Talkdesk, Inc., a US-based customer experience technology company, has introduced Customer Experience Automation (CXA)-powered Commerce Orchestration alongside its new Consumer Goods Experience Cloud. These solutions aim to unify and automate end-to-end customer conversations, helping retailers and consumer goods brands increase revenue and streamline operations.

Commerce Orchestration leverages natural language AI to guide shoppers through discovery, purchase, and loyalty journeys, capturing upsell, cross-sell, and abandoned-cart opportunities within a single conversation flow. CXA coordinates multiple AI agents to manage complex interactions without manual handoffs, while seamlessly involving human agents for high-value or nuanced tasks.

The Talkdesk Consumer Goods Experience Cloud targets brand manufacturers, consumer packaged goods (CPG), fast-moving consumer goods (FMCG), and distributors across both direct-to-consumer (D2C) and business-to-business (B2B) operations. The platform integrates customer, partner, consumer, and operational touchpoints into a single, automated experience layer, reducing friction in orders, invoicing, delivery exceptions, repairs, and replenishment workflows.

“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 and 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,” he added,

CXA’s AI agents can initiate outbound communications, manage recall and compliance messaging, and assist human agents in B2B sales and account growth. The system also supports conversational checkout and post-purchase engagement, enabling brands to deliver timely, personalised interactions that strengthen loyalty and drive revenue.

Explore how AI-driven commerce orchestration is turning customer interactions into measurable growth for retail and consumer goods brands.

(Photo Credits to Taras Shypka)