United KingdomFinance and insurance2025 – ongoingWPA
Talkdesk Copilot knowledge assistance for service agents
WPA used Talkdesk Copilot to improve service agents' access to knowledge
Problem
WPA's agents needed current information when handling sensitive medical and payment enquiries. Its operations team wanted staff to speak confidently as information changed.
Approach
WPA brought customer communications onto Talkdesk's platform and used Copilot for knowledge assistance. Its head of operations described using the Copilot knowledge base during service work. Talkdesk reported better knowledge access and AI assistance on medical and payment-related calls.
Results
No published figures
Takeaway
WPA kept human agents in customer conversations while adding AI assistance. It did not disclose a numerical improvement attributable to Copilot.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Talkdesk described WPA's use of Copilot to improve access to service knowledge. WPA's head of operations discussed the knowledge base and the need to handle medical and payment information securely.
Talkdesk promoted WPA's customer story and reported improved knowledge access through Copilot. It also described AI support for agents handling complex medical and payment processes.
Full details are in the original sources.