Talkdesk has announced a new partnership with Databricks in a move that promises to supercharge the way companies use artificial intelligence to serve their customers.
The contact centre software firm revealed it’s deepening ties with Databricks — the data and AI powerhouse — to create a smarter, more unified system for handling customer interactions. The collaboration, part of Databricks’ Built on Databricks Partner Program, will form the data backbone for Talkdesk’s Customer Experience Automation (CXA) platform.
Tackling the Chaos of Customer Data
For years, businesses have struggled with customer data scattered across different systems — from CRM tools to ERP software — making it a nightmare to connect the dots or stay compliant.
Talkdesk and Databricks say they’ve cracked the problem. Their new setup delivers:
- Unified intelligence – AI agents that can instantly access a customer’s full history across every channel.
- Smarter automation – Context-rich data that helps bots respond more accurately and naturally.
- Trusted AI foundation – Built on secure, enterprise-grade tech that keeps everything compliant and transparent.
“Through this partnership, we are giving enterprise customers a safe, scalable way to deploy AI that truly transforms how businesses service their customers. Integrating the Databricks Data Intelligence Platform with Talkdesk’s CXA platform gives companies 360° visibility into customer interactions, fueling more intelligent automation and analytics. This allows them to build responsibly and meet compliance and transparency standards from the start, at an accelerated pace,” said Munil Shah, chief technology officer of Talkdesk.
The Future of Customer Experience
Talkdesk CXA, which launched in June 2025, is designed to take the pain out of managing complex service, sales, and support systems. Instead of juggling countless tools, it uses a network of intelligent AI agents that work together in real time to solve problems across departments — from the front desk to the back office.
Each AI agent has a specific role but shares the same context, meaning they can coordinate seamlessly to deliver faster, more accurate results.
Powering the Brains Behind the Bots
The Databricks’ Data Intelligence Platform connects companies’ data with powerful AI models, tailored to their unique business needs. Using a “lakehouse” architecture — a blend of open data formats and governance — it ensures that every bit of data stays under the customer’s control.
“Customer interaction data is incredibly valuable, but too often it’s fragmented or duplicated across systems. With the Databricks Data Intelligence Platform, Talkdesk Customer Experience Automation can securely access that data in place — no replication required — to deliver faster, more accurate, and fully-governed customer experiences at scale,” said Heather Akuiyibo, vice president of go-to-market integration at Databricks.
