Talkdesk Launches Automation Flows for Cross-System Workflow Automation

New orchestration engine connects customer interactions to backend systems, enabling agentic AI to resolve complex issues autonomously.

Published on Feb. 23, 2026

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Talkdesk, a leading customer experience automation (CXA) platform, has announced the launch of Automation Flows, a new orchestration engine that automates workflows across backend systems. The company has also extended the agentic AI capabilities of its Autopilot feature to the email channel, enabling autonomous resolution of complex customer requests. These innovations deepen Talkdesk's execution layer, connecting customer interactions directly to backend processes and empowering AI agents to independently carry out multi-step workflows.

Why it matters

The launch of Automation Flows and the expansion of agentic AI to email represent significant advancements in Talkdesk's CXA platform. By automating cross-system workflows and enabling AI agents to autonomously resolve high-volume, high-context support requests, Talkdesk is helping enterprises modernize customer experience and drive impactful results through coordinated, AI-driven automation.

The details

Automation Flows is a code-free orchestration engine that connects customer interactions and extended workflows to third-party systems, ensuring multi-step processes execute to completion across systems. This enables long-running business processes, such as mortgage refinancing, to be fully automated, with customer interactions triggering document collection, compliance validation, underwriting decisions, and coordinated updates across CRM and loan systems. Extending agentic AI to the email channel brings autonomous resolution to one of the most complex and high-volume support touchpoints. Unlike traditional email bots built on rigid rules, Autopilot uses reasoning to interpret intent, analyze content, and determine the appropriate action, allowing it to verify data, update accounts, and send a final resolution without human agent involvement.

  • Automation Flows and the extension of agentic AI to email were announced at CCW Berlin on February 23, 2026.

The players

Talkdesk

A leading customer experience automation (CXA) platform that is advancing the field of customer experience through innovative technologies like Automation Flows and agentic AI.

Tiago Paiva

The chief executive officer and founder of Talkdesk.

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What they’re saying

“Some of the hardest problems in customer experience happen in the inbox. Email is high-volume, high-context, and deeply operational. By extending agentic AI to email, we're bringing autonomous resolution to the channel where complexity and scale are highest, ensuring customer requests are not just understood, but fully executed.”

— Tiago Paiva, Chief Executive Officer and Founder (Talkdesk)

“With Automation Flows, organizations can design and deploy sophisticated, cross-system workflows without custom development. It removes the complexity that has historically slowed automation across the enterprise.”

— Tiago Paiva, Chief Executive Officer and Founder (Talkdesk)

What’s next

Talkdesk CXA is a multi-agent platform that automates and scales service, sales, and support processes across the entire customer experience lifecycle. The company plans to continue expanding the capabilities of its CXA platform to further bridge the gap between the contact center and back office.

The takeaway

Talkdesk's launch of Automation Flows and the extension of agentic AI to email represent significant advancements in customer experience automation, empowering enterprises to modernize their customer experience through coordinated, AI-driven workflows that resolve complex issues autonomously and at scale.