Thursday, January 15, 2026
Talkdesk®, Inc. has unveiled Customer Experience Automation (CXA)-powered Commerce Orchestration and announced the upcoming launch of the Talkdesk Consumer Goods Experience Cloud™, marking a major expansion of its industry-specific AI solutions ahead of NRF 2026: Retail’s Big Show. At the event, Talkdesk will demonstrate how agentic AI can reshape conversational commerce by managing the entire customer journey—from product discovery to post-purchase engagement—within a single, coordinated experience.
With Commerce Orchestration, Talkdesk moves beyond fragmented customer interactions and instead transforms every conversation into a potential revenue opportunity. Using natural language understanding, AI agents guide shoppers through discovery, provide real-time product and bundle recommendations, and actively drive cross-sell and upsell opportunities during live conversations. Rather than handing off customers between chatbots, agents, and backend systems, CXA coordinates a multi-agent workflow that manages end-to-end engagement in one seamless flow.
Additionally, the platform detects signals of cart abandonment and proactively re-engages shoppers before they leave, supports conversational checkout, and automates follow-up after purchases. When interactions become complex or high value, the system smoothly brings in human agents, ensuring that customers receive personalized support when it matters most. As a result, retailers benefit from higher conversion rates, increased average order values, stronger participation in emerging AI-driven channels, and more consistent customer experiences across touchpoints.
Talkdesk also highlighted real-world results from retail customers such as Rocky Brands, which has shifted from reactive customer support to proactive, AI-driven engagement. With CXA-powered chatbots now handling 40% of interactions, Rocky Brands has kept abandonment rates below 10%, even during peak demand periods. At the same time, agent-facing tools that provide real-time access to knowledge resources have reduced Average Handle Time, After-Call Work, and onboarding time, while also improving employee retention. These improvements have helped the company scale operations, strengthen performance metrics, and elevate overall customer satisfaction.
Beyond retail, Talkdesk announced the new Consumer Goods Experience Cloud, a purpose-built platform for brand manufacturers, CPG, FMCG, and distributors operating across both D2C and B2B models. This new cloud unifies customer, partner, end-user, and operational interactions into a single automated engagement layer. It supports both inbound and proactive outbound communication, helping organizations resolve issues faster while protecting and growing revenue.
The platform also simplifies high-volume workflows such as orders, repairs, replenishment, invoicing, and delivery exceptions, reducing friction for both customers and partners. Powered by CXA, AI agents not only respond to inquiries but also initiate outreach, including recall notifications, compliance communications, and AI-assisted human engagement for B2B sales and account expansion. At the same time, commerce-focused tools allow brands to maintain direct relationships with end consumers through timely and personalized interactions that build long-term trust.
Michael Klein, head of retail, travel & hospitality product marketing at Talkdesk, said:
“Retailers and consumer goods brands are overwhelmed with AI tools, but what they really need is commerce orchestration,” said Michael Klein, head of retail, travel & hospitality product marketing at Talkdesk. “With Talkdesk Customer Experience Automation at the core, we’re moving beyond isolated interactions to coordinated, end-to-end conversations. The latest Retail Experience Cloud innovations and new Consumer Goods Experience Cloud show how agentic AI can glean comprehensive, real-time context, automate complexity, and deliver exceptional commerce experiences at scale, turning customer service into a growth engine.”
At the foundation of both experience clouds is the Talkdesk Data Cloud, which consolidates data from commerce platforms, CRM systems, product catalogs, inventory, fulfillment, and customer databases. CXA uses this real-time intelligence to orchestrate specialized AI agents across channels and workflows, enabling proactive engagement from first intent through post-purchase follow-up. Whether recommending products, notifying partners about delivery issues, or managing replenishment and recall processes, AI agents handle discovery, transactions, service, and follow-up as part of one continuous customer journey.
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