Talkdesk has launched Agent Builder, a tool for creating customer-facing AI agents using natural-language instructions. The product is aimed at customer experience teams and technical staff.
The software lets users describe the role and behaviour they want from an AI agent without relying on prompt engineering. It then builds, tests, diagnoses and validates the agent before deployment.
Talkdesk is positioning the launch around a common problem in customer service automation: the time and effort needed to move an AI agent from concept to production. That process often takes weeks of iteration, testing and tuning, while Agent Builder can reduce it to hours, according to the company.
The product is part of Talkdesk's wider customer experience automation platform. It can ingest existing internal materials, such as standard operating procedures and policies, and convert them into logical instructions and guardrails for AI agents, the company said.
The approach reflects a broader trend in enterprise software, as suppliers try to make AI systems easier for non-specialist business teams to use. Talkdesk is targeting customer experience leaders who want to define outcomes in plain language and keep human review in place before any system interacts with customers.
Testing process
Agent Builder includes pre-deployment checks intended to identify inconsistencies, missing information and ambiguous instructions. It can also recommend improvements before an agent reaches production, according to Talkdesk.
If an agent underperforms in testing or after deployment, the system is designed to diagnose the issue, suggest changes and support another round of validation. The highest-scoring version is then presented for approval, leaving a human operator to make the final decision, Talkdesk said.
Post-launch monitoring sits within the company's CXA Operations Centre, which provides ongoing evaluation and governance, according to Talkdesk. The aim is to help organisations expand their use of AI agents without increasing operational risk at the same rate.
The emphasis on oversight comes as businesses face pressure to show that customer-facing AI tools can follow company rules, maintain brand standards and respond consistently under pressure. Suppliers in the contact centre market have increasingly focused on governance and auditability as companies seek greater control over AI deployments.
Talkdesk said Agent Builder was created as a specialised agent-building agent, effectively using AI to assemble and refine other AI systems. That places the product in a growing category of tools that automate parts of software and workflow design while keeping approval with human teams.
Company view
Munil Shah, Chief Product, Technology, and Customer Officer at Talkdesk, outlined the company's case for more structured deployment controls.
"You cannot simply deploy an AI agent into the wild and hope for the best. Organisations need proof that an agent will follow instructions, stay on brand, and handle pressure before a real customer ever experiences it," said Shah.
He said the company sees validation as central to wider adoption in customer operations.
"Talkdesk Agent Builder provides that certainty. By systematically debugging and validating interactions against simulated datasets, we give enterprises the confidence to expand their operations with an AI workforce that's trusted and reliable," Shah said.
Talkdesk describes its broader platform as covering the full customer lifecycle, from initial interaction through to back-end resolution. The company said its AI agents draw on customer data from enterprise systems to handle more complex requests, while human staff are reserved for issues that require specialist judgement.
The launch also underlines how software providers are trying to move beyond basic chatbot functions towards tools that can be governed more like digital workers. For buyers, the pitch is less about standalone automation and more about whether AI systems can be created, tested and monitored within standard operational processes.
Talkdesk counts Canon, United Rentals, Sysco and Kimberly-Clark among its customers.