how businesses service their customers. Integrating the Databricks Data Intelligence Platform with Talkdesk’s CXA platform gives companies 360° visibility into customer interactions, fueling more intelligent automation and analytics. This allows them to build responsibly and meet compliance and transparency standards from the start, at an accelerated pace,” said Munil Shah, Chief Technology Officer of Talkdesk.

Launched in June 2025, Talkdesk CXA was built to simplify the complex automating and coordinating workflows across service, sales, and support to help teams work smarter and faster. Instead of adding more layers to an already complex customer experience ecosystem, CXA replaces fragmented manual processes with an intelligent, unified system powered by autonomous AI agents. These agents collaborate in real time, share contextual data, and work seamlessly across front- and back-office functions ensuring faster, more accurate automation at scale.

Meanwhile, the Databricks Data Intelligence Platform empowers organizations to unify their analytics and AI applications by merging data with powerful, business-specific AI models. Built on a lakehouse architecture using open data formats and open governance principles, it ensures customers retain complete control over their data.

“Customer interaction data is incredibly valuable, but too often it’s fragmented or duplicated across systems. With the Databricks Data Intelligence Platform, Talkdesk Customer Experience Automation can securely access that data in place no replication required to deliver faster, more accurate, and fully-governed customer experiences at scale,” said Heather Akuiyibo, Vice President of Go-To-Market Integration at Databricks.

By integrating Databricks’ robust data intelligence capabilities, Talkdesk continues to redefine how enterprises deliver AI-powered customer experiences making every interaction smarter, compliant, and more efficient.

To join our expert panel discussions, reach out to sudipto@intentamplify.com

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